Intercontinental Hotel Front Desk Supervisor 1st & 2nd Shift ( Full Time)

Job Description

JOB TITLE Front Desk Supervisor

DEPARTMENT Front Office

SUPERVISOR Director of Front Office Operations

UPDATED March 2012

POSITION PURPOSE Assists Front Desk Manager with overseeing all Front Office Operations to insure profitability, control costs and quality standards to insure total guest satisfaction. Supervises front desk staff and assists with greeting guests, checking guests in and out, handling guest requests and complaints, and handling group check-ins.

ESSENTIAL FUNCTIONS

1. Supervises front desk staff, reservations, and bell staff as needed.
2. Ensures all daily functions from checklist are completed.
3. Greets guests and check them in and out.
4. Answers phones
5. Performs manual and computer posting of transactions.
6. Handles money, credit cards, and checks.
7. Issues mail and messages to guests.
8. Deals with guest complaint dissatisfaction.
9. Takes reservations.
10. Provides directions and answers guest questions.
11. Logs wake-up calls.
12. Delivers items to rooms.
13. Loads paper/toner into machines.
14. Trains new employees.
15. Manages same day inventory and overbookings.
16. Walks guests when we are overbooked.
17. Assists with valet duties when necessary.
18. Performs additional duties or projects as assigned by Front Office Manager.

POSITION REQUIREMENTS

1. Previous front desk experience required.
2. Good communication and math skills.
3. Accurate typing skills.
4. Problem solving abilities.
5. Accurate compute aptitude.
6. Supervisory and organizational skills.
7. Ability to walk/stand for long periods of time.
8. Ability to multi-task.
9. Meet deadlines for assignments and projects.
TSSHO