Front Desk Supervisor / Manager

Home2 Suites by Hilton Alcoa Knoxville Airport; Alcoa (TN); On-site; USD 40,000 - 60,000; Full time

Job summary

Home2 Suites by Hilton Alcoa Knoxville Airport is looking for a manager to oversee the front desk operations. Responsibilities include assigning duties, supervising staff, and maintaining high standards of service.

The ideal candidate will possess strong management and customer service skills, and the ability to handle guest complaints effectively. Flexible scheduling is essential based on business needs.

Qualifications

• Strong management skills; ability to delegate work effectively.
• Excellent customer service, able to respond to guest needs and complaints.
• Demonstrated interpersonal skills and ability to relate to diverse individuals.

Responsibilities

• Supervise front desk staff and ensure quality service.
• Assign duties and observe staff performance against policies.
• Address guest complaints and resolve staff issues as needed.

Skills

Management skills

Customer service skills

Interpersonal skills

Job description

Primary Responsibilities

• 70% Management | 30% Other Duties as Assigned
• Assigns duties to staff and observes performance to ensure adherence to hotel policies and established operating procedures.
• Directly supervises front desk staff members
• Carries out supervisory responsibilities in accordance with policies and applicable laws.
• Responsibilities include assisting with interviewing/hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.
• Completes new hire on-boarding and orientation as directed by General Manager.
• Maintains accurate records including cash flow sheet, direct bill accounts, credit card receipts, registration cards, reservation cards, direct bills, credit cards, and IRS.
• Conducts or assists in leading staff meetings.
• Adheres to all franchise and company procedures and regulations as well as standard operating procedures.
• Receives and resolves guest complaints and team member issues.
• Performs functions of the General Manager in his or her absence.
• Covers shifts in all departments as scheduled by the General Manager.
• Corresponds with group and travel agents to answer special requests for rooms and rates.
• Assists with sales and marketing efforts as directed.
• Answers inquiries pertaining to hotel policies and services.

Skills and Qualifications

• Strong management skills; ability to appropriately assign/delegate work and authority to others in the accomplishment of goals; provides coaching, advice, and assistance as required; helps subordinates overcome obstacles and deal with problems; appropriately assesses contributions and performance of team members; provides appropriate recognition, and deals with problems as they arise. Instills in others a sense of pride in the job at hand.
• Ability to demonstrate accuracy and thoroughness, monitors own work to ensure quality and applies feedback to improve performance. Ability to manage difficult guest situations; responds promptly to guest needs, solicits guest feedback to improve service, responds to requests for service and assistance and meets commitments.
• Excellent interpersonal skills, demonstrated positive customer service skills, and ability to relate to people of varying ages and backgrounds. Will require the ability to work outside of regularly scheduled hours. Schedules may vary based on business need.

Our company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Source: Gibson Hotel Management