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About the Role
The Front Desk Supervisor is a primary contact for guest services, responsible for providing friendly, enthusiastic, and knowledgeable guest interactions and timely, efficient delivery of exceptional services. This role is a working associate and front-line team leader, responsible for assisting with training and support of front office staff and management, and addressing additional tasks and special projects assigned by upper management. Emphasis is placed on accommodating guest preferences, flexibility, efficiency, quality, and contributing to a hospitable environment.
Responsibilities
- Perform check-in and check-out services, record sales transactions, and secure payment.
- Coordinate bell services, answer telephones, and take guestroom reservations.
- Run reports, handle guest and student mail, and deliver messages.
- Program wake-up calls and perform other tasks to provide pleasant and professional services.
- Oversee daily operation of the Front Office to ensure exceptional hotel services.
- Develop front desk GSAs' quality customer service skills and understanding of the property management system, policies, and procedures.
- Collaborate with upper management on front-end Rooms Division responsibilities, including HR, scheduling, payroll, and coordination with Housekeeping, Banquets, and Engineering.
- Work with RIT Housing Operations for student check-ins/check-outs and address student issues.
- Be knowledgeable of hotel services hours of operation and actively promote them.
- Be knowledgeable of hotel safety, security, and emergency procedures and equipment.
- Maintain ongoing communication and collaboration with staff to achieve high levels of cooperation and service excellence.
- Manage and coordinate with hotel shuttle drivers for guest rides.
- Assist in maintaining the cleanliness of the Front Office, lobby, and surrounding areas.
- Assist in checking lobby area fixtures, equipment, and conditions for proper operation and maintenance, reporting deficiencies.
- Properly maintain all work equipment, tools, and supplies.
- Respond to guest requests and inquiries with appropriate sensitivity and immediacy.
- Comply with and train desk staff on all department, hotel, and company policies and procedures.
- Assist in covering manager's days off as Person in Charge (PIC).
- Complete daily, weekly, and monthly tasks as assigned by the front office manager and Assistant Front Office Manager.
Requirements
- Ability to effectively read, write, and speak English.
- Ability to provide, receive, and comprehend verbal and written instructions and information.
- Experience in hotel front office operations required.
- Supervisory experience preferred.
- Must present an appropriate public presence in grooming, dress, poise, and social etiquette.
- Must be able to work independently or with others.
- Must possess a clean and valid New York State driver's license.
- Open availability required including weekends and overnights.
- Previous Hotel Front Desk experience, customer service or supervisory experience required.
Skills
- Leadership
- Organization
- Planning
- Problem solving
- Communication
- Public speaking
- Presentation skills
- Listening skills
- Attention to detail
- Teamwork
- Conflict management
- Business plan development
- Budget management
Location
- Rochester, New York
Work Type
- Full-time
- Flexible scheduling
Experience Level
- Supervisory experience preferred
- Previous Hotel Front Desk experience
- Customer service experience
Salary/Compensations
- $19.00 to $20.00 per hour
Benefits
- Full benefits package
- Flexible scheduling
- Extensive training and opportunities to advance
- Free employee parking
About the Company
- The RIT Inn & Conference Center is committed to the total satisfaction of its guests, working collaboratively, and providing career development opportunities for its employees.
- Managed by Gunther & Associates, LLC, the RIT Inn & Conference Center is a premier hotel in Rochester, New York, conveniently located near the New York State Thruway, major businesses and universities, shopping, dining, and local attractions.
- The hotel offers the comfort and convenience of a full-service hotel at an affordable price.