Front Desk Supervisor

Overview

Job Title: Front Desk Supervisor

Status: Non-Exempt

Job Summary:

Represents the hotel to the guest throughout all stages of the guest’s stay by working with all hotel personnel to ensure every guest experience superior customer care. Responsibilities include registering guests, assigning rooms, accommodating special requests, and ensuring the guests have a pleasant stay and smooth checkout.

• Manage and resolve all guest complaints in a professional and courteous manner
• Oversees front office/front desk operations during the overnight shift while providing excellent guest services.
• Process guest check-outs and handle monetary transactions
• Audits, balances, and reports on the various areas of the hotel (e.g., food and beverage, rooms, front desk, gift shop, etc.)
• Performs duties as Manager on Duty during overnight shift or Shifts as scheduled
• Performs duties of the Front Desk Agent as scheduled
• Register arriving guests and assigns rooms
• Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms
• Enter same day reservations and future reservations, when necessary, know cancellation procedures
• Maintain an inventory of vacancies, reservations and room assignments
• Verify all account postings and balances
• Report any unusual occurrences or requests to the manager or assistant manager
• Use persuasive selling techniques to sell rooms and to promote services of the hotel
• Knowledgeable of room locations, types of rooms available, and room rates
• Performs other duties as assigned

Education/Experience

High school diploma or equivalent. Two to four years previous hotel-related experience preferred. Knowledge of surrounding areas and local events. Ability to understand and adhere to proper credit, check cashing, and cash handling policies and procedures. Knowledge of how to properly secure guest information. Skilled in the use of front office equipment.

Language Skills

Ability to communicate with public, hotel staff, and management in a professional manner. Knowledge of proper telephone etiquette. Ability to read and interpret documents such as safety rules, operating and maintaining instructions, and procedure manuals. Ability to write routine reports and correspondence.