Provide guidance and leadership as the Front Office Supervisor and ensure consistent quality of customer service is provided to all guests in accordance with Edward Hotel & Convention Center standards.
Assign and instruct Front Office Agents, Operators and Bell Attendants in details of work. Observe performance and encourage improvement. Monitor lobby traffic to make staffing adjustments accordingly.
Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel. Assist Front Office Agents, Operators, Reservation Agents, Bell Attendants and other departments with any questions or requests.
Resolve customer complaints by conducting thorough research of the situation and the most effective resolution. Authorize revenue allowances to remedy problems only after alternative solutions have been offered.
Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with Edward Hotel & Convention Center standards.
Monitor performance of staff with performance evaluations and discipline issues. Make recommendations for training related issues when inconsistencies develop at the Front Desk.
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
Perform other duties as assigned by the Manager or Assistant Manager.
Complete daily checklists of duties, to assure that appropriate reports are filed, and use analysis and judgment skills when preparing room discrepancy report.
Pre-Register all VIP’s and Edward Village Honors Reservations so that the rooms may be inspected, and at the same time to ensure amenities are delivered to the correct rooms.
Transmit airline bonus mileage accounts.
Prepare daily forecast of expected arrivals and departures using analysis and judgment skills.
Operation of office equipment such as facsimile and photocopier as needed.
Respond promptly to guest requests for a supervisor of manager.
Frequency Key: Rare - up to 1 hour, Occasional - 1-3 hours, Frequent - 3-6 hours, Constant - 6-8 hours
Physical Activity Frequency
Climbing stairs Frequent
Near Vision Constant
Far Vision Constant
Lifting/carrying (#50 lbs.) Occasional
Regular attendance in conformance with the standards, which may be established by Edward Village from time to time, is essential to the successful performance of this position.
Perform other reasonable duties as assigned by Management.
Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The hotel will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information to resolve conflicts.
Basic mathematical skills and considerable skill in the use and operation of a calculator to prepare moderately complex mathematical calculations without error.
Ability to listen effectively and comprehend the English language to understand and obtain instructions and information.
Ability to see and hear in order to observe and detect signs of emergency situations.
High School Diploma or equivalent required. College experience preferred.
One year combined Front Desk and Supervisory experience in hospitality or related industry required.
All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.
The hospitality business functions seven (7) days a week, twenty-four hours a day. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.