Hotel Front Desk Supervisor

SUMMARY

Coordinates the activities of hotel staff as directed and provides support to the General Manager by performing the following duties

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL JOB FUNCTIONS

• Monitors and ensures compliance with all guidelines for operations
• Conducts monthly department meetings to review new procedures and solicit input from all employees
• Handles and provides resolution to guest complaints and employee issues
• Assigns duties to employees and subordinates and observes performance to ensure adherence to hotel and franchise standards, hotel policies and established operating procedures
• Answers inquiries pertaining to hotel policies and services
• Assists General Manager in annual wage scale surveys; ensures employee wages follow wage and salary guidelines
• Ensures property hiring practices comply with all state and federal requirements
• Performs functions of the General Manager or Assistant General Manager in their absence
• Perform functions of Guest Service Agent as needed
• Provides training, including safety training, to front office staff as directed by Management
• Assists in the selection of Guest Service Agents
• Assists in scheduling Front Desk personnel within budget guidelines to assure adequate staffing
• Maintains accurate records including cash flow sheet, direct bill accounts, credit card payments, registration cards and reservation cards
• Corresponds with group and travel agents to answer special requests for rooms and rates
• Assists with sales and marketing efforts as directed
• Assist management team in conducting regular staff meetings
• All other duties as assigned

COMPETENCY

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving – Identifies and resolves problems in a timely manner; Develops alternative solutions; Uses reason even when dealing with emotional topics
• Customer Service – Responds promptly to customer need; Responds to requests for service and assistance;

Responds to requests for service and assistance

• Interpersonal – Maintains confidentiality
• Oral Communication – Responds well to questions; Demonstrates group presentation skills
• Team Work – Contributes to building a positive team spirit
• Written Communication – Writes clearly and informatively; Able to read and interpret written information.
• Delegation – Delegates work assignments; Provides recognition for results
• Managing People – Makes self available to staff; Provides regular performance feedback; Develops subordinates’ skills and encourages growth; Solicits and applies customer feedback (internal and external);

Improves processes, products and services; Continually works to improve supervisory skills

• Quality Management – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness
• Business Acumen – Understands business implications of decisions; Demonstrates knowledge of market and competition
• Diversity – Shows respect and sensitivity for cultural differences; Promotes a harassment free environment
• Organizational Support – Follows policies and procedures including but not limited to dress code policies
• Adaptability – Adapts to changes in work environment; Manages competing demands; Able to deal with frequent change, delays, or unexpected events
• Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time
• Dependability – Commits to long hours of work when necessary to reach goals
• Initiative – Asks for and offers help when needed
• Innovation – Generates suggestions for improving work; Develops innovative approaches and ideas
• Planning/Organizing – Prioritizes and plans work activities
• Professionalism – Treats others with respect and consideration regardless of their status or position
• Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality
• Safety & Security – Observes safety and security procedure; Reports potentially unsafe conditions; Uses equipment and materials properly

EDUCATION/EXPERIENCE

Associate’s degree or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience

LANGUAGE ABILITY

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or peers.

MATH ABILITY

Ability to calculate figures and amounts such as discounts, interest, and percentages.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

COMPUTER SKILLS

To perform this job successfully, an individual should have knowledge of word processing software; spreadsheet software and internet

CERTFICATES AND LICENSES

Valid Driver’s License

SUPERVISORY RESPONSIBILITIES

Directly supervises Front Desk, and other staff as determined by General Manager. 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

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

While performing the duties of this job, the employee is frequently exposed to wet or humid conditions (non-weather); work near moving mechanical parts; work in high, precarious places and fumes or airborne particles. The employee is occasionally exposed to toxic or caustic chemicals; outdoor weather conditions and risk of electrical shock. The noise level in the work environment is usually moderate.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential job functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee is occasionally required to taste or smell.

The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Free parking
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Morning shift
• Night shift
• On call
• Overnight shift

Work setting:

• In-person

Experience:

• Hotel experience: 2 years (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Required)

Job-related location requirement:

• Candidates must be within a 25-mile radius.

Work Location: In person