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Form of work
SalaryPrimarily supervises Front Desk team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction. Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. The Front Desk supervisor will act as a role model, sharing expertise and knowledge while continually inspiring the Front Desk associates. Is responsible for ensuring hotel charges are processed diligently to guest's accounts, invoices are accurate, and billing instructions are verified. In addition the Front Desk supervisor will ensure that all guests are satisfied when complaints arise. Guest Service is the number one focus in this role.
DUTIES AND RESPONSIBILITIES:
1. Ensures Outstanding customer care at all times.
2. Maintains a friendly, professional, cheerful and courteous demeanor at all times.
3.Accurately answers inquiries from potential guests and accepts hotel reservations. Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency.
4. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion.
5. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
6. Supervises daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guest needs and service.
7. Trains and directs the work flow and processes of the Front Desk. Resolves issues/problems and coaches and counsels the Front Desk team members to ensure a quality operation.
8. Resolves customer issues, complaints and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
9. Allocates rooms to expected arrivals after checking the guests preferences and special requests.
10. Builds strong relationships and coordinates with all other department's especially housekeeping, maintainence, etc.
11. Ensures phone calls, wake up calls and messages for guests are handled in a prompt, efficient and professional manner.
12. Cross checks all billing instructions are correctly updated
13. Performs other duties as assigned, requested or deemed necessary by management.
14. Ensures Front desk log book and hotel log book is always updated and acted upon.
15. Assists all departments in servicing the guests especially during high volume periods.
16. Produces hotel Front Desk schedules
17. Ensures time and attendance policies and payroll are accurately reflected.
18. Attends meetings as required.
19. Ensures Front Desk supplies are stocked and computer equipment functioning properly.
20. Processes online reservations and communications in a timely manner
Job Type: Full-time
Pay: $19.00 - $21.00 per hour
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Monday to Friday
- Night shift
- Weekends as needed
Work setting:
- In-person
- Resort
Experience:
- Hotel experience: 2 years (Preferred)
Work Location: In person
