Front Desk Supervisor

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JOB OVERVIEW
Assists the Front Office Manager with day to day operation and management of the hotel front office; ensuring guest satisfaction by effectively leading, motivating and training all guest service staff while maximizing revenues and profits.
REPORTS TO: Front Office Manager
ESSENTIAL JOB FUNCTIONS
Include the following; however, other duties may be assigned.
1.
Immediately great the guest, offer to assist with needs (i.e.) reservations, registration, and provide accurate information regarding hotel services, outlet hours, and local attractions.
2.
Complete the registration process by establishing method of payment; include number of guests and room rate while promoting brand-marketing programs. Code electronic keys; non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons, and parking passes as appropriate.
3.
Compute bill, collect payment, make adjustments or changes for guests, handle cash, make change, and balance an assigned house bank. Secure guests valuables in labeled safe-deposit boxes if not available in guestrooms. Post charges to guestrooms and house accounts via PMS.
4.
Promptly answer the telephone in a friendly, courteous manner; input messages into the voice mail or attach message to reservation. Check for mail, as requested. Confirm and modify reservations into the PMS.
5.
Close guest accounts at time of check out, ascertain satisfaction; in the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances; be aware of guest scores and work towards increasing departmental and overall guest satisfaction.
6.
Responsible for accurate room inventory on a daily basis; make sure advanced deposits are received and balanced. Communicate accurately and consistently with both housekeeping and maintenance departments. Report all safety hazards, complete maintenance repair log as needed.
7.
Respond to guest inquiries; conduct thorough investigation to reasonably conclude what is the most effective solution and negotiate a compromise. Resolve problems such as price conflict and/or insufficient heat or air conditioning. Always remain calm and alert especially during emergency situations and heavy hotel activity.
8.
Assist in the training of new hires, assign and schedule associates, observe performance to ensure adherence to policies and standard operating procedures. Provide counseling for deficiencies and make recommendations for improvement.
9.
As the Manager on duty walk the entire property daily and complete nightly report.
10.
Comply with attendance rules and be available to work on a regular basis.
2
REQUIRED SKILLS AND ABILITIES
Good communication and inter personal skills; must have command of the English language both written and verbal. A self-starting personality with an even disposition and maintain a professional appearance and manner at all times. Must be willing to “pitch-in” and help co-workers with their job duties and be a team player. Considerable skill in the use of a calculator to prepare mathematical calculations without error. Skills to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts. Ability to observe and detect signs of emergency situations. Ability to access and accurately input information using a moderately complex computer system. Ability to stand for long periods, good knowledge of proper bending, stooping, and lifting up to 35 pounds. Exercise care when walking on wet floors. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
PERFORMANCE STANDARDS
Customer Satisfaction
Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every associate is a guest relations ambassador, every working minute of every day.
Work Habits
In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality, and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.
Safety & Security
The safety and security of our guests and associates is of utmost importance. Every associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Weekends as needed

Ability to Commute:

• Batavia, NY 14020 (Required)

Ability to Relocate:

• Batavia, NY 14020: Relocate before starting work (Required)

Work Location: In person