Pm Front Desk Supervisor

The Crowne Plaza North Augusta is a newly built hotel that opened in 2019 featuring the latest modern design for our guest comfort and productivity. The hotel offers 180 premium guest rooms, an upscale restaurant, a rooftop bar, and over 10,000 Sq. Ft. of state-of-the-art meeting and banquet space. The hotel is located adjacent to the Savannah River in the Riverside Village complex just across the 13th street bridge from the Augusta Convention Centre and Broad Street, downtown Augusta’s dining, and entertainment district. Riverside Village offers a variety of boutique restaurants and bars within walking distance of the hotel and the City of North Augusta’s outdoor amphitheatre and the SRP stadium home to the Augusta Green Jackets minor league baseball team. The paved 12-mile Greeneway Trail runs next to the hotel, offering picturesque river views for bikers, joggers, and walkers.

Job overview

Provide leadership that engages the service team to enhance the guest experience, ensure customer loyalty, and guarantee satisfaction. Assist the Front Office in managing all aspects of the front office to include guest registration, bell/ guest services, business center, telephone services, concierge services, guest reservations and transportation services to deliver an exceptional best of the brand guest experience.

Create confidence – by being an expert at what you do; by acting and looking the part and by adapting your style to match your guests’ pace in all you do.

Encourage success – by supporting and respecting your guests and their goals; by recognizing them and making them feel valued and important and by offering thoughtful choices to help them feel restored and balanced.

Make it happen – by being perceptive to your guests’ needs; by taking ownership for getting things done and working seamlessly with others to help guests be successful.

DUTIES AND RESPONSIBILITIES

PEOPLE

· Manage day-to-day staffing requirements, plan and assign work and establish performance and development goals for team members

· Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.

· Educate and train team members in compliance with federal, state and local laws and safety regulations Northpointe and IHG Crowne Plaza brand Standards. Ensure staff is properly trained and has the tools and equipment to carry out job duties.

Ensure staff is properly trained on OPERA PMS security and cash handling procedures, and service and quality standards.

GUEST EXPERIENCE

· Ensure front office staff provides guests with prompt service, professional attention and personal recognition.

· Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.

· Conduct routine inspections of the front office and public areas and take immediate action to correct any deficiencies.

· Is a role model for the concept of Gracious hospitality and reinforces this will all team members?

ACCOUNTABILITIES

Resolve and react to guest complaints, needs or concerns and ensure all guests receive appropriate responses in a timely and professional manner, anticipate potential problems by reviewing and monitoring complaints logs and records, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.

Have accurate and complete guest assistance information available regarding events taking place in town, restaurants, athletic events, etc. Determine the requirements for, and monitor special groups, guest and all VIPs.

Must be able to work Am and PM shifts if required to maintain proper staffing

1. Trains, cross –trains, and retrains all front office and Night audit personnel

2. Supervises workload during shifts.

3. Evaluates the job performance if each front office employee. 4. Maintains working relationships and communicates with all departments. 5. Maintains master key control. 6. Verifies that accurate room status information is maintained and properly communicated.

7. Resolves guest problems quickly, efficiently, and courteously.

8. Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel. 9. Reviews and completes credit limit report.

10. Works within the allocated budget for the front office.

11. Receives information from the previous shift manager and passes on pertinent details to the oncoming manager.

12. Reviews daily IHG loyalty member arrival requests and assign approximate rooms and upgrades 13. Checks cashiers in and out and verifies banks and deposits at the end of each shift. 14. Enforces all cash-handling, check-cashing, and credit policies.

15. Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times to include name tags and “At Your Service” button 16. Upholds the hotel's commitment to Gracious hospitality. 17. Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count.

18. Monitor high balance guest and take appropriate action.

19. Ensure implementation of all hotel policies and house rules. 20. Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes. 21. Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.

22. Ensure that employees are, attentive, friendly, helpful and courteous to all guests, managers and other employees.

23. Monitor all V.I.P special guests and requests. 24. Maintain required pars of all front office and stationary supplies 25. Review Front office log book and Guest feedback forms on a daily basis.

26. Perform other duties as requested by management.

27. Trains all staff on IHG Loyalty Rewards member program and has a Front Desk loyalty champion

28. Proficient in the use of Quore for guest, housekeeping and maintenance requests

Job Types: Full-time, Part-time

Pay: $15.00 - $16.00 per hour

Expected hours: 30 – 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Free parking
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

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

People with a criminal record are encouraged to apply

Ability to Relocate:

• North Augusta, SC 29841: Relocate before starting work (Required)

Work Location: In person