Front Desk Supervisor

Description

Job Summary

The Front Desk Supervisor is responsible for assisting the Front Desk Manager and/or General Manager while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay. He/she is also responsible for maximizing room revenue and occupancy

Education & Experience

• •At least 2 to 3 years of progressive experience in a hotel or a related field is required. High School diploma or equivalent required.
• •College course work in related field helpful.
• •Previous supervisory responsibility preferred.
• •Must have a valid driver's license for the applicable state.
• •Must be able to convey information and ideas clearly.
• •Must be able to evaluate and select among alternative courses of action quickly and accurately.
• •Must be able to work well in stressful, high pressure situations, including ability to handle guest objections and disputes to satisfactory results.
• •Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.
• •Must maintain composure and objectivity under pressure.
• •Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• •Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
• •Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co- workers and guests.
• •Must be able to work with and understand financial information and data, and basic arithmetic functions.

Requirements

Job Duties & Functions

• •Approach all encounters with guests and associates in a friendly, service oriented manner.
• •Maintain regular attendance in compliance with Avion Hospitality standards, as required by scheduling which will vary according to the needs of the hotel.
• •Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
• •Comply at all times with Avion Hospitality standards and regulations to encourage safe and efficient hotel operations.
• •Maintain a friendly and warm demeanor at all times.
• •Set the standard for guest relations at the Front Desk.
• •Obtain all necessary information when taking room reservations.
• •Monitor all V.I.P. and special guest requests.
• •Review Front Office log and Trace File daily.
• •Fully comprehend and execute all relevant phases of the front desk computer system.
• •Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• •Be aware of all rates, packages, and promotions currently underway.
• •Be familiar with all in-house groups.
• •Be aware of all closed out and restricted dates.
• •Follow and enforce all Avion Hospitality hotel credit policies.
• •Be able to perform all duties of Front Desk Agent.
• •Be able to complete and ensure that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed.
• •Maintain proper operation of the P.B.X. console and ensure that all Avion Hospitality standards are met.
• •Establish and maintain good communications and teamwork with fellow associates and other departments within the hotel (set example for other associates, be the team leader).
• •Assist the G.S.M. in ensuring that associates are following and maintaining Avion Hospitality standards (i.e., answering phones, call-backs to guests, guest request log).
• •Have knowledge of and assist in all emergency procedures as required.
• •Oversee and ensure that all guests are checked in/out in a friendly, efficient and courteous manner.
• •Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
• •Ensure that associates are, at all times, attentive, friendly, helpful and courteous to all guests, managers and all other associates.
• •Ensure the maximization of room revenue through Rooms Merchandising.
• •Answer all guest inquiries in a timely and professional nature.
• •Be involved in departmental meeting, planning and execution.
• •Help maintain productivity levels at or above budgeted standards.
• •Perform any other duty as required by management.
• •Assist in training of new hires and current associates on a regular basis.
• •Attend meetings as required by management.