Front Desk Supervisor

Raines Co.

Your Future is Now

Position Summary : The Front Desk Supervisor (MOD) assists and guides the front office staff through their daily duties and responsibilities.

We offer Medical / Dental / Vision benefits, a generous PTO program, points based bonus, daily pay, an Employee Referral bonus program, and the opportunity to join a winning culture recognized for rewarding our best with opportunities to advance their career within the company.

Established in 1988 as a family-owned business, we have grown into a fully integrated development, management, and investment company that develops, operates, and owns the world’s leading hotel brands as well as boutique hotels.

Raines has maintained a family-oriented culture that believes in building relationships with our associates, with our partners and within the communities where we operate.

Essential Functions

• Ensures Outstanding customer care at all times
• Maintains a friendly, professional, cheerful, and courteous demeanor at all times
• Accurately answers inquiries from potential guests and accepts hotel reservations
• Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion
• Supervises daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guest needs and service
• Trains and directs the workflow and processes of the front desk.

Resolves issues / problems and coaches and counsels the front desk team members to ensure a quality operation

• Resolves customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
• Allocates rooms to expected arrivals after checking the guests preferences and special requests
• Builds strong relationships and coordinates with all other departments (housekeeping, maintenance, etc.)
• Ensures phone calls, wake up calls and messages for guests are handled in a prompt, efficient and professional manner
• Handles group arrivals and market segment groups and pre-registers each guest and ensures payment is made in full for the group or that billing is correct
• Controls cash transactions at the front desk and maintains complete responsibility for front office bank
• Participates in setting yield management strategies, marketing programs and rates
• Ensures Alice log (system) is always updated and acted upon
• Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security and or department leaders
• Assists all departments in servicing the guests especially during high volume periods
• Takes responsibility and supports in the absence of the Front Office Manager or Assistant Front Office Manager
• Participates in the occupancy forecast and marketplace reporting
• Ensures time and attendance policies are accurately reflected

Qualifications

• Front Desk Agent, customer service representative, or similar guest-facing experience with supervisory experience
• Proficient in Microsoft Office Excel or similar computer applications
• Prior supervisory experience preferred
• Experience with OnQ or property specific PMS Efficenter, Quore, Alice, PBX and other hotel related systems preferred
• Must possess a valid driver's license and reliable transportation and the ability to run off-property errands with minimal notice
• Must speak English fluently
• Must have excellent written and oral communication skills
• Mathematical skills include basic math, percentages and variances
• Problem solving, reasoning, supervising and motivating
• Ability to multi-task and interact with people under pressure

Raines is proud to be an Equal Opportunity Employer

We are an equal opportunity employer that is committed to diversity and inclusion in the workplace.

We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This description is a summary of primary responsibilities and qualifications.

The job description is not intended to include all duties or qualifications that may be required now or in the future.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pre-employment background check required.