Front Desk Supervisor

Driftwood Hospitality Management; Atlanta (GA); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

401(k)

Health insurance

Paid time off

Employee Food and Beverage Discounts

Job summary

Driftwood Hospitality Management is seeking a Front Desk Supervisor in Atlanta, Georgia. This role provides guidance and leadership to ensure quality customer service at the hotel.

Responsibilities include training staff, managing guest interactions, and resolving conflicts. Ideal candidates will have two years of supervisory experience and strong communication skills.

Benefits include health insurance, 401(k), and room discounts.

Qualifications

• High school diploma preferred; any combination of education and experience equivalent to graduation from high school.
• Two years combined prior front desk and supervisor experience.
• Ability to read, listen, and communicate effectively in English.

Responsibilities

• Provide guidance and leadership as Front Desk Supervisor.
• Ensure consistent quality customer service is delivered.
• Train new agents in daily duties and compliance with standards.

Skills

Customer service

Conflict resolution

Mathematical calculations

Effective communication

CRM Toolbox usage

Education

High school diploma or equivalent

Job description

Job Details

Job Location: 661 - Atlanta Tapestry Wylie - Atlanta, GA 30308

Position Type: Full Time

Job Shift: Any

Job Summary

Provides guidance and leadership as the Front Desk Supervisor ensuring consistent quality customer service is delivered.

Essential Job Functions

This description is a summary of primary responsibilities and qualifications. The hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

• Communicate effectively both verbally and in writing to provide clear direction to staff, assign and instruct front desk clerks in details of work, observe performance and encourage improvement.
• Greets guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
• Promptly complete registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates, make appropriate selection of rooms based on guest needs, code electronic keys, nonverbally confirm the room number and rate, provide welcome folders containing room keys, certificates, and coupons as appropriate, close out guest accounts at time of check out, and negotiate compromises including authorizing revenue allowance in case of dissatisfaction; requires standing and continual mobility throughout front office area.
• Verify and imprint credit cards for authorization using electronic acceptance methods, handle cash, make changes and balance as assigned house bank, accept and record vouchers, travelers' checks, and other forms of payment, perform accurate moderately complex arithmetic functions using a calculator, post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using a positive and clear English language, input messages into the computer, retrieve messages and communicate the content to the guest, retrieve mail, small packages and facsimiles for customers as requested.
• Remain calm and alert especially during emergency situations and/or heavy hotel activity, serve as a role model for clerks and other employees, resolve customer complications and complaints by conducting thorough research of the situation and identifying the most effective solutions, make decisions and take action based on previous experience and good judgment, occasionally revising procedures to accommodate unusual situations, and authorize revenue allowances only after other alternative solutions have been offered.
• Manage Third Party Internet billing and arrivals, prepare group arrivals, prepare pre-arrival packets as requested/required, anticipate flow of arrivals and take necessary steps to ensure smooth check in/out.
• Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of hotel, ensure compliance with all brand standards, and coordinate and track successful completion of training on PMS system.
• Monitor and track time and attendance of associates, reinforce attendance policy with staff, recommend progressive discipline procedures for associates who are not in compliance with standard.
• Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey, work with other supervisory and management staff to address all areas to ensure consistent quality work environment.
• Be familiar and able to perform duties on all shifts, including Night Audit and PBX.
• Serve as Manager on Duty (MOD) in absence of Front Office Manager.
• Turn in all lost and found items and all guest room keys.
• Adhere to all company policies and procedures, follow safety and security procedures and rules, know department fire prevention and emergency procedures, utilize protective equipment, report unsafe conditions to management, report accidents, injuries, near‑misses, property damage or loss to management, and provide for a safe work environment by following all safety and security procedures and rules.
• All team members must maintain a neat, clean and well‑groomed appearance (specific standards outlined in team member handbook).
• Assist other Front Desk Personnel when needed.
• Perform any related duties as requested by management.

Qualifications

• High school diploma preferred; any combination of education and experience equivalent to graduation from high school or any other combination that provides required knowledge, skills and abilities.
• Ability to effectively deal with internal and external customers, many requiring high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and help resolve conflicts.
• Two years combined prior front desk and supervisor experience.
• Considerable skill in the use of a calculator and ability to prepare moderately complex mathematical calculations without error.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.

Physical Demands

• Ability to stand and move throughout front office and continuously perform essential job functions.
• Standing 95% of shift.
• Lifting up to 25 pounds maximum.
• Occasional twisting, bending, stooping, reaching, standing, walking.
• Frequent talking, hearing, seeing and smiling.

Benefits

• 401(k)
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Room Discounts
• Employee Food and Beverage Discounts

EEO Statement

Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.