The Front Office / Guest Service Supervisor is responsible for overseeing the operation of the front desk and providing attentive, courteous and efficient service to all guests during check-in and checkout and throughout their stay, in the hotel's continuing effort to deliver outstanding guest service and financial profitability.
DUTIES & FUNCTIONS - Greet, check-in and checkout guests approaching the Front Desk in a friendly, efficient and courteous manner and in accordance with company, hotel and brand standards.
- As needed, assist with scheduling, hiring and training front desk employees.
- Monitors, coaches, and evaluates guest service representatives and night auditors.
- Answer guest inquiries about hotel services, facilities, restaurants, transportation, entertainment and hours of operation in a timely manner.
- Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
- Follow all cash handling and credit policies.
- Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
- Balance and prepare individual paperwork for closing of shift according to hotel standards.
- Be aware of all rates, packages, special promotions and closed out/restricted dates as listed.
- Be familiar with all in-house groups.
- Have knowledge of emergency procedures and assist when needed.
- Fill in and support coworkers and team as needed to ensure efficient operation.
- Perform duties, special assignments and projects as requested by management.
- Ability to communicate in English & Spanish preferred.
EDUCATION & EXPERIENCE - High School diploma/GED or equivalent education/experience required.
- Experience in a hotel or a related field preferred.
- 2+ years of front desk experience required.
- Computer experience with basic proficiency in Microsoft office and hotel property management systems required