Front Desk Supervisor

Job Summary

The Front Desk Supervisor is responsible for assisting the Front Desk Manager and/or General Manager while providing attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay. He/she is also responsible for maximizing room revenue and occupancy.

Responsibilities

QUALIFICATIONS:

• At least 2 to 3 years of progressive experience in a hotel or a related field required. High School diploma or equivalent required.
• College course work in a related field helpful.
• Previous supervisory responsibility preferred.
• Must have a valid driver’s license for the applicable state.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must be able to work well in stressful high-pressure situations, including the ability to handle guest objections and disputes to satisfactory results.
• Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust, or modify to meet the constraints of the particular need.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data and basic arithmetic functions.

RESPONSIBILITIES:

• Approach all encounters with guests and associates in a friendly, service-oriented manner.
• Maintain regular attendance in compliance with Aimbridge Hospitality standards as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming which include wearing the proper uniform and name tag when working.
• Comply at all times with Aimbridge Hospitality standards and regulations to encourage safe and efficient hotel operations.
• Maintain a friendly and warm demeanor at all times.
• Set the standard for guest relations at the Front Desk.
• Obtain all necessary information when taking room reservations.
• Monitor all V.I.P. and special guest requests.
• Review Front Office log and Trace File daily.
• Fully comprehend and execute all relevant phases of the front desk computer system.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Be aware of all rates, packages, and promotions currently underway.
• Be familiar with all in-house groups.
• Be aware of all closed-out and restricted dates.
• Follow and enforce all Aimbridge Hospitality hotel credit policies.
• Be able to perform all duties of Front Desk Agent.
• Be able to complete and ensure that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed.
• Maintain proper operation of the P.B.X. console and ensure that all Aimbridge Hospitality standards are met.
• Establish and maintain good communications and teamwork with fellow associates and other departments within the hotel.
• Assist the G.S.M. in ensuring that associates are following and maintaining Aimbridge Hospitality standards.
• Have knowledge of and assist in all emergency procedures as required.
• Oversee and ensure that all guests are checked in/out in a friendly, efficient, and courteous manner.
• Be able to perform complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
• Ensure that associates are at all times attentive, friendly, helpful, and courteous to all guests, managers, and all other associates.
• Ensure the maximization of room revenue through Rooms Merchandising.
• Answer all guest inquiries in a timely and professional manner.
• Be involved in departmental meeting planning and execution.
• Help maintain productivity levels at or above budgeted standards.
• Perform any other duty as required by management.
• Assist in training of new hires and current associates on a regular basis.
• Attend meetings as required by management.
• Access to back of house areas of the hotel and sensitive information.
• Demonstrated ability to handle cash, prepare and deposit cash drops, secure and balance bank.
• Interact and occasionally have unsupervised contact with guests and/or colleagues.
• Access and control to sensitive areas in the hotel premises including Master Keys and/or guest rooms, Storage/Liquor Room, and secured file cabinets.
• Drive safely on behalf of the company for business reasons.
• Maintain a high level of trust and responsibility.
• Represent the company with a certain level of reputation and good character as well as exercise sound judgment.

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