Front Desk Supervisor

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 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. Promote Crescent and brand specific
marketing programs. Make appropriate selection of rooms based on
guest needs. Code electronic keys. Non verbally 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
Front Desk Supervisor 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 Qualifications:
Must have the ability to communicate in English, can communicate well with guests
Positive, energetic personality, willingness to learn and commitment to support and advance the image and reputation of the hotel.
Ability to multi task and keep up in a fast-paced, customer service-oriented environment.
1-2 years experience at the front desk in a full service establishment
1-2 years hospitality industry experience
Previous leadership/supervisor role
High school diploma or equivalent

Additional Qualifications:
3-5 years experience at the front desk in a full service establishment preferred
3-5 hospitality industry experience preferred
Experience with multi line phone system/switch board preferred
Strong interpersonal verbal communication skills
Accredited Associates Degree

Physical Demands:
Ability to grasp, lift and/or carry, or otherwise, move goods weighing a maximum of 100 lbs on a continuous schedule.
Able to stand for long periods of time, reach above head level, bend, stoop, twist and lift

These physical demands are representative of the physical requirements necessary for an associate to successfully preform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the job.