Front Desk Supervisor

Description

Job Summary:

The Front Desk Supervisor will supervise, schedule, and coordinate the work of employees at the front desk. 

Supervisory Responsibilities:

• Coordinates and supervises the work and responsibilities of the front desk employees. 
• Conducts performance evaluations that are timely and constructive.   
• Provides training on job duties and company policies and procedures or arranges for proper training to be provided. 

Duties/Responsibilities:

• Oversees the day-to-day work of assigned staff, ensuring that assigned workloads are manageable for the available staffing resources. 
• Answers questions and addresses and resolves complaints and concerns regarding guests and employees. 
• Ensures that employees adhere to deadlines, procedures, and quality standards; works to resolve any problems or errors.   
• Explains and implements company and departmental policies, procedures, and standards.   
• Collaborates with management concerning policies, procedures, and standards as they apply to clerical and administrative workers.   
• Reviews and oversees payroll, production, evaluations, and other records and reports for employees.  
• Performs other related duties as assigned.  

Required Skills/Abilities:

• Excellent communication skills. 
• Excellent conflict management and negotiation skills. 
• Ability to listen and identify/resolve issues. 
• Thorough understanding of customer and management services and standards. 
• Basic understanding of business and management principles. 

Education and Experience:

• High school diploma or equivalent required; college degree preferred. 
• At least two years of experience required; management experience preferred. 

Physical Requirements:

• Prolonged periods of standing at a desk and working on a computer. 
• Must be able to lift up to 15 pounds at times.   

Requirements

Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Rewards information. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met. Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all Accounting procedures. Notify Loss Prevention/Security of any guest reports of theft.

Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Ensure adherence to quality standards. Enter and locate information using computers/POS systems. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.