Biltmore Hotel
Overview
Position: Front Desk Supervisor The Front Desk Supervisor is responsible for supervising the Front Desk Agents while overseeing the Front Desk. Provides attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at check-out, while maximizing room revenue and occupancy. The role involves registering guests into their rooms, ensuring complete satisfaction with accommodations, and handling billing accuracy at check-out. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP’S). Responsibilities
Provide leadership and support for Front Desk Agents and ensure all agents perform their tasks to the appropriate level of service. Present a positive impression of the establishment by meeting grooming standards and maintaining an optimistic attitude. Assist Front Office managers with planning, developing, and conducting training for front desk agents. Maintain awareness of the day’s arrivals and departures; provide seamless check-in and check-out experiences using LQA standards. Monitor housekeeping statuses of pending arrivals, including VIPs; follow up on waiting rooms and guest waiting times. Ensure all signatures and initials are completed on the guest registration card; obtain credit cards and swipe into the system. Handle guest comments and concerns promptly and appropriately; complete a GIA report for front desk-related concerns. Relay guest comments to the FOM/AFOM for proper follow-up; proactively gather and act on guest profile information to delight guests. Review and sign off on agent audits; ensure tasks are performed in a timely and appropriate manner. Manage meal periods, protect guest and co-worker privacy, and maintain basic understanding of accounting. Provide guests with updated, accurate folios upon request; investigate and resolve disputed charges. Manage a $500 bank for change and foreign currency exchange; communicate guest requests with the guest service staff. Be knowledgeable about in-house groups and events, including special requirements and billing arrangements; know room locations and outlet details. Run credit limit reports for in-house guests and arrange additional credit as needed; obtain alternate forms of payment as necessary. Process and handle guest and outside calls; cover overnight shifts when needed. Respond to reservation inquiries, take reservations, and manage changes and cancellations, assessing no-show and cancellation fees as required. Maintain sufficient stock of materials and supplies at the Front Desk; participate in Pass-On shift meetings and take ownership of issues. Operate simple office equipment and notify management if any issues arise. Requirements
Experience and Education Required
Education: High School Diploma required. Experience: Minimum two years’ experience in a similar guest service position as a supervisor or manager. Skills Required
Speak, read, write and understand English. Compute accurate mathematical calculations; provide legible communication and directions. Attention to detail, speed, and accuracy; prioritize and organize. Think clearly, stay calm, and resolve problems using good judgment; follow directions; understand guest service needs. Work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information. Operate a computer keyboard with basic typing; possess moderate to advanced computer skills. Adapt to a dynamic, changing environment; multitask effectively. Licenses or Certifications
N/A Standard Specifications
Requirements are representative of minimum levels of knowledge, skills and/or abilities. Some requirements may exclude individuals who pose direct threats or risks. This description may be revised as needed. This document does not create an employment contract. The hotel reserves the right to modify duties as required. Overtime, weekends and holidays may be required due to business needs. The employee will follow The Biltmore Hotel policies including Equal Opportunities and Fire and Health & Safety Regulations. Grooming
All employees must maintain a neat, clean and well-groomed appearance per Biltmore Hotel standards.
#J-18808-Ljbffr
Position: Front Desk Supervisor The Front Desk Supervisor is responsible for supervising the Front Desk Agents while overseeing the Front Desk. Provides attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at check-out, while maximizing room revenue and occupancy. The role involves registering guests into their rooms, ensuring complete satisfaction with accommodations, and handling billing accuracy at check-out. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP’S). Responsibilities
Provide leadership and support for Front Desk Agents and ensure all agents perform their tasks to the appropriate level of service. Present a positive impression of the establishment by meeting grooming standards and maintaining an optimistic attitude. Assist Front Office managers with planning, developing, and conducting training for front desk agents. Maintain awareness of the day’s arrivals and departures; provide seamless check-in and check-out experiences using LQA standards. Monitor housekeeping statuses of pending arrivals, including VIPs; follow up on waiting rooms and guest waiting times. Ensure all signatures and initials are completed on the guest registration card; obtain credit cards and swipe into the system. Handle guest comments and concerns promptly and appropriately; complete a GIA report for front desk-related concerns. Relay guest comments to the FOM/AFOM for proper follow-up; proactively gather and act on guest profile information to delight guests. Review and sign off on agent audits; ensure tasks are performed in a timely and appropriate manner. Manage meal periods, protect guest and co-worker privacy, and maintain basic understanding of accounting. Provide guests with updated, accurate folios upon request; investigate and resolve disputed charges. Manage a $500 bank for change and foreign currency exchange; communicate guest requests with the guest service staff. Be knowledgeable about in-house groups and events, including special requirements and billing arrangements; know room locations and outlet details. Run credit limit reports for in-house guests and arrange additional credit as needed; obtain alternate forms of payment as necessary. Process and handle guest and outside calls; cover overnight shifts when needed. Respond to reservation inquiries, take reservations, and manage changes and cancellations, assessing no-show and cancellation fees as required. Maintain sufficient stock of materials and supplies at the Front Desk; participate in Pass-On shift meetings and take ownership of issues. Operate simple office equipment and notify management if any issues arise. Requirements
Experience and Education Required
Education: High School Diploma required. Experience: Minimum two years’ experience in a similar guest service position as a supervisor or manager. Skills Required
Speak, read, write and understand English. Compute accurate mathematical calculations; provide legible communication and directions. Attention to detail, speed, and accuracy; prioritize and organize. Think clearly, stay calm, and resolve problems using good judgment; follow directions; understand guest service needs. Work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information. Operate a computer keyboard with basic typing; possess moderate to advanced computer skills. Adapt to a dynamic, changing environment; multitask effectively. Licenses or Certifications
N/A Standard Specifications
Requirements are representative of minimum levels of knowledge, skills and/or abilities. Some requirements may exclude individuals who pose direct threats or risks. This description may be revised as needed. This document does not create an employment contract. The hotel reserves the right to modify duties as required. Overtime, weekends and holidays may be required due to business needs. The employee will follow The Biltmore Hotel policies including Equal Opportunities and Fire and Health & Safety Regulations. Grooming
All employees must maintain a neat, clean and well-groomed appearance per Biltmore Hotel standards.
#J-18808-Ljbffr