Front Desk Supervisor

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