Front Desk Supervisor

The Abbey Resort; Fontana-on-Geneva Lake (WI); On-site; USD 38,000 - 52,000; Full time

Job summary

The Abbey Resort in Fontana-on-Geneva Lake, WI is seeking a Front Desk Supervisor to lead the desk during their shift, greet guests, and ensure Abbey Resort Standards are met.

The role includes training new staff, handling reservations, check-ins/outs, and maintaining accurate department records while delivering outstanding service to all guests.

Qualifications

• Knowledge of basic front desk procedures.
• High school diploma or equivalent.
• Ability to use a computer for reservations and check-ins.
• Extensive knowledge of hotel property management systems.
• English language proficiency.
• Understanding of group billing and arrivals/departures.
• MS Office proficiency (Word/Excel/Outlook).
• Ability to handle guest issues and recover guests.
• Valid driver's license.

Responsibilities

• Greet and register guests and assign rooms.
• Process all check-outs.
• Balance department accounts at shift end.
• Run shift reports and audits.
• Supervise Front Desk staff.
• Train new Front Desk employees.
• Monitor reservation status and arrivals/departures.
• Assist guests with information and resolve complaints.

Skills

Front desk procedures

High school diploma

Computer skills

PMS knowledge

English proficiency

Group billing concepts

Microsoft Office

Guest issue resolution

Driver's license

Education

High school diploma or equivalent

Tools

PMS systems

Microsoft Office

Job description

JOB SUMMARY:

As an Abbey Resort associate, you will have the opportunity to be part of an incredible team at an all service resort situated on the beautiful shores of Geneva Lake. We aim to hire individuals who are ready and committed to exceed the expectation of every guest by genuinely creating lasting memories, maintaining a positive attitude and by providing outstanding service every time.

BASIC FUNCTION:

The Front Desk Supervisor is a fully trained and reliable front desk agent with the responsibility of their shift. They are also involved in the training of new staff as directed by the Front Office Manager. They must work well with others and be able to lead the desk personnel in order to ensure that the Abbey Resort Standards are met.

QUALIFICATIONS:

EDUCATION, KNOWLEDGE, TRAINING, & WORK EXPERIENCE

• Knowledge of basic front desk procedures.
• High school diploma or equivalent experience/training
• Ability to accomplish necessary tasks on a computer.
• Extensive knowledge of hotel property management systems.
• Ability to effectively communicate in the English language.
• Basic understanding of group billing concepts as well as arrival/departure flow to include preparation/room blocking.
• Basic understanding of PMS systems, Microsoft (Word/Excel/Outlook)
• Ability to handle guest related issues and recover guests when necessary
• Ability to safely operate motor vehicles with a valid driver’s license.

ESSENTIAL FUNCTIONS:

• Counts, verifies, and maintains a cash bank.
• Runs the House Count Report and the Room Service Status Report, making sure all requests are handled properly.
• Inputs reservations, makes modifications, and assists with cancellations from customers or calls.
• Greets and registers guests and assigns rooms.
• Processes all check-outs.
• Balances all department accounts before the end of the shift and follows procedures for all computer postings.
• Verifies that all checks are properly endorsed and stamped.
• Maintains the neatness of the Front Desk work area.
• Keeps keys and cash under constant security.
• Monitors guest accounts and notifies Front Office Manager of any extreme charges to any guest account, or any suspicious action by a guest.
• Runs a detailed shift audit to the printer and makes the shift closing.
• Supervises the Front Desk personnel.
• Assists in training new employees in the Front Desk Department.
• Keeps a constant check of reservation status by taking a detailed arrival report.
• Completes departure reports and follows up with the Housekeeping department on late check outs.
• Verifies room status as stated on the Housekeeping report immediately after receiving it. Investigates and corrects any discrepancies.
• Assists the guests with pertinent information concerning the hotel's accommodations and features and resolves complaints.
• Runs daily system reports, i.e. arrivals, departures, occupancy, house count, etc. and distributes them according to established guidelines.
• Performs the bucket check nightly.
• Performs shift closing procedures and reviews all work performed during the shift.
• Monitors guest text messaging system throughout the day and responds accordingly to guest concerns and questions
• Performs follow ups with guests when a request order is completed by other departments.

MARGINAL FUNCTIONS:

• Effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds
• Required to perform other tasks and duties as assigned.
• Scheduled hours may vary on business needs and may or may not include holidays, weekends, various shifts, overtime or reduced hours.

ENVIRONMENT:

Well lit, temperature controlled, indoor lobby setting. Standing behind a high desk on hard surface flooring.

We are an Equal Opportunity Employer

M/F/D/V

Source: Hospitality Online