Front Office Supervisor

Overview

JOB SUMMARY The Front Desk Supervisor will greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of their stay.

CANDIDATE PROFILE Education : Bachelor’s degree, preferably specializing in Hospitality, Business Administration, and or related major or equivalent experience is preferred.

Experience : Must have at least one (2) or more years of related guest experience, with experience in Hospitality preferred.

KEY RESPONSIBILTIES : The primary responsibilities for the Front Desk Supervisor include but are not limited to : Greet customers immediately with a friendly and sincere welcome.

Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.

Complete the registration process by inputting and retrieving information with routine efficiency from a computer system, confirming pertinent information including number of guests and room rate.

Promptly answer the telephone using positive and clear communication. Input messages into the computer and update Guest profiles.

Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.

Take ownership of guest challenges and follow through to ensure guest satisfaction. Remain calm and alert especially during emergency situations and heavy hotel activity.

Plan and implement detailed steps by using experienced judgment and discretion. Complete all other assignments, duties and tasks as assigned by the Front Desk Manager.

Be able to make on the spot decisions that a Manager would normally take control of while they are absent. Any decisions that are made with regards to guest issues when there is no Manager present.

Then follow-up with the Manager that is at the desk as to the decisions that were made in their absence. Can control the inventory for all arrivals day of so that we are constantly balanced and taking advantage of what we have available.

Look at and manage the Out Of Order & Out Of Service Rooms so that we are controlling them correctly. Interact with other departments in the hotel as it pertains to the daily workings of the Front Office.

Should other departments communicate with us that do not pertain to the Front Office then take down an accurate message.

Communicate this to the Manager upon their return so they can follow-up as needed. Qualifications JOB QUALIFICATIONS In addition to performance of key responsibilities, this position may be required to possess a combination of the following skills and experiences : Experience in property management software, such as OPERA, is preferred.

Strong organizational and analytical skills, along with demonstrated ability to multi-task and prioritize in a fast-paced work environment.

Demonstrated ability to work cohesively with a team. Ability to exercise sound logic and judgment in evaluating situations and utilizing appropriate resources.

Must be self-directed, motivated and demonstrate exceptional customer service and interpersonal skills. Ability to communicate effectively in the English language, both verbally and in writing.

A second language is desirable. Must have experience in all Microsoft Office suite products. The Kendall Hotel is an equal opportunity employer encouraging diversity in the workplace.

All qualified applicants will receive consideration for employment without regards to race, color national origin, gender (including pregnancy), age, religion, disability, sexual orientation, or veteran status, or any other status or characteristic protected by law.