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ROLE SUMMARY:
The Front Desk Supervisor is responsible for facilitating the accurate and timely processing of daily front desk operations, staff motivation, long term planning, organization, and developing the overall operation, supervise the operations of the font office staff promoting a safe environment while assuring that the very highest degree of staff and guest satisfaction is always maintained.Â
ROLE RESPONSIBILITIES:
- Generate occupancy reports and front desk reports such as, but not limited to:
- Night Audit Report - Daily
- Transaction Reconciliation Report - Daily
- Unbalanced Folios - Daily
- Exceeded Credit Limit - Daily
- Match and merge guest’s profiles - Daily
- Guest Complaint Log – When needed
- Expedia Reconciliation Report (Due end of day on the fourth of every mo.) - Monthly
- Ensures staff communicates effectively with the housekeeping team in regard to but not limited to:
- Smoking rooms
- No service/DND rooms
- Pets In-House
- Turn over rooms (If needed)
- Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner such as, but not limited to:
- Meeting Space Checklist
- Rooftop Checklist (When in season)
- EOS
- Siena Restaurant Log (If the email gets sent within their shift)
- Guest complaint log (If any)
- Checks printed registration cards daily against information in Roomkey and rectify any discrepancies.
- Communicating with FOM the current product inventory and any necessary supplies including:
- Grab n Go Inventory
- Front Desk Checklist Inventory
- Organize Grab n Go stock and back-office inventory when order arrives, making sure that the order received matches the invoice.
- Lead operations at the front desk and make sure guests have an exceptional stay
- Engage with hotel guests in person and over the phone, help with any questions they may have.
- Train and supervise front desk staff to ensure they provide excellent guest services and enforce hotel policies.
- Listen, apologize with empathy, find a solution, and follow through when resolving guest problems.
- Gather guest’s information and reassure the guest that the Management will review and respond to guest complaints in a professional timely manner.
- Reviews guests’ registration, comment cards, guest satisfaction results and other data to identify areas of improvement.
- Have knowledge of emergency procedures and assist as needed.
- Respond to emergencies on the hotel premises following established procedures.
- Promote the hotel, facilities, and services.
- Check current and future room inventory, and communicate to FOM of any close to sold-out dates
- Control room upgrades to ensure hotel profits
- Communicate with Manager any special requests and making sure is setup accordingly.
- Processes guests credit card authorization at check-in/out in accordance with hotel policy
- Answer inquiries from guests regarding booking, hotel/local amenities, restaurants, transportation, entertainment, etc.
- Determine a guest's reservation status and identify how long the guest will stay.
- Assigns rooms and accommodating guest’s special requests whenever possible.
- Follow all cash handling and credit card authorization policies.
- Be aware of all rates, packages, and special promotions.
- Be familiar with BEO/GEO reports and all in-house groups and meetings.
- Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
- Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
- Always use proper two-way radio etiquette when communicating with other employees.
- Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
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