Front Desk Supervisor

Jacksonville, FL, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Rotating Shifts

Benefits

401(k)

Dental Insurance

Disability insurance

Employee assistance program

Flexible spending account

Health Insurance

Life insurance

Paid Time Off

Vision Insurance

room discounts

Employee Food and Beverage Discounts

Job Description

Driftwood Hospitality Management is a renowned hotel management company dedicated to delivering exceptional guest experiences through a commitment to quality service, innovation, and community engagement. Known for managing a diverse portfolio of hotels across multiple markets, Driftwood Hospitality emphasizes a guest-centric approach, ensuring that every visitor enjoys a welcoming and memorable stay. As an equal opportunity employer, the company fosters a diverse and inclusive workplace where employees are valued and empowered to contribute their best. The hotel industry operates 24 hours a day, 7 days a week, reflecting the dynamic nature of hospitality and the need for efficient, flexible staff... Show More

Job Requirements

Graduation from high school or equivalent is preferred
Two years combined prior front desk and supervisory experience
Ability to effectively communicate verbally and in writing
Ability to handle cash and perform accurate arithmetic calculations
Capability to operate computer systems including registration and billing software
Physical ability to stand and move throughout the front office area for the majority of shift
Capability to lift up to 25 pounds
Willingness to work varied shifts including nights and weekends
Ability to manage stressful situations calmly and professionally
Compliance with company policies, safety and security rules
Maintain a clean, neat and well-groomed appearance as per team member handbook

Job Qualifications

Graduation from high school or equivalent
Two years combined prior front desk and supervisor experience
Considerable skill in the use of a calculator and performing moderately complex mathematical calculations without error
Ability to read, listen, and communicate effectively in English verbally and in writing
Ability to access and accurately input information using a moderately complex computer system
Ability to deal effectively with internal and external customers exhibiting patience, tact, and diplomacy
Hearing and visual ability to observe and detect signs of emergency situations

Job Duties

Communicate effectively both verbally and in writing to provide clear direction to staff
Assign and instruct front desk clerks 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
Promptly 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
Nonverbally confirm the room number and rate
Provide welcome folders containing room keys, certificates, and coupons as appropriate
Close out guest accounts at time of check out
Negotiate compromise in the event of dissatisfaction, including authorizing revenue allowance
Verify and imprint credit cards for authorization using electronic acceptance methods
Handle cash, make changes and balance assigned house bank
Accept and record vouchers, travelers' checks, and other forms of payment
Perform accurate, moderately complex arithmetic functions using a calculator
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 the content to the guest
Retrieve mail, small packages and facsimiles for customers as requested
Remain calm and alert especially during emergency situations and/or heavy hotel activity
Serve as a role model for clerks and other employees
Resolve customer complications and complaints by conducting thorough research and making decisions based on experience and judgment
Authorize revenue allowances to remedy problems after other alternatives have been offered
Manage third-party internet billing and arrivals
Prepare group arrivals and pre-arrival packets
Anticipate flow of arrivals and ensure smooth check in/out
Train new agents including cash handling procedures, use of CRM Toolbox, and organization of hotel
Ensure compliance with all brand standards
Coordinate and track successful completion of training on PMS system
Monitor and track time and attendance of associates
Reinforce attendance policy and recommend progressive discipline as needed
Take actions to ensure high associate satisfaction scores
Collaborate with supervisory and management staff to maintain a quality work environment
Be familiar and able to perform duties on all shifts including Night Audit and PBX
Act as Manager on Duty in absence of Front Office Manager
Turn in all lost and found items and guest room keys
Adhere to all company policies and procedures
Follow safety and security procedures
Know fire prevention and emergency procedures
Utilize protective equipment
Report unsafe conditions
Report accidents, injuries, near-misses, property damage or loss
Provide for a safe work environment
Maintain a 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

We didn't receive the exact location for this job posting,

please contact the employer.

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