Summary: 

The Front Desk Supervisor is responsible for daily supervision of the Front Desk staff, quality service, guest satisfaction and safety. Supervises check-ins, check-outs, and resolves guest requests in safe and efficient compliance with policies and procedures. To ensure that the brand standards, federal, state and local regulations are being practice. Supervise the processing of guest bills and collection of payments in compliance with cash handling, credit card processing and accounting policies and procedures. Promptly reports emergencies, accidents, injuries, missing articles, damage, engineering items and safety hazards to management. Reports any deviations from policies, procedures, brand standards and regulations to management.

Qualifications

To perform the job successfully, an individual must be able to adhere to each of the essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill and ability necessary to do so. Reasonable accommodations may be made to ensure individuals with disabilities are able to perform the essential functions.

Essential Duties and Responsibilities

• Knowledgeable in OnQ PMS is a plus.
• Knowledgeable in the proper check in and check out procedures.
• Ensure that guest needs and requests are met.
• Ensure that guests' names are used throughout your interaction with them.
• Ensure to follow through on all issues and discrepancies as pertaining to Guest Services.
• Accountable for maintaining banks and/or cash drawers at the Front Desk.
• Complete and print all required daily shift reports, records and logs as necessary.
• Answer and transfer calls in accordance with hotel standards.
• Verify daily rate and availability.
• Prompt guests to comment on their stay on Satisfaction and Loyalty Tracking (SALT) and Trip Advisor.

• Supervise the Front Desk staff. Ensure associates are equipped with the necessary knowledge and skills to achieve job expectations. Evaluate the staff's job performance, coach and counsel as necessary. Clearly communicate to associates the standards of performance and their role in contributing to individual and team success. Ensure staff compliance with internal controls, policies, procedures, standards and regulations.

• Supervise and process guest check-ins and room assignments following the hotel's rate structures, discounts and sell/upsell strategies. Accommodate special requests when possible.

• Answer inquiries about hotel services, in-house events, directions, local attractions, etc. Assist guests with safety boxes, additional guest room keys, transportation, etc.
• If necessary, walk guests in a professional and courteous manner and in compliance with policies, procedures and brand stands.
• Supervise and process pre-register, block reservations and, as appropriate, same day and future reservations. Cancel room reservations according to policies and procedures.
• On time and at work when scheduled and in proper uniform.
• Attend department meetings as scheduled.
• Consistent professional and positive attitude and actions when communicating with guests and associates.
• Serve as Manager on Duty.
• Comply with policies and procedures. Practice safe work habits and comply with sanitary, safety, security and emergency procedures. Write M.O.D reports including reports on any incidents of accidents or injuries when assigned. Check with manager before leaving work area for any reason.

• Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested.

• Other duties and tasks as requested by management.

Education And Or Experience

A High School diploma or General Education Degree (GED); Bachelor Degree in Hospitality or Hotel Management preferred or 2 year related experience and/or training; or equivalent combination of education and experience. Previous hotel experience preferred, but not required.

Language Skills

The ability to: listen, read, write, and speak, both clearly, and effectively ensures that the lines of communication are open between the Associates and guests at the hotel; and is absolutely essential. Customer service is our priority, so it is imperative that all Associates communicate to the best of their ability.

Mathematical Skills

The ability to perform basic mathematical functions: adding, subtracting, multiplying, and dividing, using whole numbers, common fractions, and decimals; along with the ability to compute rate, ratio, percent and interpret bar graphs.

Safety Policies & Practices

All Associates are responsible for following the Field Hotel Associates' safety policies and procedures.

Work Environment & Reasoning Ability

The ability to apply the use of common sense & understanding in order to carry out instructions, whether in written, oral or diagram form. The ability to work in close proximity with others comfortably, while multitasking in a fast paced environment. Conflict resolution skills.

Appearance & Performance Expectations

All Associates are responsible for following the Field Hotel Associates' standards of appearance, which is a major part of all performance appraisals. Expectations of performance will be explained and assessed by your department head.