Front Desk Supervisor

General Responsibilities

Direct, train and maintain high levels of service at the Front Desk. Have a working knowledge of all Front Desk functions including night audit, reservations, and related systems. The duties of this job require a high degree of specialized expertise and skill in maintaining established standards of quality and accuracy. Drive, determination, and a self-disciplined approach to achieving results that meet these established criteria are necessary for successful job performance. The job environment is structured, and job expectations are clear. While the pace of the work is faster than average, quality is never compromised. The focus of communication and organizational relationships is based on technical expertise. The work requires specialized technical problem solving and ingenuity while working within approved organizational systems and technology, and the demonstration of the values of integrity, quality, and caution.

Supervision Received/Provided

This position receives moderate supervision by the General Manager or a designated manager/supervisor.

Essential Duties

• Responsible for the selection, training, and supervision of the entire Front Office operation to ensure the highest level of service and value to every guest, every day throughout their stay.
• Supervise the daily operations of the Front Desk, maximize revenues, and motivate employees to ensure an optimal level of quality service and hospitality are provided to the hotel customers and guests while balancing inventory
• Maintain complete knowledge at all times of hotel features/services, hours of operation; room types, numbers, layout, decor, location; room rates, amenities offered, services available, special packages and promotions
• Be aware of scheduled in-house group activities, locations, and times; daily occupancy and expected arrivals/departures; room availability status for any given day
• Respond to guest's special requests, needs, problems, issues, and concerns.
• Accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
• Assist guests in making reservations by phone or in person when Central Reservations is not a better option. Retrieve and enter Travel Click/GDS reservations and cancellations, following up with proper documentation and filing as trained.
• Monitor and control daily revenues and expenses, maximize ADR and occupancy, participate in revenue management decisions, ensure procedures are followed and proper controls are in place to minimize losses and expenses and maximize hotel profits. Scrutinize house/master accounts to assure they are current and do not carry a balance beyond an acceptable date
• Perform Manager on Duty function as assigned; follow key control procedures

Task List

• Supervise the Front Desk Agents at the Front Desk; interview, schedule, train, develop, empower, coach and counsel, recommend performance reviews, resolve problems, provide open communication, and recommend discipline, as appropriate.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that staff are knowledgeable on such. Adjust the hotel system as requested.
• Review the daily business levels, anticipate critical situations, and plan effective solutions to best expedite these situations. Initiate room assignments for group arrival and prepare keys in advance. Assist with reservations and week billing for extended stay guests.
• Monitor performance of all Front Office staff in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel; verify night audits are balanced daily and proper reports are submitted to corporate office.
• Ensure security of guest room access; follow key control procedures.
• Review communication logs and ensure that guest requests are met. Check for repetitive problems and follow through on any unresolved requests. Communicate with housekeeping to confirm issues have been handled appropriately.
• Monitor and ensure that all cashiering procedures comply with policies and standards. Assist with daily deposits as requested
• Meet with departing MOD's/Supervisors to review and follow up as required.
• Access all functions of the computer system according to established procedures and standards.
• Keep all A/R and Direct Bill accounts accurate and current. Assist in researching all credit card issues, charge backs, overcharges, and disputed charges. Contact guests where required to explain disputes regarding Front Desk procedures.
• Ensure that surrounding area hotels are audited daily for status of rooms, rates, discount rates and packages. Maintain a current list of available locations for walk in situations.
• Inspect V.I.P. arrival rooms as required, ensuring compliance with standards. Inspect guest rooms as needed to accommodate early arrivals
• Complete a property walk to inspect guest room floors, public areas, and restrooms. Rectify deficiencies with respective departments.
• Ensure work orders for maintenance repairs are completed and submitted to Engineering. Contact Engineering directly for urgent repairs.
• Schedule regular meetings for the Front Office staff.
• Monitor Front Desk staff to ensure proper uniforms and general appearance standards of Stoney Creek Hotel & Conference Center are being met.
• Effectively schedule staff based on business level and control labor to stay within budgeted guidelines

Other Duties

• Attend and participate in all property and department meetings
• Coordinate and/or assist other departments to meet a guest request
• Train others on the functions and tasks of this position as requested
• Report on accidents, injuries, near misses and property damage to supervisor
• Perform special projects based on capabilities and knowledge

Required Education/Certifications/Training/Experience

• High School diploma or GED preferred. Some post high school education in a field related to hospitality may accelerate promotional opportunities.
• One to two years of prior front experience required. Some supervisory experienced preferred but not required.
• Read and follow the rules and procedures provided in the employee handbook

Technical Skills and Abilities

• Have knowledge of all hotel emergency procedures especially fire prevention and emergency procedures
• Be familiar with the computer systems and electronic machines used to carry out the tasks of this position. Use protective equipment provided.
• Ability to identify departmental training needs and arrange for such training to be provided.
• Ability to focus attention on details, to suggestively sell available rooms, to remain calm and courteous with demanding/difficult guests and/or situations.
• Ability to perform job functions to standards under pressure.

Benefits of working at Stoney Creek Hotels

• Paid Onboarding
• Paid Training
• 401k plan with Safe Harbor Match
  • eligible for the first open enrollment after 90 days
• Paid Holidays for holidays worked (double time!)
• Hotel room discounts
• Opportunities for career progression
• A thriving culture that provides genuine hospitality
• The ability to own and empower your work
• Join a great team of like-minded individuals who work hard and smart at the same time

If you are a full-time employee, you will also receive these benefits in addition to the amazing benefits above:

• Health and Dental through Wellmark Blue Cross Blue Shield and Vision through Avesis anywhere from a single to a family policy
  • eligible the first of the month following 60 days of employment
• Paid vacation and sick leave