Front Desk Supervisor
Princeton, New Jersey, United States

Job Summary

Occupation Customer Service
Specialty Supervisor
Location 19020, Bensalem, Pennsylvania, United States
Visa Sponsorship No

Job Description

Last Update: 1/11/24
Front Desk Supervisor - Job Description

Front Desk Supervisor is expected to provide attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay. Ensure high standards in customer service including reservations, guest check-in and check-out, billing, and inquiries. Assist the GM in supervising and training front desk staff. Maximize revenue and occupancy. Creating a positive team-oriented environment focused on the guest. Ability to multitask and prioritize as required.

Duties and Responsibilities:

A Front Desk Supervisor must deliver an exceptional guest experience that ensures all needs are met while maintaining a positive environment and working closely with all hotel team members.

Responsible for the efficient and professional running of the front desk.

Ensure smooth check-in and check-out of all guests through properly handling guest accounts.

Deal with any guest requests and problems and satisfy their needs in a prompt manner within acceptable timeline guidelines.

Continuously audit all desk work for accuracy and consistency. Coach and counsel staff when appropriate.

Responsible for shift coverage when short-handed or due to staff absences, includes all shifts. If replacement coverage is not available, need to provide coverage himself.

Ensure that all due outs for the day are cleared and do not carry any unusual outstanding balances.

Effectively greets, responds to, and resolves all guest inquiries and problems in a positive, timely, and productive manner both in person and on the phone.

Resolve any guest issue that may arise by listening, empathizing, apologizing, resolving, and notifying.

Productively and cheerfully respond to guests requests, such as, local information, restaurants, transportation, entertainment options, and directions.

Work productively with the sales staff and all other staff to provide excellent guest experiences.

Input group blocks in the system

Perform all daily tasks/processes in an efficient, accurate, and timely manner.

Successfully follow the check-in and check-out processes in a friendly, accurate, and timely manner, including pre-assigning VIP guests and following the guest preference program (gifts, welcome notes, etc.).

Complete all billing, paperwork, as assigned including following hotel policy on cash banks, working with other departments.

Stay current with developments in the hotel by regularly reviewing and updating the communication log.

Communicate to General Manager regarding call off information by employees of other departments as well as any other information that would prevent from a smooth running of operations.

Assist with weekly staff schedule as requested.

Must possess basic computer skills, i.e., Word, Excel, etc.

Required to conduct and follow CDC Guidelines and brand cleaning standards due to COVID-19 during every shift. These tasks are also required of all desk and night audit staff. These high touch/high traffic public area cleaning standards include, however are not limited to the following:

Interior and exterior doors, handles, door frames in common areas including restrooms, storage rooms, fitness center, pool, and Market.

All public restrooms.

Front Desk counter tops, credit card machines and other surface areas.

Elevator cabs, inside and out, including buttons on landing areas.

Business Center computer, keyboard, mouse, printer, desks, and counter tops.

Fitness Room equipment, towel hamper, and any additional surface areas if facilities are open.

Pool and Patio Area chairs and tables, towel hamper, and any additional surface areas if facilities are open.

: This job description in no way implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

Additional Expectations:

Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.

Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation.

Speak with others using clear and professional language; answer telephones using appropriate etiquette.

Develop and maintain positive working relationships with others; support team to reach common goals.

Comply with quality assurance expectations and standards.

Stand, sit, or walk for an extended period. Move, lift, carry, push, pull, and place objects weighing less than or equal to 20 pounds without assistance.

This hotel operates seven (7) days a week and twenty- four (24) hours per day. All employees, both management and hourly must realize this fact and be willing to hold a flexible schedule that includes nights, weekends, and holidays.