Job Description:

Description

Overview: The Front Desk Supervisor will provide guidance and leadership to Front Desk Agents, ensuring that consistent customer service is delivered.

Reports To: Director of Front Office

Your role will be to:

1. Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service agents in details of work. Observes performance and encourages improvement.

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. Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote Crescent and brand-specific marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances. Requires standing and continual mobility throughout front office area.

4. Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers checks and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.

5. Promptly answer the telephone using positive and clear voice. Input messages into the computer. Retrieve messages and communicate thecontent to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

6. 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 situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.

7. Communicate both verbally and in writing to provide clear direction to staff.

8. Comply with attendance rules and be available to work on a regular basis.

9. Perform any other job related duties as assigned.

Qualifications

BehaviorsEnthusiastic - Shows intense and eager enjoyment and interest
Team Player - Works well as a member of a group
Leader - Inspires teammates to follow them
Dedicated - Devoted to a task or purpose with loyalty or integrity
MotivationsAbility to Make an Impact - Inspired to perform well by the ability to contribute to the success of a project or the organization
Flexibility - Inspired to perform well when granted the ability to set your own schedule and goals
Self-Starter - Inspired to perform without outside help

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c) Apply Now