Front Desk Supervisor

Job Title: Front Desk Supervisor    

Department: Front Office

Reports to: Front Office Manager   

Status: Non-Exempt / Hourly

Job Summary:

Responsible for ensuring the satisfaction of the guests including accurate billing services, swift and efficient registration services and always fostering a hospitable and professional atmosphere. 

Duties/Responsibilities:

• Self-starting personality with an even disposition to effectively communicate with guests, team members and community. 
• Responsible for the smooth operation of check-ins and check-outs, guest services, guest satisfaction and rectifying any issues that arise. 
• Responsible for scheduling the staff and is expected to be knowledgeable and capable of performing all front desk tasks. 
• Communicates with the Housekeeping and Engineering Departments as needed regarding room and maintenance requests from the guests. 
• Checks AM and PM discrepancy reports.
• Has complete working knowledge of software system, including all daily transactions and those which are not performed often. 
• Has full understanding of software system and assists with reservations. 
• Monitor and maintain the Front Office systems and equipment to ensure their optimum performance 
• Can perform all of the front desk functions to include Guest Service Representative, PBX Operator, Reservationists, etc. 
• Assists Guest Service Representatives as needed, checking guests in and out of the hotel and handles monetary exchanges, checks and credit cards received from the guests for payment of hotel charges. 
• Ability to gives accurate directions to hotel facilities, rooms and local area attractions. Must seek out answers to all area requests if unknown or unfamiliar using given resources and/or the internet. 
• Ensures proper staffing levels of Front Desk by assisting Front Office Manager in preparing weekly schedule and maintaining proper documentation (time cards, disciplinary procedures, reviews, etc.) 
• Trains all new Front Office associates. 
• Assists the Front Office Manager by handling special requests, group blocking and unusual circumstances. 
• Acts as Front Office Manager when FOM is out of office. 
• Comply with attendance rules and be available to work on a regular basis. 
• Provides for a safe work environment by following all safety and security procedures and rules. 
• Perform any other job related duties as assigned.

Required Skills/Abilities:

• Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment. 
• Must possess the ability to handle stressful situations in a calm, professional manner and exhibit good judgment.
• Excellent communication skills. Ability to convey information and ideas through writing, telephone and personal meeting situations; engaging the audience and helping them understand and retain the message. 
• Skilled at establishing effective relationships with customers and internal partners; requires effective reading, writing and oral comprehension. 
• Must have an outgoing personality, be well organized, and detail oriented. 
• Must be able to work a flexible schedule to include evenings, nights, weekends, and some holidays. 
• Must have a good work ethic, be honest and work well with others. 
• Must have good cash handling skills, able to make change, manage cash drawer.
• Must have a flexible schedule and ability to work days, evenings or nights any day of the week, including weekends and holidays. 
• Demonstrated ability to perform multiple tasks in a busy environment and remain flexible 
• Must have a self-starting personality with an even disposition to effectively communicate with guests and staff. 

Education and Experience:

• Prior customer service experience.

Supervisory Responsibilities:

• Responsible for managing all front office staff during shift.
• Ability to lead, direct and work with people. 
• Must manage all associates in a firm and fair manner.
• Expected to supervise, train, and maintain all front office staff in absence of FOM.

Physical Requirements:

• Stand/walk on feet for 8 hours and work in a restrictive space/environment. 
• Must have eyesight enabling vision both near and far. 
• Finger dexterity to type, to write, and work on a computer. 
• Must speak in a clear, understandable voice, hear at a basic level, and understand English. 
• Must be able to bend, stretch arms overhead and lift and/or carry up to 30 pounds. 

Note:

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. 

The company is an Equal Opportunity Employer and complies with ADA regulations as applicable. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. 

This document does not create an employment contract, implied or otherwise, other than an “at will” relationship. 

I have read and understand the job description as stated above and accept that any of the tasks may be modified or changed. I accept responsibility for knowing the modifications and/or changes in this job description. I can perform the essential functions of this job as listed above, with or without reasonable accommodation. 

This is a full-time PM position from 3pm - 11pm.