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Front Desk Supervisor
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Reston, VA Reston, Virginia |
About this job
JOB OVERVIEW: Provides guidance and leadership to Guest Service associates as the Front Desk Supervisor ensuring consistent quality customer service is delivered.
REPORTS TO: Front Office Manager/Front Desk Manager
ESSENTIAL JOB FUNCTIONS:
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.
4. Promote Crescent and brand specific marketing programs.
5. Make appropriate selection of rooms based on guest's needs. Code electronic keys. Nonverbally confirm the room number and rate.
6. 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.
7. Requires standing and continual mobility throughout front office area.
8. Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank.
9. Accept and record vouchers, travelers checks and other forms of payments. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
10. Promptly answer the telephone using positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest.
11. Retrieve mail, small packages and facsimiles for guests as requested.
12. Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for Front Desk Agents and other associates.
13. 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.
14. Communicate both verbally and in writing to provide clear direction to staff.
15. Comply with attendance rules and be available to work on a regular basis.
16. Perform any other job related duties as assigned.
REQUIRED SKILLS AND ABILITIES:
* Must have at least 1 year prior Front Desk Experience in hotel industry.
* Must be able to work a flexible schedule which includes evenings, weekends and holidays.
* Must have a good command of the English language and be able to read, write and speak English fluently
* Must have solid computer skills to include core Microsoft applications and any additional brand specific applications as needed.
* Must have sold math skills.
* Strong communication and problem solving skills.
* Self-starting personality with an even disposition.
* Maintain a professional appearance and manner at all times.
* Must be willing to "pitch-in" and help co- workers with their job duties and be a team player. Ability to establish and maintain effective working relationships with associates, customers and patrons.
* Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
* Ability to access and accurately input information using a moderately complex computer system.
* Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations.
* Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
ADDITIONAL REQUIREMENTS
* Minimum of a High School Diploma preferred
* Prior Starwood experience is a plus, preferably Sheraton Brand
* Prior Full Service Hotel Front Desk supervisory experience preferred
REPORTS TO: Front Office Manager/Front Desk Manager
ESSENTIAL JOB FUNCTIONS:
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.
4. Promote Crescent and brand specific marketing programs.
5. Make appropriate selection of rooms based on guest's needs. Code electronic keys. Nonverbally confirm the room number and rate.
6. 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.
7. Requires standing and continual mobility throughout front office area.
8. Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank.
9. Accept and record vouchers, travelers checks and other forms of payments. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
10. Promptly answer the telephone using positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest.
11. Retrieve mail, small packages and facsimiles for guests as requested.
12. Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for Front Desk Agents and other associates.
13. 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.
14. Communicate both verbally and in writing to provide clear direction to staff.
15. Comply with attendance rules and be available to work on a regular basis.
16. Perform any other job related duties as assigned.
REQUIRED SKILLS AND ABILITIES:
* Must have at least 1 year prior Front Desk Experience in hotel industry.
* Must be able to work a flexible schedule which includes evenings, weekends and holidays.
* Must have a good command of the English language and be able to read, write and speak English fluently
* Must have solid computer skills to include core Microsoft applications and any additional brand specific applications as needed.
* Must have sold math skills.
* Strong communication and problem solving skills.
* Self-starting personality with an even disposition.
* Maintain a professional appearance and manner at all times.
* Must be willing to "pitch-in" and help co- workers with their job duties and be a team player. Ability to establish and maintain effective working relationships with associates, customers and patrons.
* Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
* Ability to access and accurately input information using a moderately complex computer system.
* Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations.
* Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
ADDITIONAL REQUIREMENTS
* Minimum of a High School Diploma preferred
* Prior Starwood experience is a plus, preferably Sheraton Brand
* Prior Full Service Hotel Front Desk supervisory experience preferred