Driftwood Hospitality Management
Front Desk Supervisor
Driftwood Hospitality Management, Falls Church, Virginia, United States, 22042
Overview
Front Desk Supervisor role at Driftwood Hospitality Management. Provides guidance and leadership to ensure consistent quality customer service at the front desk. Essential Job Functions
Communicate effectively to provide clear direction to staff. Assign and instruct front desk clerks in detail of work. Observe performance and encourage improvement. Greet guests promptly with a friendly and sincere welcome. Use a positive, clear speaking voice; listen to requests; respond with appropriate actions and provide accurate information such as outlet hours and local attractions. Complete registration by inputting/retrieving information in the computer system, confirm guest numbers and room rates, select rooms based on guest needs, code electronic keys, confirm room number and rate, provide welcome folders, and close out guest accounts at checkout. In case of dissatisfaction, negotiate a compromise, which may include authorizing revenue allowances. Verify and imprint credit cards for authorization, handle cash, balance as assigned, accept vouchers/travelers’ checks, and perform moderately complex arithmetic. Post charges to guest rooms and house accounts. Answer the telephone professionally, input messages, retrieve messages, and assist guests. Retrieve mail, packages, and facsimiles as requested. Remain calm during emergencies or high activity. Resolve customer issues by researching solutions, make decisions, and take action. Authorize revenue allowances only after other options are offered. Manage third-party internet billing and arrivals. Prepare group arrivals and pre-arrival packets. Ensure smooth check-in/check-out by anticipating arrivals. Train new agents in daily duties, cash handling, CRM Toolbox, and PMS system; ensure compliance with brand standards. Monitor and track time and attendance; reinforce attendance policy; recommend progressive discipline as needed. Aim for high Associate Satisfaction scores and collaborate with management to maintain a positive work environment. Be familiar with duties on all shifts, including Night Audit and PBX. Serve as Manager on Duty (MOD) in absence of Front Office Manager. Handle lost and found items and guest room keys. Follow safety and security procedures and rules. Maintain a neat, clean appearance as per handbook. Assist other Front Desk personnel when needed. Perform related duties as requested by management. Knowledge, Skills & Abilities
Combination of education/experience or high school diploma; high school diploma preferred. Ability to interact with internal/external customers with patience, tact, and diplomacy to resolve conflicts. Two years of combined prior 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. Hearing and visual ability to observe and detect signs of emergencies. Physical Demands
Ability to stand and move throughout the front office and perform essential job functions. Standing approximately 95% of shift. Lift up to 25 pounds maximum. Occasional twisting, bending, stooping, reaching, standing, 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.
#J-18808-Ljbffr
Front Desk Supervisor role at Driftwood Hospitality Management. Provides guidance and leadership to ensure consistent quality customer service at the front desk. Essential Job Functions
Communicate effectively to provide clear direction to staff. Assign and instruct front desk clerks in detail of work. Observe performance and encourage improvement. Greet guests promptly with a friendly and sincere welcome. Use a positive, clear speaking voice; listen to requests; respond with appropriate actions and provide accurate information such as outlet hours and local attractions. Complete registration by inputting/retrieving information in the computer system, confirm guest numbers and room rates, select rooms based on guest needs, code electronic keys, confirm room number and rate, provide welcome folders, and close out guest accounts at checkout. In case of dissatisfaction, negotiate a compromise, which may include authorizing revenue allowances. Verify and imprint credit cards for authorization, handle cash, balance as assigned, accept vouchers/travelers’ checks, and perform moderately complex arithmetic. Post charges to guest rooms and house accounts. Answer the telephone professionally, input messages, retrieve messages, and assist guests. Retrieve mail, packages, and facsimiles as requested. Remain calm during emergencies or high activity. Resolve customer issues by researching solutions, make decisions, and take action. Authorize revenue allowances only after other options are offered. Manage third-party internet billing and arrivals. Prepare group arrivals and pre-arrival packets. Ensure smooth check-in/check-out by anticipating arrivals. Train new agents in daily duties, cash handling, CRM Toolbox, and PMS system; ensure compliance with brand standards. Monitor and track time and attendance; reinforce attendance policy; recommend progressive discipline as needed. Aim for high Associate Satisfaction scores and collaborate with management to maintain a positive work environment. Be familiar with duties on all shifts, including Night Audit and PBX. Serve as Manager on Duty (MOD) in absence of Front Office Manager. Handle lost and found items and guest room keys. Follow safety and security procedures and rules. Maintain a neat, clean appearance as per handbook. Assist other Front Desk personnel when needed. Perform related duties as requested by management. Knowledge, Skills & Abilities
Combination of education/experience or high school diploma; high school diploma preferred. Ability to interact with internal/external customers with patience, tact, and diplomacy to resolve conflicts. Two years of combined prior 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. Hearing and visual ability to observe and detect signs of emergencies. Physical Demands
Ability to stand and move throughout the front office and perform essential job functions. Standing approximately 95% of shift. Lift up to 25 pounds maximum. Occasional twisting, bending, stooping, reaching, standing, 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.
#J-18808-Ljbffr