Front Desk Supervisor

Department: Front Office Reports to: Front Office Manager

Position: Front Office Supervisor Status: Non-Exempt

Position Summary:The Front Desks Supervisor’s primary function is to assist the Front Office/Desk Manager with the daily operations of the front office. He or she acts as a supervisor to all Front Office personnel, assist with guest complaints. Represents management in the Front Office in the absence of Front Office Manager. He or she is also responsible for safeguarding both the hotel’s guests and its assets by following all established safety and security policies and procedures

Accountabilities: The Front Desk Supervisor is accountable for ensuring that guest interactions with Front Office personnel are handled properly, and that the experience is a pleasant one for the guest.

Qualification Standards

Education & Experience:

• At least 1 years of progressive experience in a hotel or a related field required
• High School diploma or equivalent required
• College course work in related field helpful
• Previous supervisory responsibility preferred

Tools & Equipment:

• Computer, Credit Card Authorization machine, copier, scanner, other office equipment, telephone, two way radio
• Ability to work in Excel, Word and various other software programs

Work Environment:

• Under variable temperature conditions
• Under variable noise levels
• Outdoors/Indoors
• Around dust and or mite hazards

Physical Requirements:

• Long hours sometimes required
• 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 work under variable temperatures and noise levels
• Near Vision - The ability to see details at close range
• Ability to bend, stretch, twist or reach with your body and arms
• Must be able to stand and/or walk for lengthy periods of time

Mental Requirements:

• Oral and Written Comprehension and Expression - Must be able to convey & understand information and ideas in English
• Must be able to evaluate and select among alternative courses of action quickly and accurately
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
• Must have the ability to assimilate complex information, data, etc. from multiple sources and consider, adjust, or modify to meet the constraints of the particular need
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests
• Mathematical Reasoning - Must be able to work with and understand financial information and data, and basic arithmetic functions
• Multi-lingual skills helpful

Duties & Functions

Essential:

• Approach all encounters with guests and employees in a friendly, service oriented manner
• Maintain regular attendance, as required by scheduling which will vary according to the needs of the hotel
• Maintain high standards of personal appearance and grooming, as defined in the hotel handbook, when working
• Comply at all times with New Castle standards and regulations to encourage safe and efficient hotel operations
• Interact with hotel guests
• Observe and evaluate workers' appearance and performance to ensure quality service and compliance with specifications.
• Assist in training of all positions within department
• Keep immediate supervisors fully informed of all challenges or matters requiring his/her attention
• Inform workers about interests and special needs of specific groups
• Apply customer/guest feedback to service improvement efforts
• Resolve customer complaints regarding worker performance and services rendered
• Furnish guests with information on events and activities
• Complete check-ins and check-outs, confirm that all SOP's are being followed properly
• Maintain log of rooms in out of order status
• Responsible for a bank
• Be up to date on all guest services, promotions, and events in the Hotel (and Convention Center)
• Handle guest complaints, react quickly, logging and notify proper areas to service the guests
• Work closely with housekeeping with daily room status
• Have complete knowledge of PBX systems and oversee staff
• Oversee Bell staff in the absence of a Supervisor
• Confirm all daily duties are completed by Front Desk Agents, Operators, and Bell staff
• Check and respond to electronic communications in a timely fashion

Marginal

• Other duties as required
• Participate in all departmental meetings

All New Castle employees are special safety and security agents and, whenever possible, are to report of correct and safety or security deficiencies. They are to be constantly on the alert for any unsafe or unsecured areas which bay threaten the wellbeing of guest or fellow employees or the maintenance and security of the hotel property and react accordingly.

This hotel functions 7 days a week, 24 hours a day. All employees must realize that we schedule as business dictates.

I have read and understand the job description as stated above and accept that any of the tasks may be modified or changed. I accept responsibility for knowing the modifications and/ or changes in this job description. I can perform the essential functions of this job as listed above, with or without reasonable accommodation.

Employee Name (Please Print) Supervisor Name (Please Print)

Employee Signature Date Supervisor Signature Date

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Food provided
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• Overtime
• Weekends as needed

Work setting:

• In-person

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel Experience: 2 years (Preferred)
• Front Desk: 2 years (Preferred)

Work Location: In person