Front Desk Supervisor

Front Desk Supervisor Job Description

Job Overview

Responsible for daily supervision of the Front Desk staff, quality service, guest satisfaction and safety.

General Responsibilities

• Ensure front desk policies and procedures are consistently applied.
• Assist the Front Desk Manager with administrative duties and department meetings.
• Responsible for training front desk agents.
• Liaison between departments to facilitate hotel communication and guest satisfaction.
• When needed provide coverage for the overnight shift.
• Greet, register, and assign rooms to guests; including issuing rooms keys, ensuring that all guests file registration and provide a valid method of payment.
• Answer, screen and forward phone calls, take messages and schedule/change reservations.
• Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment and travel directions.
• Record guest comments/complaints and refer guests to a manager as necessary.
• Contact housekeeping or maintenance staff when guests report problems.
• Resolve guest issues quickly, efficiently, courteously and professionally.
• Assist with billing long term stays and house accounts.
• Assist in managing reservations for third party website to include Groupon, Expedia, Booking.com, Priceline, and Hotwire.
• Assist with the creation of Standard Operating Procedures (S.O.P).
• Scheduling for the front desk.
• Assist with the management of online guest reviews.
• Keep records of room availability and guests' accounts.
• Post charges, such as those for rooms, food and liquor.
• Maintain room key control.
• Verify banks and deposits each shift and follow all cash-handling and credit policies.
• Responsible for the order and cleanliness of the front desk and adjacent work areas.

• Report all unsafe conditions immediately.
• Always conduct self in a professional manner.

• Maintain a safe working environment.

• Maintain a good working relationship with all departments.

• Comply with all policies and procedures set forth by the property Employee Handbook.
• Perform all other duties as assigned.

Qualifications

• A minimum of one year hotel front desk experience preferred.

• High School Diploma or GED
• Possession of government required licenses or certificates.
• Basic math skills and prior cash handling experience.
• Detail oriented.
• Leadership or supervisory experience preferred.
• Ability to:

• Read, write, problem solve and communicate effectively with guests and employees.
• Work with minimum supervision.
• Maintain a professional appearance at all times.
• Work as part of a team.
• Communicate effectively.
• Multi-task and work well under pressure.
• Read and follow both verbal and written instructions.
• Work any day of the week and any hour.

Physical Requirements

• 6-8 hours: Standing/Walking
• 3-6 hours: Crouching/Bending/Stooping; Reaching; Grasping
• 1-3 hours: Pushing/Pulling; Lifting/Carrying (up to 50 lbs.)
• Up to 1 hour: Sitting; Climbing Stairs