Front Desk Supervisor - Full-time / Part-time

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. Promote Crescent and brandspecific
marketing programs. Make appropriate selection of rooms based on
guest needs. Code electronic keys. Nonverbally confirm the room number
and rate. 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. Requires
standing and continual mobility throughout front office area.
4. Verify and imprint credit cards for authorization using electronic acceptance
methods. Handle cash, make change and balance an assigned house bank.
Accept and record vouchers, travelers checks and other forms of payment.
Perform accurate moderately complex arithmetic functions using a
calculator. Post charges to guest rooms and house accounts using the
computer.
5. Promptly answer the telephone using positive and clear voice. Input
messages into the computer. Retrieve messages and communicate the
content to the guest. Retrieve mail, small packages and facsimiles for
customers as requested.
6. Remain calm and alert, especially during emergency situations and/or heavy
hotel activity, serving as a role model for clerks and other employees.
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.
7. Communicate both verbally and in writing to provide clear direction to staff.
8. Comply with attendance rules and be available to work on a regular basis.
9. Perform any other job related duties as assigned.
MINIMUM REQUIREMENTS:
* Minimum 2 years experience as a hotel front desk agent
* Hilton OnQ certification
* Applicant must be at least 18 years of age
* Ability to communicate in English
* Proficiency with basic computer programs, i.e. email, MS word, etc.
* Ability to stand for long periods of time

ADDITIONAL REQUIREMENTS:
* Proven customer service skills
* Ability to work in a team and be a self starter
* Detail oriented