Full job description

Job Summary: Responsible to assist in the supervision of the front desk and night audit team with the primary focus on guest satisfaction.

Job Responsibilities:

• Maintain complete knowledge of hotel systems and operations; including property management systems and Night Audit procedures.
• Assist in the training, developing, coaching and discipline of all Front Desk staff. Enforce standard operating procedures and Company policies.
• Ensure all required training for new hires is complete according to standards.
• Ensure Front Desk staff have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
• Ensure accuracy of all guest charges by continuously reviewing for accuracy and legitimacy.
• Handle guest complaints, accident reports, and incident reports and investigate as directed by the Senior Front Office Manager in adherence with all hotel requirements.
• Monitor employee interaction with guests and each other to ensure prompt and courteous service; resolve discrepancies with respective employees.
• Handle disputed charges by guests courteously, following proper procedures.
• Ensure proper security is maintained over all cash funds, deposits and safes at the Front Office.
• Maintain procedures for credit control and handling of financial transactions.
• Monitor and ensure all cashiering procedures comply with Accounting policies and standards.
• Review previous night’s no-shows and ensure billing of such.
• Review arrivals report for accuracy.
• Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and report guest concerns.
• Review resumes for arriving groups; organize and coordinate master accounts and check-in/pre-registration procedures.
• Review requests for late checkouts and approve according to policy; communicate with housekeeping accordingly.
• Serve as acting MOD in the Manager or Directors absence.
• Assist with Front Desk duties when necessary including, but not limited to, guest check-in / check-out, booking reservations over the phone and responding to customer inquiries regarding hotel services, room rates, entertainment schedules and restaurants.
• All other duties as assigned.

Job Requirements:

• High school or equivalent education required
• At least three (3) years of previous Hospitality experience; at least one (1) year of previous experience as a Front Desk Supervisor is preferred.
• Ability to speak, read and write fluent English; other languages beneficial.
• Professional communication skills, both written and verbal.
• Problem solving, reasoning, motivating, organizational and training abilities.
• Proficient with Microsoft Office, including Outlook, Word and Excel.
• Advanced knowledge of property management systems; Opera systems preferred.
• The ability to positively communicate and instruct employees and offer training and guidance to entry-level employees.
• Ability to work flexible hours in a 24 x 7 operation; including nights, weekends and holidays.
• Ability to frequently sit, stand, bend, climb, kneel, and move about the facility.
• Must be able to carry, lift or pull items weighing up to 50 pounds.