Driftwood Hospitality Management
Overview
Join to apply for the
Front Desk Supervisor
role at
Driftwood Hospitality Management . Driftwood Hospitality Managements company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Our team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel. This description summarizes the primary responsibilities and qualifications for the Front Desk Supervisor role. Job Summary Provides guidance and leadership as the Front Desk Supervisor ensuring consistent quality customer service is delivered. Essential Duties and Responsibilities
Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct front desk clerks in details of work; observe performance and encourage improvement. 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. Promptly complete registration process by inputting and retrieving information from a computer system; confirm pertinent information including number of guests and room rates. Select rooms based on guest needs, code electronic keys, and provide welcome folders as appropriate. Close out guest accounts at checkout. In case of dissatisfaction, negotiate a compromise, which may include authorizing a revenue allowance. Requires standing and continual mobility throughout the front office area. Verify and imprint credit cards for authorization using electronic methods. Handle cash; balance as assigned to the house bank. Accept and record vouchers, travelers checks, and other forms of payment. Perform moderately complex arithmetic and post charges to guest rooms and house accounts using the computer system. Answer the telephone promptly using clear English, input messages into the computer, retrieve messages, and communicate content to the guest. Retrieve mail, small packages, and facsimiles as requested. Remain calm and alert during emergencies or heavy hotel activity; resolve customer complications and complaints by researching the situation and applying effective solutions. Make decisions and take action based on experience and judgment; authorize revenue allowances only after other alternatives have been offered. Manage third-party internet billing and arrivals; prepare group arrivals and pre-arrival packets as requested; anticipate flow of arrivals to ensure smooth check-in/check-out. Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, and adherence to brand standards. Coordinate and track successful completion of training on the PMS system. Monitor and track time and attendance of associates; reinforce attendance policy and recommend progressive discipline where needed. Work with supervisory and management staff to address areas affecting Associate Satisfaction scores and maintain a quality work environment. Be familiar with and able to perform duties on all shifts, including Night Audit and PBX. Serve as Manager on Duty (MOD) in the absence of the Front Office Manager. Handle lost and found items and guest room keys; adhere to all company policies and procedures; follow safety and security procedures and rules; know department fire prevention and emergency procedures; utilize protective equipment; report unsafe conditions, accidents, injuries, near-misses, and property damage. Maintain a neat, clean, and well-groomed appearance as outlined in the team member handbook; assist other front desk personnel as needed. Perform related duties as requested by management. Knowledge, Skills & Abilities Any combination of education and experience equivalent to a high school diploma; high school diploma preferred. Ability to effectively deal with internal and external customers, displaying patience, tact, and diplomacy to resolve conflicts. Two years of combined front desk and supervisory experience. Strong calculator skills and ability to perform moderately complex calculations accurately. Ability to read, listen, and communicate effectively in English, both verbally and in writing. Ability to access and input information using a moderately complex computer system. I ncreased situational awareness, including hearing and visual ability to observe signs of emergencies. Physical Demands Ability to stand and move throughout the front office and perform essential job functions. Standing approximately 95% of shift; occasional lifting up to 25 pounds. Occasional twisting, bending, stooping, reaching, standing, and walking; frequent talking, hearing, seeing, and smiling. Benefits 401(k) Dental insurance Disability insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Vision insurance Room Discounts Employee Food and Beverage Discounts EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status. Job function
Management Industries
Hospitality Seniority and employment-type lines shown in the original listing have been omitted to maintain clarity; please refer to the posting for full details. #J-18808-Ljbffr
Join to apply for the
Front Desk Supervisor
role at
Driftwood Hospitality Management . Driftwood Hospitality Managements company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Our team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel. This description summarizes the primary responsibilities and qualifications for the Front Desk Supervisor role. Job Summary Provides guidance and leadership as the Front Desk Supervisor ensuring consistent quality customer service is delivered. Essential Duties and Responsibilities
Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct front desk clerks in details of work; observe performance and encourage improvement. 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. Promptly complete registration process by inputting and retrieving information from a computer system; confirm pertinent information including number of guests and room rates. Select rooms based on guest needs, code electronic keys, and provide welcome folders as appropriate. Close out guest accounts at checkout. In case of dissatisfaction, negotiate a compromise, which may include authorizing a revenue allowance. Requires standing and continual mobility throughout the front office area. Verify and imprint credit cards for authorization using electronic methods. Handle cash; balance as assigned to the house bank. Accept and record vouchers, travelers checks, and other forms of payment. Perform moderately complex arithmetic and post charges to guest rooms and house accounts using the computer system. Answer the telephone promptly using clear English, input messages into the computer, retrieve messages, and communicate content to the guest. Retrieve mail, small packages, and facsimiles as requested. Remain calm and alert during emergencies or heavy hotel activity; resolve customer complications and complaints by researching the situation and applying effective solutions. Make decisions and take action based on experience and judgment; authorize revenue allowances only after other alternatives have been offered. Manage third-party internet billing and arrivals; prepare group arrivals and pre-arrival packets as requested; anticipate flow of arrivals to ensure smooth check-in/check-out. Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, and adherence to brand standards. Coordinate and track successful completion of training on the PMS system. Monitor and track time and attendance of associates; reinforce attendance policy and recommend progressive discipline where needed. Work with supervisory and management staff to address areas affecting Associate Satisfaction scores and maintain a quality work environment. Be familiar with and able to perform duties on all shifts, including Night Audit and PBX. Serve as Manager on Duty (MOD) in the absence of the Front Office Manager. Handle lost and found items and guest room keys; adhere to all company policies and procedures; follow safety and security procedures and rules; know department fire prevention and emergency procedures; utilize protective equipment; report unsafe conditions, accidents, injuries, near-misses, and property damage. Maintain a neat, clean, and well-groomed appearance as outlined in the team member handbook; assist other front desk personnel as needed. Perform related duties as requested by management. Knowledge, Skills & Abilities Any combination of education and experience equivalent to a high school diploma; high school diploma preferred. Ability to effectively deal with internal and external customers, displaying patience, tact, and diplomacy to resolve conflicts. Two years of combined front desk and supervisory experience. Strong calculator skills and ability to perform moderately complex calculations accurately. Ability to read, listen, and communicate effectively in English, both verbally and in writing. Ability to access and input information using a moderately complex computer system. I ncreased situational awareness, including hearing and visual ability to observe signs of emergencies. Physical Demands Ability to stand and move throughout the front office and perform essential job functions. Standing approximately 95% of shift; occasional lifting up to 25 pounds. Occasional twisting, bending, stooping, reaching, standing, and walking; frequent talking, hearing, seeing, and smiling. Benefits 401(k) Dental insurance Disability insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Vision insurance Room Discounts Employee Food and Beverage Discounts EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status. Job function
Management Industries
Hospitality Seniority and employment-type lines shown in the original listing have been omitted to maintain clarity; please refer to the posting for full details. #J-18808-Ljbffr