Front Desk Supervisor PM Position Available In Rockingham, New Hampshire

Front Desk Supervisor

PM 3.5 3.5

out of 5 stars Portsmouth, NH 03801

Job Title:

Front Desk Supervisor Job Summary:

Our Hotel Front Desk Supervisor ensures a memorable guest experience by maintaining an outstanding impression of our property through anticipating and reacting to changing guest needs and coordinating the activities of the front desk team.

Daily Activities:

Maintains a professional, positive, friendly demeanor with guests and fellow associates at all times. Ensures the front desk and front drive is staffed sufficiently for each time period and that the staff is in proper uniform. Trains and coaches front desk staff to ensure high quality of service and high team morale. Assigns daily/weekly duties to front desk staff.

Communicates in daily shift meeting:

service focus, VIPs in house, group arrivals and departures, etc. Ensures a clean, orderly appearance of the hotel lobby, hotel front drive, luggage storage, and valet/bell service areas. Ensures procedures are followed to maximize room yield and hotel revenue. Maintains efficient storage of supplies; notifies manager of needed items. Identifies and implements ways to operate more efficiently, cut costs and drive revenue. Assists with hiring and weekly scheduling of front desk staff. Conducts and ensures compliance of ongoing training for all team members and initial training for new hires. Attends daily and weekly meetings as required. Follows procedures to control labor and operating costs. Ensures standards are followed for accepting and storing guest vehicle keys, luggage and other guest items in a secure and organized manner. Performs in any front desk position as needed/scheduled. Greets guests upon arrival and completes check-in process according to established protocol; facilitates guest departure process according to established protocol. Performs tasks including arrivals review, room blocking, etc. as assigned on shift checklist. Enhances guest experience by promoting the hotel’s services, providing guests with current hotel offerings and information, and assisting guests in making arrangements as needed. Enhances guest experience by providing information and directions to other local activities and assisting in making arrangements as needed. Assists arriving and departing guests with arranging valet, bell and transportation services. Responds to guest cues in up-selling amenities and services with a goal of exceeding guest expectation and increasing overall sales. Communicates effectively and professionally utilizing 2-way radio system. Partners with other front office associates as well as other departments to ensure a smooth operation. Follows established protocols to provide a warm phone greeting for both external and internal guests. Facilitates multiple phone calls and call transfers utilizing telephone system console. Processes guest requests for hotel services to other departments in a timely manner (housekeeping service, luggage assistance, engineering assistance, valet service, room service orders, etc.). Ensures adherence to protocol for processing lost and found items. Builds relationships with guests to ensure regulars/repeat business. Responds to guests with issues and requests in a timely manner. Handles financial, guest and associate information with care and professionalism and maintains strict confidentiality. Ensures accurate reporting of all income received during shift. Completes daily side work and cleaning duties as assigned. Follows all established safety and sanitation guidelines. Additional tasks as assigned by supervisor.

Desired Qualities:

Ability to work flexible hours (days, nights, weekends). Ability to communicate effectively; ability to speak, understand and read English. Minimum two years of experience in a front desk line position. Minimum one year supervisory experience. Demonstrated enthusiasm for hospitality operations. Proficient in use of hotel property management system; experience with Opera preferred. Proficient in use of Microsoft Office and Excel. Proficient in basic math. Demonstrated customer service experience. Ability to be added to property vehicle insurance: must be at least 18 years of age with a valid driver’s license and clean driving record. Ability to operate both manual transmission vehicles and automatic transmission vehicles. Demonstrated focus on follow-through and attention to detail. Ability to multi-task and perform calmly and with grace in busy situations. Ability to anticipate problems and create solutions. Ability to work independently as well as on a team. Ability to be responsible, dependable, punctual, adaptable. Demonstrated professional appearance and demeanor. Ability to stand/walk for up to 5 hours at a time over an 8-10 hour shift. Ability to bend, squat, reach, and climb stairs regularly. Ability to regularly lift and/or move 10 pounds, frequently lift and/or move 25 pounds and occasionally lift and/or move up to 100 pounds at a time.

Benefits:

We provide an excellent compensation package included competitive earnings, opportunities for advancement, medical, dental, vision, life, short-term disability, 401(k), paid time off, employee meals and discounted travel stays.