21c Museum Hotels
Front Desk Supervisor
21c Museum Hotels, Durham, NC
Reports To:
Front Office Manager/Rooms Manager
Supervises:
Front Desk Agents, Valets
General Purpose:
The Front Desk Supervisor handles internal and external guest issues, in the absence of the manager. Operating primarily from the front desk, this position ensures all front desk and valet functions are completed accurately and efficiently and sees that any major guest complaints or employee complaints are properly communicated and documented to the management staff. The Front Desk Supervisor also acts as a liaison between Front Desk, Housekeeping, and Engineering, and ensures that all requests to these departments are fulfilled within a timely manner.
Responsibilities
Respond in a professional and courteous manner to arriving, departing and in‑house guests by providing accurate and timely information and services.
Respond to telephone and in‑person inquiries regarding reservations, hotel information and guest concerns.
Manage front office and valet staff during appropriate shifts.
Oversee all day‑to‑day operations of Front Desk and Valet staffs, ensuring that all established front office and hotel policies are followed.
Greets and completes established check‑in procedures for arriving guests on a daily basis, using both manual and computerized methods, to ensure guests are satisfied and in rooms as requested.
Facilitate guest departure (check‑out) on a daily basis by following established manual and computer procedures to close guest accounts and open the suite for the next sell.
Regularly calculate and/or post monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures to present the customer with timely and precise hotel charges upon check‑out and maintain accurate hotel records.
Courtely answer inquiries and accept reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
Maintain good customer relations by keeping abreast of all in‑house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
Operate the PBX equipment by answering incoming calls within two rings, assisting outgoing calls, scheduling and setting wake‑up calls and paging guests to provide guests with timely and efficient service.
Maximize revenue in each phone, desk, or valet transaction.
Control cash transactions at the front desk or valet area and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
Maintain a friendly, cheerful and courteous demeanor at all times.
Perform other duties as assigned, requested or deemed necessary by management.
Process all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests in order to ensure the information is received by the guests in the most timely and accurate method possible.
Review all guest issues, contact appropriate department for resolution, determine recovery, follow up with guest, and maintain log of the incident. Report issues to manager, escalating immediately when appropriate.
Contribute and maintain established information and communication sources such as department and front desk log books to enhance department communications and operations.
Ensure that the AM shift and PM shift sheet is completed each day.
Other duties as assigned by your supervisor or manager.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Management and Manufacturing
Industries Business Consulting and Services; Hospitality
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Reports To:
Front Office Manager/Rooms Manager
Supervises:
Front Desk Agents, Valets
General Purpose:
The Front Desk Supervisor handles internal and external guest issues, in the absence of the manager. Operating primarily from the front desk, this position ensures all front desk and valet functions are completed accurately and efficiently and sees that any major guest complaints or employee complaints are properly communicated and documented to the management staff. The Front Desk Supervisor also acts as a liaison between Front Desk, Housekeeping, and Engineering, and ensures that all requests to these departments are fulfilled within a timely manner.
Responsibilities
Respond in a professional and courteous manner to arriving, departing and in‑house guests by providing accurate and timely information and services.
Respond to telephone and in‑person inquiries regarding reservations, hotel information and guest concerns.
Manage front office and valet staff during appropriate shifts.
Oversee all day‑to‑day operations of Front Desk and Valet staffs, ensuring that all established front office and hotel policies are followed.
Greets and completes established check‑in procedures for arriving guests on a daily basis, using both manual and computerized methods, to ensure guests are satisfied and in rooms as requested.
Facilitate guest departure (check‑out) on a daily basis by following established manual and computer procedures to close guest accounts and open the suite for the next sell.
Regularly calculate and/or post monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures to present the customer with timely and precise hotel charges upon check‑out and maintain accurate hotel records.
Courtely answer inquiries and accept reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
Maintain good customer relations by keeping abreast of all in‑house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
Operate the PBX equipment by answering incoming calls within two rings, assisting outgoing calls, scheduling and setting wake‑up calls and paging guests to provide guests with timely and efficient service.
Maximize revenue in each phone, desk, or valet transaction.
Control cash transactions at the front desk or valet area and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
Maintain a friendly, cheerful and courteous demeanor at all times.
Perform other duties as assigned, requested or deemed necessary by management.
Process all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests in order to ensure the information is received by the guests in the most timely and accurate method possible.
Review all guest issues, contact appropriate department for resolution, determine recovery, follow up with guest, and maintain log of the incident. Report issues to manager, escalating immediately when appropriate.
Contribute and maintain established information and communication sources such as department and front desk log books to enhance department communications and operations.
Ensure that the AM shift and PM shift sheet is completed each day.
Other duties as assigned by your supervisor or manager.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Management and Manufacturing
Industries Business Consulting and Services; Hospitality
#J-18808-Ljbffr