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Front Desk Supervisor

Category: Guest Services Posted Date: 15-12-2017

Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to best assist them throughout their stay. We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand. We invite you to discover how at Courtyard.

Essential Job Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

  • Provide clear direction to Front Office staff, assigning work and instructing agents in details of work.  Observe performance and encourage improvement, ensuring productivity, efficiency and standards of service are met, enhancing morale.  Train staff as needed
  • Serve as role model for Front Office staff. Resolve customer issues and complications, by researching the situation and determining most effective solution.  Make decisions based on good judgment, accommodating unusual circumstances.
  • Assign/delegate task to Front Desk clerks
  • Follow up on unfinished task
  • Review checklist for previous shifts
  • Authorize revenue allowances to remedy problems, only after alternative solutions have been offered
  • Welcome and register guests into Hotel, fulfilling requests, following special instructions and adhering to established security and credit policies and procedures, using standards of service
  • Using computer system for most functions, select and block rooms for arriving guests; pre-register individuals or groups as required; assist in escorting VIPs and return guests to their rooms as requested
  • Check guests out of the hotel in accordance with procedures; make changes, , and post charges to guest accounts, using standards of service
  • Promote Turnberry Hospitality and brand-specific marketing programs
  • Maintain a balanced bank assigned from the hotel, handling cash and credit transactions with detail and accuracy
  • Quote and be familiar with room and rate availability for current and future dates
  • Accept reservations, changes and cancellations, as needed
  • Work closely with the Housekeeping and Engineering staff to coordinate the efficient handling of guest requests, room availability and guest luggage
  • Follow up on guest requests. Handle and resolve guest problems or complaints, using standards of service
  • Prepare daily reports and block special requests
  • Keep all support departments informed of necessary information or requests
  • Handle safety deposit box requests; including distributing, giving access to and closing procedures
  • Answer phones according to service standards and within 3 rings
  • Complete key packets , and to modify registration cards
  • Reconcile transactions at the close of the shift and cash out.
  • Have thorough knowledge of hotel facilities, hours of operation and special service codes
  • Handle hotel emergency procedures and situations with maturity and professionalism
  • Perform tasks and projects as delegated by the Front Office Manager
  • Other duties and responsibilities as assigned.
  • The employee may be expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description
  • Maintain a safe work environment for co-workers and a safe hotel for guests; please refer to Section 7.0 in the Team Member Handbook for specific examples.
  • Responsible for receiving, processing and investigating complaints made per the existing harassment policy.
  • Maintains strong influence within all hiring, training, performance evaluations, discipline and/or termination decisions.
Qualifications, Job knowledge, Experience, Skills, Abilities:
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

Qualifications

Behaviors

Preferred

Education

Preferred

4-year Degree or better in Hospitality Management or related field.

Experience

Preferred

1 year: Previous Hotel Front Desk experience

Turnberry is a drug-free workplace and equal opportunity employer.

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