FRONT DESK SUPERVISOR*

TEXAS WESTERN MANAGEMENT PARTNERS; Austin (TX); On-site; USD 38,000 - 48,000; Full time

Job summary

Embassy Suites Austin is seeking a Front Desk Supervisor to lead Guest Services, train staff, and ensure high guest satisfaction on a full-time, on-site basis.

The role involves overseeing guest registrations, handling reservations, and ensuring compliance with hotel procedures and labor standards while maintaining a professional image and service excellence.

Responsibilities

• Assists in the training and supervision of all Guest Services employees; coaches and counsels employees regarding career and personal developments.
• Motivates staff within all hotel departments and establishes a productive working environment for the hotel.
• Conducts performance evaluations and provides feedback to employees.
• Oversees and participates in guest registration.
• Confirms cancels and modifies reservations as needed.
• Assists in scheduling staff according to labor standards and forecasts occupancy; assigns daily work tasks to employees and monitors labor costs to stay within departmental budget.
• Ensures agents use the appropriate walk-in sales strategy.
• Resolves guest complaints to the satisfaction of the guest; responds promptly to any guest request for service.
• Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security, and emergency procedures as established.
• Responds quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.
• Provides a professional image at all times through appearance and dress.
• Follows company policies and procedures and is able to effectively communicate them to subordinates.
• Aggressively recruits and staffs department using company hiring standards (i.e. behavioral questioning, reference checks, evaluations, and team interviews).
• Conducts training classes regarding safety, security, department procedures, and service guidelines.
• Maintains rewards recognition systems.
• Fulfills Manager on Duty shifts.
• Ensures hotel is in compliance with all federal, state and local laws, including EEOC and Wage-Hour laws.

Job description

Job Details: Job Location: Embassy Suites - Austin - Austin, TX 78704, The Front Desk Supervisor will:

• Assists in the training and supervision of all Guest Services employees; coaches and counsels employees regarding career and personal developments.
• Motivates staff within all hotel departments and establishes a productive working environment for the hotel.
• Conducts performance evaluations and provides feedback to employees.
• Oversees and participates in guest registration.
• Confirms cancels and modifies reservations as needed.
• Assists in scheduling staff according to labor standards and forecasts occupancy; assigns daily work tasks to employees and monitors labor costs to stay within departmental budget.
• Ensures agents use the appropriate walk-in sales strategy.
• Resolves guest complaints to the satisfaction of the guest; responds promptly to any guest request for service.
• Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security, and emergency procedures as established.
• Responds quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.
• Provides a professional image at all times through appearance and dress.
• Follows company policies and procedures and is able to effectively communicate them to subordinates.
• Aggressively recruits and staffs department using company hiring standards (i.e. behavioral questioning, reference checks, evaluations, and team interviews).
• Conducts training classes regarding safety, security, department procedures, and service guidelines.
• Maintains rewards recognition systems.
• Fulfills Manager on Duty shifts.
• Ensures hotel is in compliance with all federal, state and local laws, including EEOC and Wage-Hour laws.