Front Desk Supervisor

BASIC PURPOSE:

Supervise the desk clerks to ensure completion of essential duties necessary for an efficient Front Desk operations.

ESSENTIAL FUNCTIONS:

• Handle guest check-ins and check-outs efficiently and in a friendly and professional manner. (45%)
• Supervise desk clerks and work load during shift. Complete shift check-lists as specified. (20%)
• Run accurate room status reports in a timely manner and relay necessary information to affected department and individuals. (5%)
• Update daily group information; maintain and be familiar with future group files. Monitor and prepare group requirements and relay necessary information to affected departments and individuals. (5%)
• Print cashiers report and verify balances. Verify all banks and deposits accordingly. (5%)
• Monitor key control to maintain hotel security. (5%)
• Respond to guest questions regarding the hotel. Know the lay out of the hotel including all suites, parlors, meeting rooms and all outlets’ location and hours of operations. (5%)

NON-ESSENTIAL FUNCTIONS:

• Maintain good working relationships and open lines of communication with all other departments.
• Train, cross-train, and re-train (when necessary) all Front Desk Personnel.
• Assist Front Desk and/or Front Office Manager when necessary.

Knowledge and Skills:

Education: High school education or equivalent experience.

Experience: 1-2 years supervisory experience in a hotel or other customer relations position.

Skills and Abilities:

• Type a minimum of 35 wpm. IBM data entry experience desirable.
• Ability to communicate in English. Second language desirable.
• Ability to achieve positive guest relations and maximize guest satisfaction.
• Ability to handle cash and credit transactions.
• Ability to enforce all company rules and SOPs.
• Supervisory skills.

No. Of employees supervised: Three to four employees

Travel Required: None

Hours Required: 6:30 a.m. - 3:00 p.m. or 2:30 p.m. - 11:00 p.m. or as assigned; scheduled days and times may vary based on need.

Lifting/Pushing/Pulling/Carrying

Describe the type(s) of required lifting, pushing, pulling, and/or carrying to include objects, weights and frequency.

__X_ No Lifting/Pushing/Pulling/Carrying Required.

Bending/Kneeling

Describe the typ(s) of required bending and/or kneeling to include when, why and how often.

__X__No Bending/Kneeling Required.

Mobility

Describe the type(s) of mobility required to include distances and % of time involved.

Move to copier and computer room to run reports and make copies. (30-50 ft) 10% of 8 hours shift.

Continuous Standing

Describe the reasons to include time period and frequency.

Primarily a stationary position at the Desk. Standing 90% of an 8 hours shift.

Climbing Stairs:

__X__No Climbing Required.

Driving

Describe type of vehicle, distances, % of time involved and frequency.

__X__No Driving Required.

Work Environment

Inside: 100% of 8 hour shift

Hearing:

_____Critical __X__Moderate _____Minimal

Explain: Ability to communicate with guests and staff.

Vision:

__X__Critical _____Moderate _____Minimal

Explain: Key control, cashiering, run and verify reports, etc.

Speech:

_____Critical __X__Moderate _____Minimal

Explain: Ability to handle guest relations and supervise staff.

Literacy:

__X__Critical _____Moderate _____Minimal

Explain: Ability to run and verify reports. Cashiering duties.

Chemicals/Agents:

Describe any chemicals/agents to include what they are, warnings and frequency of use.

__X__No Chemicals/Agents Used.

Protective Clothing:

__X__None Required.

Equipment Operation

List type of equipment and frequency of use.

(PMS system) 80% of time. Copier 5%, fax machine 5%, printer 5%, switchboard 5%.