The Front Desk Supervisor is responsible for ensuring that the front desk guest experience is quick, efficient and above all Kick-Ass for all hotel guest and visitors. Additionally, the Guest Services Supervisor provides support and guidance to the Front Desk team.
1 Train, supervise, coach, and counsel Guest Service Agents.
2 Train and empower employees to exercise good judgment to make decisions regarding service, product quality, and Guest satisfaction by adhering to company training standards.
3 Resolve Guest complaints.
4 Always smile and offer a warm greeting to all.
5 Communicate with Housekeeping on each shift to ensure updated Guest room inventory.
6 Maintain information on prices, rates, amenities, packages, specials, gift certificates, etc.
7 Ensure accuracy and completion of all required reporting.
8 Maintain house bank and provide change as needed.
9 Observe employees while they work to ensure adherence to policy and a positive Guest experience.
10 Supervise procedural aspects of the hotel’s front desk, maintain presence during peak traffic periods.
11 Ensure efficient and accurate Guest registration, check out, billing, and telephone service.
12 Ensure control of all hard keys and electronic keys required to operate the department.
13 Monitor cash handling, credit card totals and deposit slips to ensure accuracy. Conduct inventories.
14 Work with Front Office Manager(s) regarding new procedures, liability concerns, or other hotel business to keep him/her informed.
1 Complete new employee paperwork (e.g., department training checklists) to ensure employee files are complete.
2 Create expectations, lead people, manage processes and hold people accountable for the agreed upon activities and timetables.
3 Maintain effective communication, giving direction, support, timely feedback and recognition of performance.
4 Help to create and modify the weekly work schedule to accommodate employees, volume or other emerging trends.
5 Teach/coach and document employees who fail to meet standards to maintain a high quality workforce.
6 Participate in meetings with staff to communicate incentive programs, implement new products and procedures, and discuss areas of opportunities, special events, etc.
7 Ensure a healthy and safe work environment for employees and Guests.
8 Create a positive environment in which all employees have the ability to maximize their potential.
9 Listen to comments, criticisms, and feedback from Guests, employees and other managers to gain an understanding of strength and opportunity to improve personal/hotel performance.
10 Work as a team, helping all employees to complete the required activities that ensure we blow away Guest expectations.
11 Conduct and/or participate in Sound Check meetings on each shift.
12 Provide employees with tools and supplies needed for success.
13 Communicate with other supervisors and managers (including use of log books) to ensure that assigned duties are completed to standard. Coordinate operations with other departments.
14 Present a professional image to employees, Guests, clients, owners and investors.
15 Review and develop Guest history records to enhance personalized service for repeat Guests.
16 Supervise systems to facilitate operations of Vibe, VIP, and guest service programs.
17 Ensure proper execution of daily VIP requirements, including list distribution, room inspections, amenity placement, welcome letters, gifts, guest escorts, etc.
18 Know, understand, and practice (with energy and enthusiasm) the mission, values, mottos, culture and spirit that make Hard Rock Hotels unique.
19 Be available to provide Kick Ass Service and take initiative to offer assistance throughout the hotel.
20 Placement of various audit systems to assure standards.
21 Balance staffing levels and labor costs to achieve a cost effective plan for running the hotel.
22 Monitor and control product, supply and labor costs using established methods to meet goals.
23 Evaluate condition of equipment, and conduct routine maintenance and minor repairs to ensure smooth operations and save on cost. Fix minor equipment problems or call maintenance for assistance when necessary.
24 Maintain low staff turnover rate and high morale.
25 Operate ethically to protect the image of Hard Rock and utilize programs designed to help Save the Planet.
26 Perform duties in accordance with company standards, policies, and guidelines, Federal and State Regulations.
27 Perform additional duties as requested by the Front Office Manager(s).
1 Any combination of education and experience equivalent to graduation from a college or any other combination of education, training or experience that provides knowledge, skills and abilities.
2 1 – 3 years service and/or hospitality industry experience required.
3 Understanding of lifestyle hotel products and Guest services.
4 Ability to create an enjoyable work environment, mentoring skills, multi-tasked, strong motivational skills.
5 Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
6 Perform numerical operations using basic counting, adding, subtracting, multiplying or dividing.
7 Use logic to define problem, collect information, establish facts, draw valid conclusions, interpret information and deal with abstract variables for unique or unfamiliar situations.
8 Computer skills (Microsoft office).
1 Comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.
2 Must possess strong communication and listening skills, excellent speaking, reading and writing.
3 Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
4 Multiple language abilities preferred, fluency in English required.
1 Ability to move throughout the hotel (standing, walking, kneeling, bending) for extended periods of time.
2 Ability to make repeating movements of the arms, hands, and wrists.
3 Ability to express or exchange ideas verbally and perceive sound by ear.
4 Ability to obtain impressions through the eyes.
5 Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
6 Ability to occasionally move objects (lift, push, pull, balance, carry) up to 50 pounds.
7 Ability to turn or twist body parts in a circular motion.
8 Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment.