Front Desk Supervisor

GENERAL OVERVIEW : Oversees the front desk operation during the shift while ensuring guest satisfaction and revenue optimization through check in, check out and attentive coordination of hotel services for the guest.

REPORTING RELATIONSHIP : Responsible to guests.   Reports directly to Front Office Manager.

APPEARANCE STANDARDS :     Must wear a uniform provided by the hotel and a nametag.   A neat and clean appearance must be maintained at all times.

KNOWLEDGE AND SKILL REQUIRED :    High school diploma or equivalent and rooms division experience in a front desk operation.   Supervisory experience, ability to build high morale and group commitments to goals and objectives.   Typing, computer aptitude,   interpersonal skills. Problem solving, reasoning, and training abilities.   Reading, writing mathematical abilities, including basic math.

PHYSICAL ACTIVITIES AND REQUIREMENTS : Speaking, listening, and moving about, usually while standing up for a significant portion of the workday. .

FUNCTION OUTLINE : Duties :

• Same duties and skills as Guest Services Representative.
• Responsible for all policies and procedures at the front desk as well as handouts and franchise club benefits.
• Supply the Front Desk Manager a bi-monthly inventory of guest supplies and office supplies (folios, registration cards, handouts, pens, paper clips, printer ribbons, etc.).
• Adhere to and insure all franchise standards are met by all Guest Service Reps.
• Coordinate with the Front Office Manager and Supervisors the work schedule for the following week : due date, Tuesday, 3 PM.
• Work closely with FOM for future maximization of revenue through Yield Management, how to handle oversells, and to coordinate the same with the Manager On
• Duty, Sales (if a group is involved), and any other staff that is affected.
• Direct the operations of the front desk in the absence of the Front Office Manager.
• Coordinate with the FOM the hands on training of all new GSR’s in connection with the formalized training documents that are standards of the franchise training programs.
• Act as an advisor in hiring firing, coaching and counseling of front office personnel, with final decisions up to the FOM.
• Ensure complete customer satisfaction
• Provides recommendations for employee discipline, recognition and performance evaluation to support the career development of employees under their supervision.
• Customarily and regularly directs the work of at least two or more other full-time employees or their equivalent.
• Makes recommendations as to hiring, firing, advancement, promotion or any other change of employee status.
• PLEASE NOTE : The aforementioned general function outline is not to be considered by the employee as all-inclusive.   The employee may be required from time to time to execute tasks other than those duties specifically defined above.   Should the employee be asked to perform such a job, the employee will comply with the request and do so to the best of his / her abilities.   The employee hereby understands and agrees he / she will be responsible for performing the duties described above as well as any tasks so required of him / her.