Front Desk Supervisor
Full job details
Responsible for the management of all aspects of the Front Desk functions, in accordance with hotel standards. Directs implements and maintains a service and management philosophy which serves as a guide to respective staff.
- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
- Ensure that standards are maintained at a superior level on a daily basis.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Maintain complete knowledge at all times of:
- Access all functions of the computer system.
- Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
- Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.
- Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
- Monitor revenues derived from telephone, garage and sundries. Track actual against budget.
- Monitor expenses (telephone, cost of sales, supplies, T/A commissions and labor). Track actual against budget.
- Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
- Ensure that staff report to work as scheduled. Document any late or absent employees.
- Coordinate breaks for staff.
- Assign work duties to staff.
- Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
- Inspect grooming and attire of staff; rectify any deficiencies.
- Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
- Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel to include Front Desk staff, Bell/Door staff, PBX staff, Reservations staff and Concierge staff.
- Monitor the hotel front entrance and resolve any congested situations.
- Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
- Monitor communication logs and ensure that guest requests are addressed.
- Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
- Monitor guest mail and ensure that it is processed according to procedures.
- Monitor and ensure that express checkouts are processed through the system.
- Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
- Assist staff with their job functions to ensure optimum service to guests.
- Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
- Assist guests with reports of lost/stolen articles, following hotel policy.
- Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
- Contact newly registered guests after check-in to establish guest satisfaction; resolve any dissatisfaction immediately.
- Document each call according to procedures.
- Ensure security of guestroom access.
- Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
- Review previous night's no-shows, verify and ensure billing of such.
- Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
- Assist staff with expediting problem payments.
- Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests.
- Audit surrounding area hotels daily for status of rooms, rates, discount rates and packages. Maintain current list of available locations for walk situations.
- Anticipate low occupancy periods and coordinate blocking of rooms with Executive Housekeeper to maximize labor costs, deep cleaning and maintenance of rooms.
- Review the arrival report for accuracy and completeness. Check printed registration cards against information on arrival report; rectify any deficiencies with respective personnel.
- Ensure that all VIPs are pre-registered according to standards. Monitor VIP arrivals; greet and escort them to their room.
- Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
- Print special request report and block according to specifications.
- Balance room types daily.
- Print credit check report and review status of each account. Follow up on accounts beyond approved credit limits.
- Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures.
- Print and review masters for departed groups; check accuracy and distribute to Accounting. Review flag reports and follow up accordingly.
- Coordinate delivery time of amenities with Room Service, ensuring timely delivery.
- Review requests for late checkouts and approve according to occupancy. Communicate this information to Housekeeping.
- Review limousine request forms and chart information on booking calendar. Ensure that all pick-ups have room reservations and that all departures are still in-house; reconfirm departure times with in-house guests.
- Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
- Print report on discrepant rooms, research discrepancies and enter current status accordingly.
- Complete an inspection of all guestroom floors, public areas and restrooms daily and rectify deficiencies with respective departments.
- Complete bucket check nightly.
- Ensure that designated hotel entrances are locked at specified times.
- Maintain awareness of undesirable persons on hotel premises and escort off property. Contact Security where necessary.
- Ensure all closing duties for staff are completed before staff sign out.
- Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees.
- Foster and promote a cooperative working climate, maximizing productivity and employee morale.
- Prepare and submit daily/weekly payroll records.
- Complete work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs.
- Document pertinent information in department logbook.
- Complete all paperwork and closing duties.
- Review status of assignments and any follow-up action with on-coming Supervisor.
- All other duties as required.
Experience: Minimum two years’ experience as a Front Desk Agent for a luxury or ultra-luxury
Education: High school diploma.
General Skills: Must be able to perform job functions with attention to detail, speed and accuracy;
prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
Technical Skills: Familiarity with yield management and cost controls; ability to suggestively sell
available rooms; ability to input and access information into system; ability to remain calm and courteous with demanding/difficult guests; ability to perform job functions to standards under pressure; ability to ensure security and confidentiality of guests; ability to work without directs supervision.
Language: Required to speak, read and write English, with fluency in other languages preferred.
Physical Requirements: Must be able to exert physical effort in transporting _____ pounds, endure various
physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
Licenses & Certifications: None required.