Front Desk Supervisor

Waco, TX, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Range $15.25 - $19.75

Work Schedule

Standard Hours

Day Shifts

Benefits

Medical insurance

Dental Insurance

Vision Insurance

401k

Paid Time Off

Career advancement opportunities

Employee assistance program

Job Description

Raines Co. is a distinguished family-owned development, management, and investment company with a legacy dating back to 1988. Over the years, it has expanded its operations and now proudly develops, operates, and owns some of the world’s leading hotel brands alongside boutique hotels. The company deeply values its family-oriented culture, fostering meaningful relationships not only amongst its associates but also with partners and the communities it serves. This commitment to relationship-building and operational excellence has established Raines Co. as a respected player in the hospitality industry, recognized for its welcoming work environment and strong corporate values.

Raines Co. offers a ... Show More

Job Requirements

minimum high school diploma, GED or equivalent
prior experience as front desk agent, customer service representative, or similar guest-facing role
supervisory experience in hospitality industry preferred
familiarity with PMSM3, Efficenter, Quore, PBX and other hotel related systems
proficiency in Microsoft 365 or similar computer applications
strong customer service and communication skills
ability to resolve guest issues efficiently
capability to work in a fast-paced environment
pre-employment background check required

Job Qualifications

minimum high school diploma, GED or equivalent
front desk agent, customer service representative, or similar guest-facing experience
prior supervisory experience in the hospitality industry preferred
experience with brand or property specific PMSM3, Efficenter, Quore, PBX and other hotel related systems
proficient in Microsoft 365 or similar computer applications

Job Duties

ensures outstanding customer care at all times
maintains a friendly, professional, cheerful, and courteous demeanor at all times
accurately answers inquiries from potential guests and accepts hotel reservations
consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency
responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion
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 and are friendly and attentive to guest needs and service
trains and directs the workflow and processes of the front desk
resolves issues/problems and coaches and counsels the front desk team members to ensure a quality operation
resolves customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
adheres to company credit limit policies
allocates rooms to expected arrivals after checking the guests preferences and special requests
builds strong relationships and coordinates with all other departments (housekeeping, maintenance, etc.)
ensures phone calls, wake up calls and messages for guests are handled in a prompt, efficient and professional manner
cross checks all billing instructions to ensure they are correctly updated
handles group arrivals and market segment groups and pre-registers each guest and ensures payment is made in full for the group or that billing is correct
controls cash transactions at the front desk and maintains complete responsibility for personal bank
participates in setting yield management strategies, marketing programs and rates
performs other duties as assigned, requested or deemed necessary by management
ensures front desk log (book or system) is always updated and acted upon
ensures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD
assists all departments in servicing the guests especially during high volume periods
takes responsibility in the absence of the Front Office Manager/Assistant General Manager
produces hotel front desk schedules
participates in the budget and forecast reporting
ensures time and attendance policies and payroll are accurately reflected
attends meetings as required
ensures front desk supplies are stocked and computer equipment functioning properly

Job Criteria

Experience

Mid Level (3-7 years)

Job Location

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