Front Desk Supervisor

Job description

Position summary:

Primarily supervises front office team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction. Responds in a professional and courteous manner to guests by providing accurate and timely information and services.

You will also ensure hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements.

FRONT DESK SUPERVISOR DUTIES AND RESPONSIBILITIES:

• Ensure Outstanding customer care at all times.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Supervise daily shift process ensuring all team members adhere to standard operating procedures.
• Train, direct the work of, resolve issues/problems and coach and counsel the Front Desk team members to ensure a quality operation.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.
• Supervise the operations of the Front Desk to ensure an optimal level of service and hospitality is provided to the guests.
• Performs other duties as assigned, requested or deemed necessary by management.
• Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.
• Assist all departments in servicing the guests during high volume periods.
• Takes responsibility in the absence of the Duty Manager/Front Office Manager
• As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.

Experience:

• Hotel & Accommodations Guest Services Experience: 2 year (required)
• Opera Cloud Hospitality Experience (preferred)