Front Desk Supervisor

No matter whether a guest arrives weary from their travels or excited for a vacation, you know what to do to make them feel at home.  They will appreciate the pristine lobby, your warm welcome, and your efficiency in getting them checked in and pointed in the right direction.  When they know you genuinely care about the quality of their stay, you are operating at a level of excellence which in turn creates a customer for life.

 Our Front Desk team makes a difference by:

• A warm, people-oriented demeanor
• A team-first attitude
• A gift for paying attention to the smallest details

As Front Desk Supervisor, you will:

• Maintain a friendly, cheerful, and courteous demeanor at all times
• Utilize interpersonal and communication skills to lead, influence, and encourage others; lead by example
• Encourage and build mutual trust, respect, and cooperation among team members
• Serve as a role model to demonstrate appropriate behaviors
• Strive to improve service performance
• Communicate clear and consistent messages regarding Front Desk goals to produce desired results
• Develops specific goals and plans to prioritize, organize, standards, and meeting the expectations of customers on a daily basis
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge and skills
• Help train staff on front desk shift operations
• Organize, confirm and process guest check-on/check-outs and adapt for any changes, verify guest identity
• Respond to and resolve guest requests
• Secure payments, verifying and adjusting billing as needed
• Provide guests with room and hotel information, directions, amenities, and local interests
• Run daily reports, reviewing to see what needs to be communicated to the next shift’s staff
• Complete cashier and closing reports, counting the bank at the end of each shift securely
• Accept and record wake-up calls, delivering them to the right department
• Maintain confidentiality of all guests, proprietary information
• Communicate any emergency, lost item, or theft to the proper staff and/or authorities
• Report maintenance problems, accidents, and safety hazards
• Keep contingency lists in case of emergency and communicate any necessary messages
• Protect company assets
• Comply with all quality assurance expectations

To be successful in this role, you need a professional demeanor, and a warm and welcoming personality, and must be able to engage easily and actively connect with others.  Be genuinely caring and compassionate and visibly demonstrate a desire to understand others.  Have natural instincts and insight for finding the best solution to unclear situations, issues and problems. Create confidence and trust, while communicating the right message at the right time.  Be comfortable conversing with individuals from a variety of backgrounds and at all organizational levels.  Be direct yet tactful and considerate of the audience.  Speak with others using clear and professional language, and answer telephones using appropriate etiquette.  Maintain awareness of undesirable persons on premises.  Clean professional appearance.  Perform other reasonable job duties as requested by Supervisors.

This role requires standing for long periods of time, or an entire shift.   Read and visually verify information in a variety of formats (i.e. small print).  Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.  Move, lift, carry, push, pull and place objects weighing less than 25 pounds without assistance. 

MHG Hotels LLC seeks to attract and retain a high-performing and diverse workforce in which employee differences are respected and valued to better meet the varying needs of the diverse customers we serve.  MHG Hotels LLC is an equal opportunity employer and does not discriminate on the basis of disability, veteran status, or any other basis protected under federal, state, or local laws.

If you are an individual with a disability and need assistance completing the online application, please call 317-356-4000 extension 203.  Please leave a message and a member of our Human Resources team will return your call within three business days.  Alternatively, an email may be sent to hr@mhghotelsllc.com “Applicant Accommodation” should be included in the subject line of the email.  Please note that this phone number and email are only for those individuals who would like to request accommodation to apply for a job.