Front Desk Supervisor

Job Description
Front Office/Desk Supervisor
You are a people person and have already proven your ability to go above and beyond. As a Front Office Supervisor you are working hand in hand with the front office team to deliver the guest Wow experience, constantly setting an example and helping where needed. As Front Office /Desk Supervisor, you will

• Be Guest Centric -- talk to the guests as they check in and when they leave, pro-actively addressing any concerns they may have, elevating them to the next level if needed. Make your department one which anticipates guest needs vs. one that simply reacts.
• Be Employee Centric -- train new staff to our processes, helping them with questions and concerns, scheduling them as needed, keeping both business levels and employee preferences in mind.
• Be a Role Model -- help others make it to the next level like you did, so you can continue your own upward progression. Lead by example..
• Be a Safety Security Agent -- follow your hotel's established safety and security policies procedures as well as all OSHA guidelines, reporting issues to maintenance and/or security.
• Be the Manager on Duty - if requested,

Requirements
Job Requirements
This role requires at least one-two year of progressive experience at a hotel Front Desk or other customer related position. A high school education as well as some college related course work helpful. Good verbal and written English communication skills are required, with a second language helpful. You must be able to handle cash or credit transactions and have front office software proficiency. This job requires light work -- exerting up to 20 pounds of force occasionally and/or up to 10 pounds frequently with a regular need to lift, carry, push, pull or otherwise move objects. From time to time you may need to assist with luggage which may require you to exert force of up to 50 pounds of force. Long hours, many of which may be spent standing, required.
Additional Job Details
Duties Functions
Essential:

• Trains, cross -trains, and retrains all front office personnel.
• Participates in the selection of front office personnel.
• Schedules the front office staff.
• Supervises workload during shifts.
• Evaluates the job performance if each front office employee.
• Maintains working relationships and communicates with all departments.
• Maintains master key control.
• Verifies that accurate room status information is maintained and properly communicated.
• Resolves guest problems quickly, efficiently, and courteously.
• Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
• Reviews and completes credit limit report.
• Works within the allocated budget for the front office.
• Receives information from the previous shift manger and passes on pertinent details to the oncoming manager.
• Checks cashiers in and out and verifies banks and deposits at the end of each shift.
• Enforces all cash-handling, check-cashing, and credit policies.
• Conducts regularly scheduled meetings of front office personnel.
• Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times, per employee handbook
• Upholds the hotel's commitment to hospitality.
• Prepare performance reports related to front office.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily. Ie flash report, reservations systems Fosse and MARSHA.
• Oversee brand redemptions
• Organize and execute all special groups and airline crews including booking, check-ins, billing and shuttles
• Monitor high balance guest and take appropriate action.
• Ensure implementation of all hotel policies and house rules.
• Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
• Prepare revenue and occupancy forecasting.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.
• Champion GuestVoice, GXP and other Marriott systems
• Monitor all VIP's special guests and requests.
• Maintain required pars of all front office and stationary supplies.
• Review daily front office work and activity reports generated by Night Audit.
• Review Front office log book and Guest feedback outlets on a daily basis.
• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.

• Keep immediate manager fully informed of all challenges or matters requiring his/her attention
• Participate in employee events and encourage co-workers participation
• Lead or participate in all departmental and interdepartmental meetings
• Work closely as liaison with housekeeping and daily room status updates
• Live the "One Team, One Dream" ideology by assisting with other departments as needed.
• Maintain log of rooms in out of order status
• Responsible for a cash bank
• Be up to date on all guest services, promotions, and events in the Hotel
• Furnish guests with information on events and activities
• Confirm that all SOP's are being followed properly
• Handle guest complaints, react quickly, logging and notify proper areas to service the guests
• Comply at all times with New Castle standards and regulations to encourage safe and efficient hotel operations

• Perform other duties as requested by management.