Welcome Desk Supervisor

SUMMARY

The Welcome Desk Supervisor is responsible for the successful overall coordination and direction of all activities related to the welcome desk areas of the hotel on assigned shifts;

ensuring smooth and efficient operations in accordance with policies, procedures and objectives of guest service.

SPECIFIC DUTIES AND RESPONSIBILITIES

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job with or without reasonable accommodations.

This list of duties and responsibilities is not intended to be all-inclusive, but a general illustration.

• Supervises all welcome desk staff on assigned shift. Supervises additional hotel departments in the absence of department supervisor.
• Assists the Hotel Manager in creating, developing and implementing an effective strategy of organization for the front office areas of the hotel, ensuring maximum guest service and satisfaction.
• Assists with achieving budgeted revenues and expenses, and maximizes profitability related to guest service.
• Assists in the management of the room inventory function, to maintain highest possible room occupancy and average daily rate.
• Maintains procedures for handling of financial transactions, security of monies, guest service and emergency problems.
• Guides and supports front office (welcome desk) and guest amenity area employees in daily responsibilities on assigned shift.
• Monitors room blocks in the hotel system to ensure they are handled correctly.
• Communicates with other departments to ensure proper handling of guests and groups.
• Ensures Welcome Desk team and other guest service areas coordinate with player services and housekeeping on amenities and room assignments of hosted guests.
• Other duties as assigned.

STANDARDS OF PERFORMANCE

• Ability to maintain high levels of confidentiality and integrity.
• Maintain interpersonal working relationships among all Team Members and the public.
• Excellent verbal and written communication skills.
• Willingness to assume overall responsibility relative to the performance of the position
• Must be detail oriented, have a professional attitude, strong organizational and time management skills, and be customer-focused
• Available to work when needed, including weekends, holidays, and nights.

EDUCATION, TRAINING, AND EXPERIENCE

High School Diploma or equivalent required. 1-year supervisory experience required in front desk management, or comparable hospitality and customer service leadership experience.

MATH ABILITY

Ability to perform basic mathematics

REASONING ABILITY

Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret a variety of instructions in written, oral, diagram or schedule form.

COMPUTER SKILLS

Candidate must be experienced in Microsoft Office.

CERTIFICATES AND LICENSES

Must be able to obtain and maintain appropriate applicable licensing.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit or stand;
• walk; use hands to finger reach, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance;

stoop, kneel, crouch, or crawl; and talk or hear. The employee may also be required to lift, push, and pull up to 50lbs independently and more than 50lbs with assistance.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment can be moderate to loud at times.

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