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About the Role

The Front Desk Supervisor assists the Front Desk Manager and/or General Manager by providing attentive, courteous, and efficient service to guests, aiming to maximize room revenue and occupancy.

Responsibilities

• Assist the Front Desk Manager and/or General Manager.
• Provide attentive, courteous, and efficient service to all guests.
• Maximize room revenue and occupancy.
• Approach all encounters with guests and associates in a friendly, service-oriented manner.
• Maintain regular attendance and comply with scheduling.
• Maintain high standards of personal appearance and grooming, including proper uniform and name tag.
• Comply with Avion Hospitality standards and regulations for safe and efficient hotel operations.
• Maintain a friendly and warm demeanor at all times.
• Set the standard for guest relations at the Front Desk.
• Obtain all necessary information when taking room reservations.
• Monitor all V.I.P. and special guest requests.
• Review Front Office log and Trace File daily.
• Comprehend and execute all relevant phases of the front desk computer system.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Be aware of all current rates, packages, and promotions.
• Be familiar with all in-house groups.
• Be aware of all closed out and restricted dates.
• Follow and enforce all Avion Hospitality hotel credit policies.
• Perform all duties of Front Desk Agent.
• Complete and ensure proper bucket check, room rate verification report, and housekeeping report are accurately done and filed.
• Maintain proper operation of the P.B.X. console and ensure Avion Hospitality standards are met.
• Establish and maintain good communication and teamwork with fellow associates and other departments.
• Assist the G.S.M. in ensuring associates follow and maintain Avion Hospitality standards.
• Have knowledge of and assist in all emergency procedures.
• Oversee and ensure guests are checked in/out in a friendly, efficient, and courteous manner.
• Perform, complete, and ensure all tasks and duties on the shift checklist are completed in a timely and efficient manner.
• Ensure associates are attentive, friendly, helpful, and courteous to all guests, managers, and associates.
• Ensure maximization of room revenue through Rooms Merchandising.
• Answer all guest inquiries in a timely and professional nature.
• Be involved in departmental meetings, planning, and execution.
• Help maintain productivity levels at or above budgeted standards.
• Perform any other duty as required by management.
• Assist in training of new hires and current associates.
• Attend meetings as required by management.

Requirements

• At least 2 to 3 years of progressive experience in a hotel or related field.
• Valid driver's license for the applicable state.
• Ability to convey information and ideas clearly.
• Ability to evaluate and select among alternative courses of action quickly and accurately.
• Ability to work well in stressful, high-pressure situations, including handling guest objections and disputes.
• Ability to show initiative in job performance and anticipate needs.
• Ability to maintain composure and objectivity under pressure.
• Ability to effectively handle problems, including anticipating, preventing, identifying, and solving them.
• Ability to assimilate complex information from disparate sources and adjust as needed.
• Ability to listen to, understand, and clarify concerns and issues raised by co-workers and guests.
• Ability to work with and understand financial information and data, and basic arithmetic functions.

Skills

• Front desk computer system proficiency
• Communication skills
• Teamwork
• Problem-solving
• Customer service
• Supervisory skills

Experience Level

• 2-3 years of progressive experience
• Previous supervisory responsibility preferred

Education Level

• High School diploma or equivalent
• College course work in related field helpful

About the Company

• Avion Hospitality standards