Hotel Front Desk Supervisor

The Front Desk Supervisor provides guidance and leadership as the lead Front Office Clerk ensuring consistent quality customer service is delivered. 

The Front Desk Supervisor will:

• Communicate effectively both verbally and in writing to provide clear direction to staff. Monitor lobby traffic and make staffing adjustments accordingly.
• Greet guests immediately with a friendly and sincere welcome. Promptly complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. 
• Make appropriate selection of rooms based on guest needs. 
• Require standing and continual mobility throughout front office area.
• Handle cash, make change and balance an assigned house bank.
• Accept and record vouchers, travelers checks and other forms of payment. Convert foreign currency at current posted rates.
• 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 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 hotel guests as requested.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for Front Office Staff and other employees.
• Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions.
• Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situation.
• Authorize revenue allowances to remedy problems only after other alternative solutions have been offered. 

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 of the job, with or without reasonable accommodation, using another combination of skills and abilities.

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Basic mathematical skills required.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to stand, walk and continuously perform behind the front desk..
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.

QUALIFICATION STANDARDS

Education:

• Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma required. Some College preferred.
• Experience: Prior front desk and supervisory experience preferred.
• Grooming: All employees must maintain a neat, clean and well groomed appearance.

Other: Applicants with additional language skills preferred.