Job Overview
Employment Type
Full-time
Compensation
Type:
Hourly
Rate:
Range $14.00 - $15.00
Work Schedule
Flexible
Weekend Shifts
Night Shifts
Benefits
Health Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and Development
flexible scheduling
Career advancement opportunities
Job Description
The hiring establishment is a hotel that operates 24 hours a day, 7 days a week, providing continuous service to guests from around the world. This hotel is committed to maintaining exceptional standards of customer service and operational excellence across its front office operations. As a reputable hospitality business, the hotel focuses on creating a welcoming and comfortable environment for its guests, ensuring their needs are met promptly and efficiently. Recognizing the critical role of the front office in delivering a memorable guest experience, the hotel seeks a dedicated Front Office Supervisor to lead and guide their front desk team.... Show More
Job Requirements
- High school diploma preferred
- Two years combined prior front desk and supervisor experience
- Ability to effectively deal with internal and external customers, requiring patience, tact and diplomacy
- Considerable skill in mathematical calculations using a calculator
- Ability to read, listen, and communicate effectively in English both verbally and in writing
- Ability to accurately input information using a computer system
- Hearing and visual ability to observe signs of emergency
- Ability to stand and move throughout front office continuously
- Ability to lift up to 25 pounds
- Ability to work a fully flexible schedule including weekends, holidays and overnights
Job Qualifications
- Graduation from high school or equivalent education
- Prior experience in front desk operations
- Supervisory experience with front office staff
- Strong communication skills both verbal and written
- Proficiency in computer systems related to hotel management
- Ability to handle cash and financial transactions accurately
- Conflict resolution and customer service skills
- Knowledge of safety and emergency procedures
- Ability to train new team members
- Experience managing time and attendance systems
- Capable of standing and moving for extended periods
- Familiarity with PMS system and CRM Toolbox
- Ability to remain calm and decisive under pressure
Job Duties
- Communicate effectively both verbally and in writing to provide clear direction to staff
- Assign and instruct Front Desk Agents and Doorperson in details of work
- Observe performance and encourage improvement
- Greet guests immediately with a friendly and sincere welcome
- Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions
- Complete registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates
- Make appropriate selection of rooms based on guest needs
- Code electronic keys
- Provide welcome folders containing room keys, certificates, and coupons as appropriate
- Close out guest accounts at time of check out
- Negotiate compromise in event of dissatisfaction, which may include authorizing revenue allowance
- Verify and imprint credit cards for authorization
- Handle cash, make changes and balance assigned house bank
- Accept and record vouchers, traveler’s checks, and other forms of payment
- Post charges to guest rooms and house accounts using the computer
- Promptly answer the telephone using a positive and clear English language
- Input messages into the computer
- Retrieve messages and communicate content to guests
- Retrieve mail, small packages and facsimiles for customers as requested
- Remain calm and alert during emergency situations or heavy hotel activity, serving as a role model
- Resolve customer complaints by researching situation and finding effective solutions
- Authorize revenue allowances only after alternative solutions offered
- Maintain adequate inventory of supplies
- Prepare purchase orders in a timely manner
- Manage third party internet billing and arrivals
- Prepare group arrivals and pre-arrival packets
- Anticipate flow of arrivals to ensure smooth check in/out
- Train new agents in daily duties including cash handling, CRM Toolbox, and hotel organization
- Ensure compliance with brand standards
- Coordinate and track completion of PMS system training
- Monitor and track time and attendance of associates
- Reinforce attendance policy with staff and recommend disciplinary action if needed
- Work to ensure high Associate Satisfaction scores
- Perform duties on all shifts including Night Audit and PBX
- Turn in lost and found items and guest room keys
- Adhere to company policies and safety procedures
- Report unsafe conditions and accidents
- Maintain neat, clean, and well-groomed appearance
- Assist other front desk personnel when needed
- Perform related duties as requested by management
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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