Front Desk Supervisor

Job Location US-CA-Redwood City
Posted Date 1 month ago(1/8/2018 7:53 PM)
ID
2018-1231
Category
Customer Service/Support

Overview


POSITION PURPOSE


To supervise front desk operations, exceeding guest expectations by providing friendly, courteous, and efficient service while maintaining a standard of professional excellence for front office staff.

Responsibilities

ESSENTIAL FUNCTIONS

  • Possess the skills and knowledge to supervise and support other employees, as required, to maintain efficient service.
  • Pre-screen, orient, and train front office personnel.
  • Respond to guest comments, complaints, and concerns in a courteous, professional manner.
  • Check-in and check-out of guests.
  • Know current status of rooms and individual guests.
  • Secure reservations by converting telephone inquiries and walk-ins into a reservation.
  • Review reservation, checking for special requests, or any follow-up required.
  • Maintain all direct bill accounts, vouchering of all bills, and completion of any required paperwork while backing up front desk as needed.
  • Maintain all reservations/marketing of the meeting room.
  • Follow all emergency procedures and respond appropriately to emergencies.
  • Give direction or assistance to anyone who inquires about amenities and services in the hotel or areas surrounding the hotel.
  • Comply with schedule in accordance to staffing guidelines.
  • Order office supplies as needed. 
  • When information in incomplete or irregular, take appropriate action based on company policy/procedures.
  • Notify the Manager on Duty of unusual circumstances and situations.
  • Act as Manager on Duty in the absence of the Business Manager.
  • Performs other duties as needed, including special projects and responsibilities assigned by the Business Manager.

 

WORK ENVIRONMENT

 

Frequent movement between heated and/or air conditioned environment and outdoor environment.  There may be some exposure to unpleasant weather.

Qualifications


REQUIRED QUALIFICATIONS

 

a)    Knowledge, Skills and General Abilities

 

  • Knowledge of basic accounting, business development, and operation of personal computer.
  • Ability to professionally represent GNI in all interactions. 
  • Demonstrated ability to effectively communicate and interact with all levels of employees and general public.
  • Demonstrated ability to effectively manage a business operation. 
  • Ability to effectively communicate in English (written and verbal). 
  • Ability to perform several projects and/or tasks concurrently.

b)    Physical Abilities – May be required to:

  • Inspect rooms throughout the property.
  • Support or back-up employees as required.

c)    Mental Abilities – Must be able to:

  • Analyze a problem, reach sound conclusions, and act without delay.
  • Ask questions that will bring forth the information needed to make a sound decision.
  • Communicate clearly and concisely.
  • Shift priorities readily. 
  • Perform multiple cognitive tasks simultaneously.
  • Receive negative and emotion-laden feedback calmly, without reacting negatively or emotionally.
  • Work independently, making regular progress toward achieving goals by agreed upon deadlines.
  • Influence others.
  • Establish and maintain effective relationships with guests, employees, contractors and vendors.

*Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the business.  In addition, attendance at all scheduled training sessions and meetings is required.

 

QUALIFICATION STANDARDS

  • Previous Front Desk Supervisor experience an asset.
  • Excellent communication and organizational skills.
  • Strong interpersonal and problem solving abilities.
  • Responsible and reliable.
  • Ability to work cohesively as part of a team with minimal supervision.
  • Ability to focus attention on guest needs, remaining calm and courteous at all times. 

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