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Front Desk Supervisor

Renaissance Asheville Hotel Asheville, NC
  • Depends on experience
  • Full Time
  • Health Insurance, Dental Insurance, Vision Insurance, 401K / Retirement, Employee Discounts, Meal Plan / Free Food
  • Employer Unlikely to Respond

SUMMARY – POSITION PURPOSE
This position will be responsible for maintaining high morale for guest services shift; teach front desk staff how to operate computerized reservations and hotel management system along with telephone equipment, key making equipment; solicit suggestions or input from other members of the front desk team. This candidate must be self motivated, energetic, and have a passion to deliver heroic service.

Essential DUTIES AND Responsibilities  

  1. Maintain professional appearance while on duty with well grooming hygiene and wearing the appropriate uniform with name tag at all times.
  2. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information to resolve conflicts.
  3. Resolve customer complaints by conducting thorough research of the situation and the most effective resolution. Authorize revenue allowances to remedy problems only after alternative solutions have been offered.
  4. Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel.
  5. Handle guest check-ins and check-outs efficiently and in a friendly and professional manner.
  6. Must provide a "Yes I Can" attitude at all times.
  7. Supervise desk clerks and work load during shift. Complete shift check-lists as specified.
  8. Run accurate room status reports in a timely manner and relay necessary information to effected departments and individuals.
  9. Update daily group information; maintain and be familiar with future group files. Monitor and prepare group requirements and relay necessary information to effected departments and individuals.
  10. Print cashiers report and verify balances. Verify all banks and deposits accordingly.
  11. Maintain good working relationships and open lines of communication with all other departments.
  12. Train, cross-train, and re-train (when necessary) all Front Desk Personnel.
  13. Oversee daily tasks of the front Desk and PBX
  14. Assist in coordinating transportation and valet laundry requests
  15. Ability to give precise and accurate directions to most areas and places on the island
  16. Responsible in coordinating deliveries i.e. rollways, microwaves, cribs, gift bags, etc
  17. Inform staff of any important information, special guests, etc at the beginning of each shift
  18. Reports any early departures, room moves, or extended stays to housekeeping
  19. Update Front Office manager on all necessary guest complaints or employee situations
  20. Ensure all guests’ credit cards have been properly authorized.
  21. In addition, other duties may be required as directed by your manager.

QUALIFICATIONS AND REQUIREMENTS

  • Basic mathematical skills and considerable skill in the use and windows based computer software.
  • 1+ years of experience in hotel Guest Services area in a full service or resort hotel is preferred.
  • Good communication and organizational skills.
  • Must be able to work nights, weekends, and/or holidays.
  • Supervisory experience a plus.
  • Must be able to read, write and speak English
  • No visible tattoos, visible body piercing or unnatural hair color or hairstyles per company grooming standards.

KNOWLEDGE, SKILLS AND ABILITIES

  • Ability to manage and resolve conflicts and ability to multitask.
  • Problem solving, reasoning, motivating, organizational and training abilities.
  • Strong communication skills and a "can do" attitude required.
  • Maintains professionalism at all times, demonstrating courtesy and respect to guests and co-workers

PHYSICAL DEMANDS

  • Ability to lift up to 25 lbs.
  • Requires standing for long periods of time.
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