Front Desk Supervisor

Crescent Hotels & Resorts; Greenville (SC); On-site; USD 35,000 - 50,000; Full time

Job summary

A leading hospitality company is seeking a Front Desk Supervisor to oversee front desk operations, ensuring guest satisfaction and efficient service. The role involves supervising staff, managing guest interactions, and maintaining high service standards in a dynamic environment.

Qualifications

• Front Desk Supervisor experience preferred.
• Ability to handle customer interactions with patience and diplomacy.

Responsibilities

• Supervise daily front desk operations and staff.
• Respond to guest requests and resolve issues.
• Complete registration and check-out processes.

Skills

Communication

Team Player

Problem Solving

Job description

ESSENTIAL JOB FUNCTIONS:

1. Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate.
2. Greet 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.
3. Complete the registration process promptly by inputting and retrieving information from a computer system, confirming pertinent details including the number of guests and room rate. Promote Crescent and brand-specific marketing programs. Make appropriate room selections based on guest needs. Code electronic keys, nonverbally confirm the room number and rate, and provide welcome folders with room keys, certificates, coupons, and refreshment center keys as appropriate. Close out guest accounts at checkout, negotiate compromises in case of dissatisfaction (including revenue allowances), and stand and move continually throughout the front office area.
4. Verify and imprint credit cards for authorization using electronic methods. Handle cash, make change, and balance an assigned house bank. Accept and record vouchers, travelers checks, and other payments. Perform accurate arithmetic functions with a calculator. Post charges to guest rooms and house accounts using the computer.
5. Respond to guest requests, needs, problems, and concerns to ensure high levels of satisfaction and repeat business.
6. Implement company programs and supervise daily front desk operations to comply with SOPs and LSOPs, maximize revenues, and motivate staff to deliver quality service and hospitality.
7. Supervise and guide Guest Service Agents, communicating effectively both verbally and in writing.
8. Remain calm and alert during emergencies and heavy hotel activity, serving as a role model. Resolve customer issues through thorough research and effective solutions. Make decisions and take actions based on experience and judgment, including authorizing revenue allowances after exploring alternatives.
9. Comply with attendance policies and be available to work regularly.
10. Perform other related duties as assigned.

REQUIRED SKILLS AND ABILITIES:

• Availability to work flexible hours, including holidays, nights, and weekends.
• Front Desk Supervisor experience preferred.
• Proficiency in English communication.
• Self-starting personality with an even disposition.
• Professional appearance and manner.
• Good communication with guests.
• Team player willing to assist colleagues.
• Ability to handle internal and external customer interactions with patience, tact, and diplomacy.
• Basic math skills and proficiency in calculator use.
• Ability to accurately input information into a computer system.
• Physical ability to stand, walk, and perform behind the front desk.
• Ability to observe and respond to emergency situations.
• Verbal and written communication skills, including report writing.
• Ability to establish and maintain effective working relationships.

PERFORMANCE STANDARDS

Customer Satisfaction:

Providing positive interactions and professional service to ensure a positive guest experience. Treat all guests and staff with courtesy and respect at all times.

Work Habits:

Meet and exceed hotel standards in work procedures, dress, grooming, punctuality, and attendance. Be adaptable, willing to learn, and capable of solving routine problems.

Safety & Security:

Adhere to security policies, especially regarding keys, lifting, chemicals, and reporting hazards to ensure safety of guests and staff.

Note:

This job description covers essential functions and typical elements necessary for success. It is subject to change at the company's discretion and does not constitute a contract. All employees are "at-will".

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities