Hotel/Motel Front Desk Supervisor

JOB DESCRIPTION:

Directly supervises all front office personnel and ensures proper completion of all front office duties and coordination with housekeeping and maintenance heads. Directs and coordinates the activities of the Front Desk, reservations, guest services, and telephone areas. Prepare monthly reports and budget for the front office department.

FRONT OFFICE SUPERVISOR DUTIES AND RESPONSIBILITIES:

• Customer Service, Customer Service, and Customer Service!!
• Personally, Train (at least one shift), cross-train and retrain all front office personnel.
• Evaluate the job performance of each front-office employee.
• Participate in the selection of front office personnel.
• Ensure that employees are, at all times, attentive, friendly, helpful, and COURTEOUS to all guests, managers, and other employees.
• Resolve guest problems quickly, efficiently, and COURTEOUSLY.
• Help hotel manager in Front Desk schedule.
• Monitor that Front Desk staff take breaks when appropriate and give breaks when you are on site.
• Cover Front Desk shift in case of last-minute sick call, short staff, etc to lower cost of Front Desk payroll and overtime.
• Wear the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times.
• Maintain working relationships and communicate with all departments (Hotel management, housekeeping, and maintenance) on regular basis.
• Maintain master key control.
• Verify that accurate room status information is maintained and properly communicated.
• Review and completes credit limit reports.
• Check cashiers in and out and verifies banks and deposits daily.
• Enforce all cash handling, check-cashing, and credit policies.
• Conduct regularly scheduled meetings of front office personnel.
• Maximize room revenue and occupancy by reviewing status daily (Create and review local Events calendar on regular basis). Analyze rate variance, monitor credit report, and maintain close observation of daily house count. Monitor selling status of house daily.
• Monitor high-balance guests and take appropriate action.
• Monitor all V.I.P 's special guests and requests.
• Maintain required pars of all front office and stationery supplies.
• Review daily front office work and activity reports generated by Night Audit.
• Review Front Office log book and Guest feedback forms on a daily basis.
• Perform other duties as requested by management.

Qualifications and Requirements:

• High School diploma or equivalent.
• Minimum 3 months of previous experience in customer service, Front Desk service, or other related fields
• Ability to build rapport with guests
• Strong organizational skills
• Excellent written and verbal communication skills

Supplemental Pay:

• Bonus pay
• Pay for off duty calls

COVID-19 considerations:

• We have hand sanitizers, masks, gloves, etc for a safe environment and protection from Covid-19.