Front Desk Supervisor - Springhill Suites

Providence Hospitality Partners is based in Denver, Colorado, and founded in 2002. We strive to operate hotels where every guest wants to stay, every associate wants to work, and every investor wants to own. We encourage and support each associate to achieve clearly defined objectives, and we pursue a proactive position to enhance the wellbeing in our communities. We provide a corporate culture that values teamwork, a strong work ethic, service to others, and personal balance.

SUMMARY: The Front Desk Supervisor oversees and coordinates daily operations of the Front Desk/reception department; ensures maximum guest satisfaction.

DUTIES AND RESPONSIBILITIES:

• Organizes, directs, and monitors daily activities of Front Desk agents
• Ensures efficient, friendly, and professional guest registration, check-out, and telephone service; observes Front Desk agents to ensure that established procedures are followed
• Establishes procedures, prepares and coordinates schedules, and expedites workflow
• Assists with hiring, training, motivating, and rewarding Front Desk agents
• Reviews current day’s expected arrivals and checks all VIP and special request reservations to ensure that they are pre-registered, blocked properly, and other departments are notified of room assignments
• Reviews the daily room availability and informs all appropriate staff
• Reviews status of departures on a daily basis; relays all pertinent information to Front Desk agents and other appropriate staff
• Ensures all necessary reports and forms are completed daily
• Performs Front Desk agent responsibilities as needed to process guests expediently including but not limited to checking guest into hotel, responding to guest questions, resolving guest problems/complaints, answering telephone, making guest reservations, and checking guests out of hotel
• Ensures that guests’ needs are fulfilled and their stay is as pleasurable as possible; assists with dining, entertainment, or transportation reservations as needed
• Assists Front Desk agents with resolution of guest problems/complaints as needed
• Monitors and maintains Front Desk area
• Possesses and maintains thorough knowledge of hotel services, facilities, policies, and room rates and area’s attractions
• Performs other related duties as assigned by management

SUPERVISORY RESPONSIBILITIES:

• Directly supervises employees within the department(s)
• Indirectly supervises employees within the department(s)
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

QUALIFICATIONS:

• Demonstrated proficiency in supervising and motivating subordinates
• Basic competence in subordinates’ duties and tasks
• Good judgement with the ability to make timely and sound decisions
• Must be able to speak, read, write, and understand the primary language(s) used in the workplace
• Commitment to excellence and high standards
• Excellent written and oral communication skills
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Acute attention to detail
• Strong organizational, problem-solving, and analytical skills
• Ability to manage priorities and workflow
• Excellent customer service skills
• Ability to understand and follow written and verbal instructions
• Professional appearance and demeanor
• Ability to effectively communicate with people at all levels and from various backgrounds

EDUCATION AND EXPERIENCE:

• Bachelor’s degree or equivalent preferred
• Four years of Front Desk related experience or equivalent

COMPETENCIES:

• Customer Service-Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Teamwork-Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Managing People-Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services; Continually works to improve supervisory skills.
• Ethics-Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support-Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.
• Professionalism-Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Continually required to stand, walk, bend, and reach
• Continually required to utilize hand and finger dexterity to operate a keyboard and office equipment
• Occasionally required to lift/push/carry items up to 25 lbs.

SALARY: $18-$19/hour

BENEFITS:

• Medical, Dental, and Vision Insurance
• Voluntary Short-Term and Long-Term Disability
• Company paid Basic Life and AD&D Insurance
• 401(k) with Company match
• Paid Time Off and State required sick pay
• 8 Paid Holidays
• Hotel discounts by brand