Job Description
Job Description
JOB TITLE : Front Desk Supervisor
DEPARTMENT : Rooms
SUPERVISOR TITLE : General Manager
Job Description / Summary : The Guest Services Supervisor is responsible
for the success of the front desk, for ensuring guest satisfaction and product
quality standards are met, and for managing all areas of the hotel according to
Brand standards to achieve a friendly atmosphere of superior guest service and
product quality. Displays exemplary performance for staff to follow.
ESSENTIAL JOB FUNCTIONS :
Guest Service
Maintains guest service as
the driving philosophy of the hotel.
Personally demonstrates a
commitment to guest services in responding
promptly to guest needs.
Is committed to making
every guest satisfied.
Ensures all hotel staff,
including new hires, know all components of guest
services and are trained to meet standards.
Develops added value
customer service programs.
Empowers hotel staff to
deliver guest service by encouraging and
rewarding responsive guest assistance.
Meets or exceeds hotel
guest satisfaction measures (Salt
Scores)
Ensures hotel standards
and services contribute to the delivery of
consistent guest service.
Front Desk
Acts as supervisor on duty
for hotel and oversees front desk operations.
Ensures front desk staff
is trained in all front desk operations, including
check-in / check-out procedures, telephone
procedures, hotel amenities and
computer systems.
Ensures front desk staff
is trained in and follows financial control
procedures for cash, vouchers, inventories and
receivables.
Produce accurate financial
reports on time.
Have acceptable property
quality audits.
Human Resources
Maintains a positive,
cooperative work environment between staff and
management.
Emphasizes employee
selection, training and development as a way of
doing business.
Ensures all hotel
employees know hotel objectives
Administers personnel
policies fairly and consistently.
Resolves employee
grievances in a fair and timely manner.
Ensures completion of
training objectives.
Monitors and maintains
acceptable turnover levels.
Safety and Security
Knows local health and
safety codes and regulations that apply to the
hotel.
Recognizes and corrects
potential safety hazards in the hotel, such as
broken doors or railings, fire hazards, etc.
Recognizes and corrects
potential security problems in the hotel, such as
locking doors after hours, etc.
Understands and follows
policies and procedures for the hotel’s key
control system and ensures others follow them.
Additional Responsibilities :
Any other duties assigned
by Supervisor