Driftwood Hospitality Management
Overview
Front Desk Supervisor responsible for providing guidance and leadership to ensure consistent quality customer service at Driftwood Hospitality Management properties. Responsibilities
Communicate effectively to provide clear direction to staff. Assign and instruct front desk clerks; observe performance and encourage improvement. Greet guests promptly with a friendly, sincere welcome. Use a positive, clear speaking voice; listen to requests; respond with appropriate actions and provide accurate information (e.g., outlet hours, local attractions). Complete registration by inputting/retrieving information from a computer system; confirm guest and room details; assign rooms per guest needs; code electronic keys; confirm room number and rate; provide welcome materials; close out accounts at checkout. In case of dissatisfaction, negotiate compromises including revenue allowances as appropriate. Requires standing and mobility in the front office area. Verify and imprint credit cards for authorization; handle cash and balance the house bank; record vouchers/travelers’ checks; perform moderately complex arithmetic; post charges to guest rooms and house accounts. Answer phones promptly with a positive, clear English voice; input messages; retrieve and relay messages; assist with mail, packages, and faxes as requested. Remain calm during emergencies or heavy activity; resolve guest issues by researching situations and implementing effective solutions; make decisions with good judgment; authorize revenue allowances after other options are offered. Manage third party internet billing and arrivals; prepare group arrivals; assemble pre-arrival packets; anticipate flow of arrivals to ensure smooth check-in/check-out. Train new agents in daily duties including cash handling and CRM Toolbox; ensure compliance with brand standards; coordinate and track training on the PMS system. Monitor time and attendance; reinforce attendance policy; apply progressive discipline as needed. Act to achieve high Associate Satisfaction scores as measured by the Associate Opinion Survey; collaborate with management to maintain a positive 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. Turn in lost and found items and all guest room keys; adhere to company policies; follow safety and security procedures; know fire prevention and emergency procedures; use protective equipment; report unsafe conditions and incidents; maintain a safe work environment. Maintain a neat, clean, and well-groomed appearance as per team member handbook; assist other front desk personnel as needed; perform related duties as requested by management. Qualifications
High school diploma or equivalent; combination of education/experience acceptable; high school diploma preferred. Ability to effectively work with internal and external customers with 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 mathematical calculations accurately. Ability to read, listen, and communicate effectively in English, both verbally and in writing. Ability to input information accurately 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 95% of shift; lifting up to 25 pounds; 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. Seniority level
Mid-Senior level Employment type
Full-time Job function
Management Industries
Hospitality Locations: Scottsdale, AZ
#J-18808-Ljbffr
Front Desk Supervisor responsible for providing guidance and leadership to ensure consistent quality customer service at Driftwood Hospitality Management properties. Responsibilities
Communicate effectively to provide clear direction to staff. Assign and instruct front desk clerks; observe performance and encourage improvement. Greet guests promptly with a friendly, sincere welcome. Use a positive, clear speaking voice; listen to requests; respond with appropriate actions and provide accurate information (e.g., outlet hours, local attractions). Complete registration by inputting/retrieving information from a computer system; confirm guest and room details; assign rooms per guest needs; code electronic keys; confirm room number and rate; provide welcome materials; close out accounts at checkout. In case of dissatisfaction, negotiate compromises including revenue allowances as appropriate. Requires standing and mobility in the front office area. Verify and imprint credit cards for authorization; handle cash and balance the house bank; record vouchers/travelers’ checks; perform moderately complex arithmetic; post charges to guest rooms and house accounts. Answer phones promptly with a positive, clear English voice; input messages; retrieve and relay messages; assist with mail, packages, and faxes as requested. Remain calm during emergencies or heavy activity; resolve guest issues by researching situations and implementing effective solutions; make decisions with good judgment; authorize revenue allowances after other options are offered. Manage third party internet billing and arrivals; prepare group arrivals; assemble pre-arrival packets; anticipate flow of arrivals to ensure smooth check-in/check-out. Train new agents in daily duties including cash handling and CRM Toolbox; ensure compliance with brand standards; coordinate and track training on the PMS system. Monitor time and attendance; reinforce attendance policy; apply progressive discipline as needed. Act to achieve high Associate Satisfaction scores as measured by the Associate Opinion Survey; collaborate with management to maintain a positive 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. Turn in lost and found items and all guest room keys; adhere to company policies; follow safety and security procedures; know fire prevention and emergency procedures; use protective equipment; report unsafe conditions and incidents; maintain a safe work environment. Maintain a neat, clean, and well-groomed appearance as per team member handbook; assist other front desk personnel as needed; perform related duties as requested by management. Qualifications
High school diploma or equivalent; combination of education/experience acceptable; high school diploma preferred. Ability to effectively work with internal and external customers with 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 mathematical calculations accurately. Ability to read, listen, and communicate effectively in English, both verbally and in writing. Ability to input information accurately 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 95% of shift; lifting up to 25 pounds; 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. Seniority level
Mid-Senior level Employment type
Full-time Job function
Management Industries
Hospitality Locations: Scottsdale, AZ
#J-18808-Ljbffr