The Front Desk Supervisor provides guidance and leadership to all Front Desk Agents. They will ensure consistent quality and standards are being delivered at all times and help advance the department to the highest levels possible.

Essential Functions:

• Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct Guest Services in detail of work. Observes performance and encourages improvement.
• Compute daily payroll schedules and other reports. Analyze data and make decisions based on previous experience and knowledge of circumstances to prepare daily forecast of expected departures and arrivals.
• Conducting and attending staff meetings such as Operations meetings Staff Department meetings or any other assigned meeting.
• Maintaining safe and secure working conditions.
• Manage and motivate all Guest Service personnel with daily supervision to include staffing training discipline scheduling and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction.
• Check room reservations Guest Services systems supplies and inventory check scheduling forecasting and department budget to maximize revenue.
• Organize and conduct preshift and departmental meetings to disseminate pertinent information.
• Communicate with other departments concerning special departures and/or arrivals.
• Check all accounts are up to date and close/open appropriate accounts at the end/beginning of each month.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash make change and balance an assigned house bank. Accept and record vouchers travelers checks and other forms of payment. Perform accurate moderately complex arithmetic functions using a basic calculator. Post charges to guestrooms and house accounts using the computer.
• Remain calm and alert especially during emergency situations and/or heavy hotel activity serving as a role model for the employees. Resolve customer complications and complaints by conducting thorough research of the situation and most effective solutions. Make decisions and take action based on previous experiences and good judgement sometimes revising procedures to accommodate unusual situations. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.

In addition to performance of essential functions this position may be required to perform a combination of the following supportive functions with the percentage of time performing each function to be solely determined by the lead supervisor based upon particular requirements of the hotel.

• Perform other duties as requested. For example special requests from guests.
• Perform the duties of GSR Reservations agent and telephone operator in a friendly courteous manner to ensure guest satisfaction.
• Other duties as assigned by the Lead Supervisor and or Director.

Essential Hospitality Functions

• SMILE!!! When dealing with internal or external guests communicate (verbally and nonverbally) with them in a pleasant manner and gracious professionalism.
• Show competence by completing all job responsibilities effectively and efficiently.
• Take INITIATIVE; by willing to assume responsibility for exceeding guests expectations.
• Standing bending stooping and lifting weights up to and including 25 lbs. may be required. The lodging business functions seven days a week twentyfour hours a day. In addition this is a hospitality business and a hospitable service atmosphere must be projected at all times.
• Provides leadership Leaders think outside of the box inspire associates guide associates develop associates genuinely care about the department and the associates that drive the department.

Specific Job Knowledge Skill and Ability

The individual must possess the following knowledge skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions and practice the hospitality functions with or without reasonable accommodations using some other combinations of skills and abilities.

• Considerable knowledge of computer systems for registration reservations and back up systems.
• Above average mathematical comprehension to understand and interpret numbers as they apply to operations in the hotel.
• Ability to read write speak and understand the English language to communicate with guests and employees.
• Thorough organization and supervisory skills proficient in accomplishing the task. Ability to develop subordinates to enhance advancement in the hotel and corporation.
• Ability to analyze complex statistical data and make judgments accordingly.
• Ability to effectively deal with internal and external customers some of whom will require high levels of patience tact and diplomacy t defuse anger and collect accurate information and resolve conflicts.
• Ability to stand and move throughout the hotel and continuously performs essential job functions.
• Hearing and visual ability to observe and detect signs of emergency situations.

Qualification Standards

Education:

Any combination of education training or experience that provides the required knowledge skills and abilities. College education preferred. Additional language ability preferred.

Experience:

Minimum of two to five years experience at the Front Desk.

Required Experience:

Manager