Front Desk Supervisor

Supervises the seasonal staff and assists in representing the hotel to the guest throughout all stages of the guest's stay. Determines a guest's reservation status and identifies how long the guest will stay. Helps guests complete registration cards and then assigns rooms, accommodating special requests whenever possible.

• Ensures outstanding customer care at all times.
• Maintains a friendly, cheerful and courteous demeanour at all times.
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Supervises daily shift process ensuring all team members adhere to standard operating procedures.
• Trains, directs the work of, resolves issues/problems and coaches and counsels the front desk team members to ensure a quality operation.
• Resolves customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Adheres to company credit limit/floor limit policies.
• Allocates rooms to expected arrivals after checking the guest’s preferences and special requests.
• Builds strong relationships and liaise with all other department's especially housekeeping, reservations etc.
• Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.
• Cross Checks all billing instructions are correctly updated
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Supervises the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Performs other duties as assigned, requested or deemed necessary by management.
• Ensures Front office log book and hotel log book is always updated and actioned upon.
• Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.
• Participates in hotel committees and task force assignments.
• Assists all departments in servicing the guests during high volume periods.
• Takes responsibility in the absence of the Duty Manager/Front office manager

Qualifications:

• Degree, Diploma, Certification or extensive experience in Hospitality Management, hotel or other related field is preferred.
• Must have experience motivating and leading a winning team.
• Knowledge of Opera / Fidelio / Other world Class Property Management System is required.
• Minimum three to five years of experience as Front Office Associate / Front office cashier in a hotel.
• Must have computer knowledge and experience in MS Office programs.

Physical Requirements:

• Standing with or without movement for extended periods of time.
• Must be able to bend, push up to 20lbs and lift up to 20lbs.
• Must frequently use hands to handle, or feel objects, tools, or controls; and reach with hands and arms.