About This Role
Front Desk Supervisors are responsible for training and monitoring front desk staff, ensuring smooth operations, and providing excellent guest service. This role involves a comprehensive understanding of hotel software systems and active communication with management and staff.
Responsibilities
- Train and monitor front desk staff
- Understand the software system and assist with reservations, and checking guests in and out of the hotel
- Uphold friendly, courteous telephone service and interactions with guests and fellow employees
- Coordinate with guests prior to arrival and through to their departure by means of reservations, wake up calls, check-in, check-out, routing needs, posting charges, and special requests
- Preserve the security and privacy of guest rooms and administrative keys
- Actively communicate with management and staff through scheduled reports, customer feedback, and guest needs
- Assist with special requests, group blocking and unusual circumstances
- Conduct hotel site inspections to maintain property safety and chaperon tours for prospective clients
- Maximize revenues through sales strategy and outstanding customer service
- Develop a comprehensive knowledge of rates, feature, amenities, and area attractions for the property and competitors in order to assist any client and maintain a competitive understanding
- Maintain the confidentiality of any and all company information, including but not limited to: performance statistics, agreements with clients, prospective business, and financial information
- Sustain the safety of the property though risk-management behavior, proper inspections, participation in Safety and Security Committee and knowledge of emergency procedures
- Serve as a role model to demonstrate appropriate behaviors
- Carry out supervisor responsibilities in accordance with hotel policies and standard operating procedures
- Train and develop associates on 4 Keys service standards, technical skills, standard operation procedures, and safety standards
- Foster open channels of communication between all employees
- Follow all additional duties as assigned by management
Requirements
- At least 2 years of hotel front desk experience
- Excellent people skills to supervise staff
Important Details
- Schedule: Flexible and long hours sometimes required
Physical Requirements
- Must be able to lift and/or carry up to 50 pounds
- Ability to hear, understand and communicate orally and in writing to communicate with staff, vendors, and guests a normal in-person and phone conversation
