Job Overview:

The ideal Front Desk Supervisor candidate should have 1-2 years previous Front Desk Agent experience, exceptional communication skills, and enjoy working in a fast-paced environment. We are looking for positive, upbeat individuals who can deliver total guest satisfaction.

WORK REQUIREMENTS:

• Supervising Front Desk operations to ensure quality processes are being completed
• Supervising Bell/Valet Department to ensure proper operating standards, staffing, front drive control.
• Assists FOM in overall departmental management.
• Responsible for all transportation requests, coordination, and operations
• Responsible for all arrivals, in house servicing, and departures of groups
• Manages Training Standards, and SOP implementation.
• Handle all financial verification to ensure Front Desk Agent cash banks are accurately balanced at the end of each shift
• Actively pre-shifts staff to communicate Company updates, policy changes, hotel occupancy, special events, and messages from Senior Management
• Maintains the cleanliness and supply levels of Front Desk
• Accurately completing checklists and reports associated with specific shifts and pass down appropriate information
• Verifying accuracy of employee clock-ins/outs and tracking attendance
• Support hotel rate integrity and availability
• Conducts shift rounds to include inspection of all applicable Public Areas
• Conduct systems training (Opera and MARSHA) along with AAA 4-Diamond service training to all new hires
• Monitor and correct performance of employees; Coach/Counsel employees as needed; Issue Disciplinary Action for all Front Desk staff, as approved by Front Office Manager
• Ensuring that special requests are noted and fulfilled
• Communicating with all departments regarding in house VIPs and any special requests/needs
• Supervising agents to up-sell and reach goals outlined in the budget
• Interacting with team members in a professional manner, assisting other departments with necessary information
• Main liaison between front desk operations and other departments within the Hotel
• Answering the telephone in a professional manner and assisting guests with any questions, directions, etc.
• Managing and resolving guest complaints and compliments in a professional and courteous manner
• Listening and responding to guest inquiries using a positive, clear speaking voice
• Maintaining an up-to-date working knowledge of all property amenities as well as any special events
• High school degree or equivalent
• Strong computer skills
• Pleasant telephone demeanor
• OPERA experience preferred
• Ability to handle stressful situations in a calm, professional manner
• Must have the ability to communicate clearly and directly with guests using a positive, clear speaking voice
• Must have the ability to work a varied schedule that may include evenings, weekends, and holidays

Physical Requirements

• Ability to stand for entire shift
• Ability to type, standing upright for entire shift.
• Heavy work - exerting up to 100 lbs. of force occasionally, and/or 50 lbs. of force frequently and/or up to 20 lbs. of force constantly to lift, carry, push, pull, or otherwise move objects
• Must arrive to work well groomed, with pristine hygiene, and professional attire

Mental Requirements

• Must be able to convey information and ideas clearly
• Must be able to evaluate and select among alternative courses of action quickly and accurately
• Must work well in stressful, high pressure situations
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
• Must be able at listen to, understand, and clarify issues raised by co-workers and guests
• Must be able to work and understand financial information, data, and basic arithmetic functions
• Must maintain composure and work objectivity under pressure

EDUCATION REQUIREMENTS:

• High school diploma
• 1-2 years’ experience as Front Desk Agent
• Previous customer/guest service experience a plus

EOE/M/F/D/V/SO