Front Desk Supervisor

GENERAL PURPOSE
The Front Office Supervisor provides the utmost in service. He/she/they exemplifies the Little America Hotel service standards and ensures that all front office associates execute the same. The Front Office Supervisor assists the Front Office management team in training, coaching, scheduling and staffing needs. He/she will be handling guest grievances and provide resolution to ensure guest satisfaction. The Front Office Supervisor will also be serving as manger on duty. Associates will be trained and may be assigned to work at the Grand America Hotel Front Desk and guest relations departments.
ESSENTIAL DUTIES/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 office team members to ensure efficiency
• Resolve guest issues, complaints in a quick, efficient manner in order to maintain a high level of customer satisfaction and quality service.
• Reviews and monitors incoming groups and ensures front office staff is prepared to execute requirements.
• 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 GRS software, 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.

OTHER DUTIES/RESPONSIBILITIES

• Processes all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests in order to ensure the information is received by the guests in the most timely and accurate method possible.
• Contributes and maintains established information and communication sources such as Guest Relations and Front Desk log books in order to enhance department communications and operations.
• Is well groomed and in uniform with name tag at all times.
• Assist all departments in servicing the guests during high volume periods.
• Takes responsibility in the absence of the FOM.
• No travel required.
• Hours: 40 hours over a five day period; scheduled days and times may vary based on need.

SUPERVISORY DUTIES
12+ employees.
JOB QUALIFICATIONS
Knowledge

• 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 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.

• The Operator must have the ability to read, interpret and to readily communicate (in English), both verbally and in writing, information relating to his/her profession using proper grammar, punctuation, and spelling.
• The Operator must have a firm understanding of Windows-based computers, proficient typing skill (60+ WPM), and working knowledge of Microsoft Office.
• Must have or acquire proficiency in the OPERA® Property Management System
Experience
1 or more full years employment experience in a related position with this company or other organization(s).
Environment
Work inside 100% of 6-8 hour shift.
Skills & Requirements Qualifications