JOB OVERVIEW:

Supervises the Front Desk, Reservations, Bell Desk, and Guest Services to ensure the highest standard of courteous service is met.

• 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, using some other combination of skills and abilities.
• Ability to effectively deal with guests, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts
• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
• Ability to listen effectively and to speak English clearly to communicate with customers and employees and prepare written complex reports of room availability and revenues generated
• Hearing and visual ability to observe and detect signs of emergency situations and to access and accurately input information using a moderately complex computer system
• Ability to analyze information and make effective judgments

DUTIES AND RESPONSIBILITIES:

• Directs and supervises the operational activities of the hotel's front office within the hotel
• Communicate effectively, both verbally and in writing to provide clear direction in assigning, training and instructing front office staff in details of work.
• Review VIP reservations, amenity orders, and resumes for incoming and in-house guests
• Update the computer system by inputting inventory and non-inventory groups
• Control the Suite book to ensure suites and special blocks are handled correctly
• Communicate with other departments to ensure proper handling of guests and groups
• Maintain contact with property Reservations Service at all times regarding special requests, etc.,
• Perform Front Desk supervisor duties, such as handling of guest complaints
• Handle cash, make change and balance an assigned house bank
• Accept and record vouchers, travelers checks, and other forms of payment
• Count cash and other methods of payment at the end of the shift to verity and balancing of either Cashiers , GSA, FDA , and House Bank
• Remain calm and alert, especially during emergency and/or heavy hotel activity
• Resolve complications such as location changes or credit issues
• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results
• Plan and implement detailed steps by using experienced judgment and discretion
• Communicate effectively both verbally and in writing to provide clear direction to staff
• Observe performance and encourage improvement
• Administration of disciplinary procedures