Front Desk Supervisor

JOB DESCRIPTION - JUNIOR XPERIENCE MANAGER

POSITION: Junior Xperience Manager

REPORTS TO: Xperience Manager

MIN REQUIREMENTS: High School Degree or Higher, and either 2 years of front office

experience or 2 years of managerial experience

SCHEDULE REQUIREMENTS: Must work weekends ; 3 days on-shift and 2 days off-shift

SUMMARY / OBJECTIVE

The Junior Xperience Manager will collaborate with all departments within the hotel which include front

office, housekeeping and maintenance. This position will be responsible for establishing and maintaining

guest services along with being responsible for various tasks involved in the overall operations of the

hotel. The Junior Xperience Manager will also participate in the Xperience Manager Training Program

and assume the Manager on Duty role in the absence of the Xperience Manager to ensure proper

management of the hotel.

CONCEPT CORE VALUES

 Guest Satisfaction - This commitment is based on the recognition that success in the lodging

business cannot be achieved without making a serious and genuine commitment to meeting and

exceeding customer satisfaction. Concept aspires to "delight" every customer.

 Associate Satisfaction - As we treat our associates so shall they treat our customers.

Successfully delivering customer service on a consistent basis dictates that the enterprise keeps

its focus on associate happiness, their satisfaction. Concept nurtures and supports individual and

team excellence.

 Community - Concept is committed to supporting all its host communities and the greater

lodging industry in which it conducts business.

 Transparency - For the enterprise to operate efficiently, Concept is committed to continuously

promoting and nurturing a work environment of open, honest, direct and timely

communications at all times.

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 Accountability - Concept recognizes and appreciates that accountability means all associates

take ownership for results and outcomes. We further understand that accountability requires

providing necessary resources. Sustained success warrants that the entire organization is

committed to delivering exceptional operating results.

 Innovation - Concept views itself as an innovator and is committed to encouraging and

rewarding innovation.

GENERAL RESPONSIBILITIES

 Management of the front office operations, including scheduling of front office personnel

 Collaborate with the housekeeping department to ensure its operations in the absence of the

Xperience Manager

 Collaborate with the maintenance department to ensure its operations in the absence of the

Xperience Manager

 Manage the Business Center and vending

 Participate in the interview process of front desk staff and on-boarding of new front office staff,

ie. training on front desk duties and ongoing training support

 Participate in the interview process for the housekeeping and maintenance departments

 Manage the hotels' social media and guest review responses via TripAdvisor, Google+, Yelp,

Guestfolio

 Follow the Xperience Manager Training Program

 Expected to work the front desk 3 shifts per week and 2 non-shift weekend days for MOD

duties

SPECIFIC RESPONSIBILITES

 Operations

 Send end of the day activity and accomplishment email on a daily basis to the Xperience

Manager and a copy to the Xperience Director

 Be proficient on the use of the property management system

 Have a good understanding of all hotel operating procedures, champion Standard Operating

Procedures (SOPs)

 Enforce all existing new policies and procedures with the front office and breakfast area

staff

 Process reservations by mail, telephone, fax and central reservation system referrals

 Have complete knowledge of room types and offered rate plans

 Fully understand the hotels' policy on guaranteed reservations and no-shows

 Process cancellations and modifications to reservations

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 Be proficient on the use of all front office equipment such as credit card machine, copier

and fax

 Constantly monitor front office communication logs

 Monitor appearance of all front desk, business center, vending and breakfast areas

 Manage business center and vending areas

 Maintain proper staffing of front office areas and breakfast areas by preparing and posting

schedules for front office and breakfast staff

 Train new-hire front desk staff on the system and standard operating procedures (SOPs),

along with ongoing training support

 Work 3 front desk shifts with an additional 2 weekend non-shifts of MOD duties

 Perform room inspections during the 2 weekend non-shifts

 Be willing and able to work any shift, including audit and fill in when other employees are

not able to work their scheduled shift

 Inform the Xperience Manager of any unique situations or unusual developments in all

operations

 Handle guest complaints effectively

 Manage Lost and Found log per SOP specifications

 Perform a Bucket check on a daily basis (per shift)

 Manage and perform inventory of the Key Log

 Sales / Marketing

 Open, close and adjust rates on reservations systems when applicable

 Manage group inquiries

 Respond to social media guest reviews

 Generate social media content

 Accounting

 Understand the Chart of Accounts in order to code the invoices for the front office and

breakfast area

 Commission reconciliation on a monthly basis

 Ensure sign off and upload of Payroll Signoff report on a biweekly basis

 Check Night Audit packets on a daily basis

 Monitor and manage Transient Occupancy Tax Exemption paperwork

 Billing for A/R (Accounts Receivable )

 Human Resources

 Participate in the interview process of front office staff

 Train new-hire front desk staff on the system

 Evaluate front desk staff work performance

 Oversee housekeeping staff in the absence of the Xperience Manager

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 Oversee maintenance staff in the absence of the Xperience Manager

 Oversee attendance trends by completing the approved Attendance Tracker

 Complete Workers Comp reporting paperwork and report in the absence of the Xperience

Manager

 Follow Xperience Manager Training Program

 Promote goodwill by being courteous, friendly and helpful to guests, managers and all other

associates

 Purchasing

 Maintain all equipment, conduct an inventory on the last day of each accounting period and

maintain office and breakfast area supplies at par

 Adequate inventory control and ordering while staying within budget

OPTIMUM ATTIBUTES

 Effective communication skills

 Self-starter

 Detail oriented

 Pleasing personality

 Good team player

 Good listener

 Well groomed and professional appearance

 Open with praise, discrete with criticism

 Innovative and creative

 Problem solver

 Effectively uses technology to accomplish hotels' goals and objectives

 Customer and client focused

 Ability to work under pressure/stress and maintain composure at all times