Front Desk Supervisor

Summary 

This position will always provide exceptional service to both internal and external guests. They will be responsible to assist in providing leadership, guidance and support to the front desk and reservations teams in the areas of guest service, training, scheduling and performance management for the overall successful day-to-day operations. They often provide the first point of contact for guests and is responsible for creating an excellent, memorable first impression. The Front Office/Reservation Supervisor is fully committed to ensuring that all procedures are performed to the department and property standards and serve as an ambassador for the property. Responsible for the management of all aspects of the Front Desk and Reservations functions, in accordance with hotel standards. Directs, implements and maintains a service and management philosophy which serves as a guide to respective staff. 

Required Knowledge, Skills and Abilities  

• Resolve all Open Folios at the end of each month. Report any folios to the Front Office Manager that cannot be resolved before the month end. 

• Assist with training and on-boarding new associates for Front Desk and Reservations including systems, sales, and service. 

• Quality control reservations for all lodging and activities ensuring accuracy. 

• Assist Front Desk Manager with performance correcting opportunities with FDAs. 

• Resolve all guest complaints that are presented to you. Report any unresolved guest opportunities to the Front Desk and Reservations Managers.

• Assist with VIP room protocols. 

• Assist with updating and creating SOPs for the Front Office department. 

• Ensure all proper grooming standards are being upheld by all Front Office associates. 

• Follow Tamarack service standards to assist guests with exceptional verbal and written communication skills. 

• Maintain high standards of personal appearance and grooming, which includes wearing the proper attire/uniform and name badge when working. 

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards. 

• Supervise lodging and reservation inboxes, responding to guest messages appropriately. 

• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended. 

• Be part of a cohesive team with a singular focus on creating the best possible guest experience by always maintaining positive guest relations. 

• Process all guest check-ins and checkouts following procedures 

• Respond to all incoming telephone calls within three rings, using proper salutation and closing with a positive and articulate voice. Route caller to requested guest or department. 

• Take all in-house calls and dispatch to appropriate department; follow-up on all calls to ensure guest satisfaction. 

• Communicate services and amenities of the hotel to guests; assist with Concierge services such as: restaurant reservations and recommendations, driving directions, transportation needs and other requests as needed. 

• Communicate VIP arrivals to designated personnel for escort and delivery of amenities. 

• Document all guest requests, opportunities or challenges in SMS or RECAP; resolving those opportunities that you feel comfortable doing so, to ensure guest satisfaction. 

• Take, record and relay messages accurately, completely and legibly. 

• Anticipate guests’ needs, responding promptly and acknowledge all guests, however busy and whatever time of day. 

• Maintain complete knowledge at all times of: 

• • • all hotel features/services, hours of operation
    • all room types, numbers, layout, decor, appointments and location
    • all room rates, special packages and promotions
    • daily house count and expected arrivals/departures
    • room availability status for any given day
    • scheduled daily group activities, if any
    • all activity requirements, availability, cancellation policies, etc. 

• Meet with Manager to review daily assignments and priorities. 

• Coordinate and follow up with Housekeeping and teams to ensure all due outs are clear by Resort’s check out time and/or guaranteed check out time. 

• Have a thorough understanding of hotel occupancy trends. 

• Appropriately protect confidential guest information and guest key access. 

• Generate, print and distribute daily and weekly reports. 

• Settle guest accounts; assist guests with billing inquires and make adjustments if necessary. 

• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges. 

• Monitor and maintain cleanliness, sanitation and organization of assigned work areas with proper PPE; notifying the Front Office Manager if additional PPE is needed. 

  Experience, Education, & Licensure: 

• High school diploma or equivalent 

• Completion of College Level courses with concentration in Business or Hospitality is strongly desirable. 

• Two (2) or more years’ experience in the Hospitality Industry; preferably in Front Office/Rooms Division. 

• Certification in CPR highly preferred 

• Previous guest relations training 

Miscellaneous Skills: 

• Familiarization of the following computer programs is a plus: OpenTable, Microsoft Office, SMS HOST, Axcess, Inntopia, and other OTA channels.