Front Desk Supervisor - Guest Experience & Team Leadership

Crescent Hotels & Resorts; Scottsdale (AZ); Presencial; USD 32.000 - 46.000; Jornada completa

Descripción de la vacante

Crescent Hotels & Resorts is seeking a Front Desk Supervisor in Scottsdale, AZ to oversee guest services and daily Front Desk operations. You will hire, train, and coach staff while ensuring guest requests are handled promptly and professionally.

The role emphasizes effective communication with guests, teamwork, and adherence to hotel SOPs/LSOPs to maximize revenues and quality service. Strong English communication and a calm, solution-focused approach are essential.

Formación

• Must have the ability to communicate in English.
• Self-starting personality with an even disposition.
• Always maintain a professional appearance and manner.
• Can communicate well with guests.
• Must be willing to "pitch-in" and help co- workers with their job duties and be a team player.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Basic mathematical skills and considerable skills in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to stand, walk and continuously perform behind the front desk.
• Ability to observe and detect signs of emergency situations.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
• Ability to establish and maintain effective working relationships with associates, customers and patrons.

Responsabilidades

• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
• Respond to guest's special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
• Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
• Supervise the Guest Service Agents.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situations. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Conocimientos

Customer service

Communication

Team player

Problem solving

English proficiency

Descripción del empleo

Crescent Hotels & Resorts is seeking a Front Desk Supervisor in Scottsdale, AZ to oversee guest services and daily Front Desk operations. You will hire, train, and coach staff while ensuring guest requests are handled promptly and professionally.

The role emphasizes effective communication with guests, teamwork, and adherence to hotel SOPs/LSOPs to maximize revenues and quality service. Strong English communication and a calm, solution-focused approach are essential.