Summary: This role oversees and manages the daily operations of the hotel's front desk, ensuring adherence to corporate and hotel policies to deliver exceptional customer service while maintaining profitable performance.
Essential Job Functions: The position requires the ability to perform the following essential job functions, with or without reasonable accommodations.
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Supervises Front Office staff to ensure customer satisfaction and room revenue goals through proficient guest check-in, check-out, and the coordination of Hotel services.
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Increase the level of guest satisfaction by delivery of an improved product through team member development, coaching and counseling, and supervision.
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Assists management in managing resources to achieve acceptable levels of labor standards.
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Review VIP reservations, amenity orders, and resumes for incoming and in-house guests.
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Update the computer system by inputting inventory and non-inventory groups. Control inventory to ensure suites and special blocks are handled correctly.
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Communicate with other departments to ensure proper handling of guests and groups. Maintain contact with reservation service regarding requests for suites, special accommodations, etc. Maintain control over rate changes on in-house guests.
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Compute daily schedules and other reports. Analyze data and make decisions based on previous experience and knowledge of circumstances to prepare daily forecasts of expected arrivals and departures.
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Handle cash, make changes, and balance an assigned house bank. Accept and record vouchers, traveler's checks, and other forms of payment. Count cash and other methods of payment at the end of the shift to verify and balance the house bank.
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Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues. Field guest complaints, conduction through research to develop the most effective solution and negotiate results. Plan and implement detailed steps by using experienced judgement and discretion.
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Additional tasks and responsibilities
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Preferred 1 to 2 years' experience in a supervisor role.