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Front Desk Supervisor

New Braunfels, Texas

Job Category: Hotel Operations

Req ID 22246
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Overview:

Supervises the seasonal staff and assists in representing the hotel to the guest throughout all stages of the guest's stay. Determines a guest's reservation status and identifies how long the guest will stay. Helps guests complete registration cards and then assigns rooms, accommodating special requests whenever possible.


Responsibilities:
  • Ensures outstanding customer care at all times.
  • Maintains a friendly, cheerful and courteous demeanour at all times.
  • Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
  • Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
  • Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
  • Supervises daily shift process ensuring all team members adhere to standard operating procedures.
  • Trains, directs the work of, resolves issues/problems and coaches and counsels the front desk team members to ensure a quality operation.
  • Resolves customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
  • Adheres to company credit limit/floor limit policies.
  • Allocates rooms to expected arrivals after checking the guest’s preferences and special requests.
  • Builds strong relationships and liaise with all other department's especially housekeeping, reservations etc.
  • Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.
  • Cross Checks all billing instructions are correctly updated
  • Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
  • Supervises the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
  • Performs other duties as assigned, requested or deemed necessary by management.
  • Ensures Front office log book and hotel log book is always updated and actioned upon.
  • Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.
  • Participates in hotel committees and task force assignments.
  • Assists all departments in servicing the guests during high volume periods.
  • Takes responsibility in the absence of the Duty Manager/Front office manager

Qualifications:

Qualifications:

  • Degree, Diploma, Certification or extensive experience in Hospitality Management, hotel or other related field is preferred.
  • Must have experience motivating and leading a winning team.
  • Knowledge of Opera / Fidelio / Other world Class Property Management System is required.
  • Minimum three to five years of experience as Front Office Associate / Front office cashier in a hotel.
  • Must have computer knowledge and experience in MS Office programs.

Physical Requirements:

  • Standing with or without movement for extended periods of time.
  • Must be able to bend, push up to 20lbs and lift up to 20lbs.
  • Must frequently use hands to handle, or feel objects, tools, or controls; and reach with hands and arms.
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