Supervising the front desk department and guest service areas is the core of this role, ensuring operations meet hotel standards for maximum guest satisfaction. This position suits a detail-oriented individual with strong leadership and customer relations skills, who can effectively train and direct staff.
Responsibilities
Ensure efficient guest registration, check out, and telephone service
Observe front desk agents and ensure established procedures are completed in accordance with policy and procedure, including proper public relations techniques, courteous and professional guest handling, proper identification and credit establishment, and correct handling of all posting, cash transactions, account settlements, and deposits
Maximize hotel revenues through up-sell programs, 95% occupancy strategies, and parking revenues by ensuring proper ticket accountability and cash handling procedures
Ensure guest complaints and requests are handled in a courteous and professional manner and ensure follow-through
Monitor and respond to Guest Satisfaction Surveys and other guest comments (via third-party sites, comment cards, etc.)
Direct and train Front Office staff; assist in new-hire and ongoing training
Direct and assist front desk staff and telecommunications in organizing breaks, ensuring all work is completed efficiently and according to schedule
Participate in the hiring process of new staff members; assist with the preparation of Staff Member Transaction Forms, performance appraisals, and any Staff Service forms as appropriate
Review current day's expected arrivals and check all VIP and special request reservations to ensure they are pre-registered, blocked properly, and other departments are notified of room assignment
Review the daily room availability and inform staff; check status of departures daily
Relay all pertinent information to front desk agents, telecommunications, the following shift supervisor, and the Front Desk Manager
Ensure proper staffing levels based on hotel demand and that all necessary reports and forms are completed daily
Be familiar with all company policies and benefits
Perform all other duties assigned by manager or supervisor
Assist with any guest inquiry
Follow all company and safety and security policies and procedures
Report maintenance problems, safety hazards, accidents, or injuries
Perform other reasonable job duties as requested by direct and indirect supervisors
Requirements
High school or equivalent education required
Prior Front Desk experience required
Must be able to speak, read, write, and understand the primary language used in the workplace
Millions of jobs, with real people getting hired every day
200,000+
New jobs added daily
7,000,000+
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1,000,000+
Tailored applications submitted
Good communication skills, verbal, written, and electronic
Considerable knowledge of complex mathematical calculations and computer programs
Excellent leadership capability and customer relations skills
Detail-oriented with outstanding organizational and communication skills
Basic computer skills
Basic computational ability
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy, and collect accurate information to resolve conflicts
Knowledgeable about basic function of Windows OS, MS Office, PMS, PBX, Key system, and POS
Self-driven and able to work independently
Exceptionally strong in issue resolution and proven analytical skills with a strong attention to detail
Must be able to stand and exert well-paced mobility for up to four hours in length
Must be able to exert well-paced ability to maneuver between functions occurring simultaneously
Must be able to exert well-paced ability in limited space and to reach other departments of the hotel on a timely basis
Must be able to lift up to 45 lbs. as needed
Must be able to push and pull carts and equipment weighing up to 250 lbs.
Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability and visual acuity
Hearing, smelling, tasting, and visual ability to observe and distinguish product quality and detect signs of emergency situations
Talking and hearing occur continuously in the process of communicating with other staff, guests, and supervisors
Vision occurs continuously with the most common visual functions being those of near and color vision and depth perception
Must be able to bend, stoop, squat, and stretch to fulfill cleaning tasks occasionally
Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly, and other office equipment as needed
Ability to work primarily with fingers to pick, pinch, type, and carry out substantial movements (motions) of the wrists and hands
Nice to have:
Bachelor's Degree
One to three years experience in a supervisory role
Knowledgeable of loyalty programs, brand standards, and hospitality industry systems
Important Details
Grooming: All Staff Members must maintain a neat, clean, and well-groomed appearance per Azul Hospitality standards. Refer to the property-specific required grooming and uniform standards policy.
About the Company
Azul Hospitality establishes standards for staff attendance and conduct for the safe and effective operation of its hotel facilities.
