Front Desk Supervisor

GENERAL PURPOSE

Supervise the daily operations of the Guest Services personnel; promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.

Plan and manage the room and related area's operations of the hotel to achieve customer (guests, employees, Management Company and Owners) satisfaction and quality service while meeting/exceeding financial goals.

Position is responsible for short and long-term planning and day-to-day operations of the room and related areas. Recommends the area's budget and manages expenses within approved budget constraints. The major areas of responsibility/management include: Guest Service Agents, Bell Staff, Night Auditors, PBX Operations. Participates in total hotel management as a member of the senior leadership.

ESSENTIAL DUTIES/RESPONSIBILITIES

• Assist with the development and training sessions for hotel front office personnel on all aspects of the operation including guest service and maintaining service standards.
• Communicate with the Director of Operations on all guest and employee concerns & challenges.
• Coordinate guest service efforts to include group arrivals and departures, and guest transportation, while maximizing the guest experience through top quality customer service.
• Ensures the entire front desk team regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.
• Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the room for the next sell.
• Coordinate and supervise the activities and foster good relations with our valet service, taxi services, and the Airport Connection to provide the maximum level of quality service.
• Provide information and assist staff in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction.
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
• Handle all incoming reservation requests as needed. (Obtaining the sale as well as selling the hotel at all times)
• Maximizing revenue in each phone/desk transaction. (Sell from the top down and offer specials last.)
• Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.
• Controls cash transactions at the front desk and maintains complete responsibility for personal