Front Desk Supervisor PM

*We are a drug-free workplace. Pre-employment screenings and background checks will be conducted for all viable candidates.* 

POSITION: Front Office Supervisor
DEPARTMENT: Guest Services
REPORTS TO: Guest Services Manager

SUMMARY:.  The Front Office Supervisor is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.
 

QUALIFICATIONS:

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• Experience in a hotel or a related field preferred.
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• High School diploma or equivalent required.
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• Computer experience required.
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• Customer Services experience preferred.
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• Flexible and long hours sometimes required.
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• Maintain a warm and friendly demeanor at all times. Supervise all team members   in their respective roles at the Front Office.
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• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
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• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
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• Must be able to multitask and prioritize departmental functions to meet deadlines.
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• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
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• Attend all hotel required meetings and trainings.
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• Maintain regular attendance in compliance with Riverside Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
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• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
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• Comply with Riverside Hotel Standards and regulations to encourage safe and efficient hotel operations.
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• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
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• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
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• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
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• Must be able to cross-train in other hotel related areas.
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• Must be able to maintain confidentiality of information.
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• Must be able to show initiative, including anticipating guest or operational needs.
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• Perform other duties as requested by management.
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ESSENTIAL FUNCTIONS:

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• Greet and welcome all guests approaching the Front Desk in accordance with Riverside Hotel standards.
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• Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
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• Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.
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• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
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• Review Front Office log and Nuvola checklist daily.
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• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
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• Follow all cash handling and credit policies.
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• Be aware of all rates, packages and special promotions as listed in the Travelclick portal.
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• Be familiar with all in-house groups.
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• Be aware of closed out and restricted dates.
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• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
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• Be familiar with hospitality terminology.
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• Have knowledge of emergency procedures and assist as needed.
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• Handle check-ins and checkouts in a friendly, efficient and courteous manner. Use proper two-way radio etiquette at all times when communicating with other employees.
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• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
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• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
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• Be able to complete a credit limit, room rate verification report, and housekeeping report.
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• Balance and prepare individual paperwork for closing of shift according to hotel standards.
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• Be able to cover an audit shift, 11p-7a, if necessary.
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• Maintain and market promotions and guest programs such as Stash.
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• Maintain a clean work area.
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• Assist guests with safe deposit boxes.
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PHYSICAL REQUIREMENTS: Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Ability to stand during entire shift.

EEO/M/F/V/D