Front Desk Supervisor

Why us?

We are looking for a new Front Desk Supervisor for The Hotel Zags. Stylish, inviting and convenient to lively local attractions, The Hotel Zags is an oasis all its own, offering a hospitality experience enlivened by natural beauty and the quirky culture of the city around it. Boutique in size and independent in nature, The Hotel Zags is located in the Fountain District, a hidden gem of Portland's downtown district.

From its vibrant color schemes, modern furnishings, and large picture windows that perfectly frame views of the city and the hotel's courtyard, the hotel brings the outdoors inside. Designed with stone-covered walkways, the hotel entrance is also framed by a Living Wall robust with plant life to mirror the nearby Columbia River Gorge. Though the property has a style and energy all its own, The Hotel Zags is all about the city around it.

The hotel invites guests to enjoy wide selection of outdoor gear and travel items from the onsite Gear Shed stocked with fishing poles, scooters, skateboards, hover boards, digital cameras and more for use to cover ground, capture memories, and share experiences with friends back home.

Job Overview

Front Desk Supervisor supervises front office staff ensuring an efficient operation producing excellent results for our customers. Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.

Responsibilities

+ Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.

+ Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.

+ Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

+ Completes established check-in procedures for arriving guests and facilitates guest departure in order to close the guest account and make the room available for the next guest.

+ 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 and accurately answers inquiries from potential guests and accepts hotel reservations. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.

+ 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.

+ Operates the PBX equipment, including, assisting outgoing calls, scheduling and setting wake-up calls and paging guests.

+ Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.

+ Maintains a friendly, cheerful and courteous demeanor at all times.

+ Performs other duties as assigned, requested or deemed necessary by management.

Qualifications

Education/Formal Training

High school education or equivalent experience.

Experience

1 or more full years employment experience in a related position with this company or other organization(s).

Knowledge/Skills

+ Requires understanding of all hotel front office procedures.

+ Requires high school graduate level mathematical aptitude and knowledge of standard cash handling procedures and computerized cash register systems.

+ Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.

+ Requires knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines.

+ Requires supervision/management skills.

+ Ability to communicate information and hotel services to management and guests. Second language may be required.

+ Must be able to operate computer, calculator and telephone…