Job description -
The Front Desk Supervisor will ensure the best guest experience possible. Leading the guest services team towards success will be a priority. Managing front desk discrepancies, operation systems, and customer related situations will be part of the daily tasks. The ideal candidate will communicate efficiently with others, and enjoy team work.
Full-time
Job responsibilities:
- Responsible for establishing and managing front desk operations/systems. Partners with other department heads to ensure that all guests needs and concerns are properly addressed
- Schedule and conduct training
- Perform all duties and responsibilities in a timely and efficient manner in accordance with company policies and procedures.
- Assign duties and observe performances to ensure adherence to Hotel policies. Conduct periodic feedback and performance review sessions.
- Resolve front desk discrepancies (financial, reservation, etc.). Order and track vouchers/show attractions / activities. Assist guests in making, changing, and canceling reservations and registering in/out of the resort.
- Assist in developing walk-in rates for last minute bookings.
- Coordinate activities/issues with other hotel departments in order to facilitate increased levels of efficiency and guest satisfaction - utilize and train on the systems provided.
- Ensure proper communication within the department by having a monthly staff meeting and regular scheduled trainings.
- Investigate complaints and initiate a mutually agreeable solution to promptly resolve any guest issues.
- Demonstrate positive leadership characteristics which inspire team members to exceed standards and promote
- Maintain and train the proper emergency and security procedures on a monthly basis.
- Maintain systems and controls to provide adequate supplies for efficient operation of the front desk -office, supplies, activity supplies, inventory of keys, radios etc.
- Planning, and organizing the overall operations of the front desk, bell services, and PBX.
- Welcome and acknowledge all guests according to company standards; anticipate and address guest service needs.
- Work with the Sales Manager to negotiate group rates and actively participate in the yield management program. Attends regular staff meetings and perform special projects as needed by General Manager