Job description

JOB DESCRIPTION/FUNCTIONS

FRONT DESK SUPERVISOR

REPORTS TO: Front Desk Manager or Front Office Manager/General Manager

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BASIC PURPOSE: Supervise the desk clerks to ensure completion of essential duties necessary for an efficient Front Desk operation.

ESSENTIAL FUNCTIONS:

• Perform all operational property duties in the absence of the General Manager
• Ability to work flexible schedule. Long hours are often required, including evenings, weekends, and holidays.
• Strong written and verbal communication skills are required..
• Must maintain composure and objectivity under pressure, and present a professional, caring and objective demeanor at all times.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must be effective at listening to, understanding and clarifying concerns and issues raised by team members and guests.
• Have a clear and working understanding of where the property is from a budgetary and financial standpoint. Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Have knowledge and understanding of all department policies and procedures, and communicate and enforce all policies fairly and consistently with staff.
• Daily interaction with guests in all public areas, as well as daily interaction with employees, supervisors and managers throughout the hotel
• Be familiar with and comfortable with all necessary reporting in all departments.
• Ensure that training in service standards is taking place in each department.
• Perform daily property walks, room inspections, grounds inspections, and overall building monitoring practices
• When needed, assist other departments and employees with any tasks requested by a supervisor or manager
• Handle guest check-ins and check-outs efficiently and in a friendly and professional manner.
• Supervise desk clerks and work load during shift. Complete shift check-lists as specified.
• Run accurate room status reports in a timely manner and relay necessary information to effected departments and individuals.
• Assist with all sales/group functions as directed by the GM.
• Update daily group information; maintain and be familiar with future group files.
• Monitor and prepare group requirements and relay necessary information to effected departments and individuals.
• Print cashiers report and verify balances.
• Verify all banks and deposits accordingly.
• Monitor key control to maintain hotel security.
• Respond to guest questions regarding the hotel.
• Know the lay out of the hotel including all suites, parlors, meeting rooms and all outlets' location and hours of operation.
• Maintain good working relationships and open lines of communication with all other departments.
• Train, cross-train, and re-train (when necessary) all Front Desk Personnel.
• Assist Front Desk and/ when necessary.
• When needed, assist other departments and employees with any tasks requested by a supervisor or manager

KNOWLEDGE AND SKILLS:

Education: High School education or equivalent

Experience: 1-2 years supervisory experience in hospitality or other customer relations position.

Skills and Abilities:

• Efficient keyboarding skills required
• Ability to communicate clearly and succinctly in English, with a second language desirable.
• Ability to achieve positive guest relations and maximize guest satisfaction.
• Ability to handle cash and credit transactions.
• Ability to enforce all company rules and SOPs.
• Ability to manage, mentor, train and supervisor front desk employees in an efficient and effective manner.

No. of employees supervised: Three or more employees.

Travel required: Travel not typically required

Hours Required:

• Scheduled days and times may vary based on need and/or direction of supervisor
• Flexibility in scheduling required, including weekends, night and holidays when needed
• Must adhere to the time and attendance policies set forth by the company

ENVIRONMENT

Physical Job Requirements

Lifting/Pushing/Pulling/Carrying

Position may require some lifting, pushing pulling or carrying. This may include assisting guests with luggage, accepting parcels, or otherwise assisting with movement of office and property supplies throughout the department

Bending/Kneeling

Position may require some bending and kneeling in the daily completion of your duties

Mobility

Position requires total mobility, with the ability to assist guest, walk guests and clients to rooms and meeting location, deliver supplies or requests to housekeeping and other property departments, distribute invoices to guest rooms, and be able to assist with essential property needs.

Continuous Standing/Walking

Position will require continuous standing and/or walking for the entire duration of a full shift

Climbing Stairs

Position may necessitate the climbing of stairs

Driving

If applicable, position may require assistance with shuttling guests to and from designated locations. If so, must be able to meet all Fleet Safety Program requirements

Work Environment

Position is an indoor position in an often fast-paced and hectic environment

Hearing/Vision/Speech

• Position requires the employee to be able to clearly communicate with, understand, and respond to direction
• Must be able to clearly communicate with guests and coworkers in a professional and articulate manner
• Must have excellent written and verbal skills, including the ability to compose business emails
• Must be able to visually monitor, read and respond to reports, guest reviews, written requests, and written policies and procedures

Chemicals/Agents

Position may require the light usage of general cleaning chemicals

Protective Clothing

None required for this position

Equipment Operation

• Position requires the use of all basic office supplies and products such as copy and fax machine, scanner, and phone system
• Position requires the knowledge of and use of brand-specific and property-specific software programs and systems

Job Type: Full-time

Pay: $40,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Weekend availability

COVID-19 considerations:
IHG Way of Clean includes deep cleaning with hospital-grade disinfectants, enhanced procedures, which include: face covering requirements, various ways to reduce contact throughout the hotel, social distancing measures within public spaces.

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 2 years (Preferred)
• Group Sales: 1 year (Preferred)
• Hotel Experience: 2 years (Preferred)

Work Location: In person

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