In conjunction with the Front Office Manager, the Front Desk Supervisor is responsible for the success of the front desk, for ensuring guest satisfaction and product quality standards are met, and supervising all areas of the hotel according the brand standards to achieve a friendly atmosphere of superior guest service and product quality. Displays exemplary performance for staff to follow.
Responsibilities include but are not limited to:
Maintains guest service as the driving philosophy of the hotel.
Personally demonstrates a commitment to guest series in responding promptly to guest needs.
Ensures all hotel staff, including new hires, know all components of guest services and are trained to meet standards.
Develops added value to customer service programs.
Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.
Meets or exceeds hotel guest satisfaction measures.
Motivate and encourage staff to solve guest and associate related concerns.
Ensures hotel standards and services contribute to the delivery of consistent guest service.
Front Desk Management
Acts as Manager on Duty for hotel and manages front desk operations.
Ensures front desk staff is trained in all front desk operations, including check in/check out procedures, hotel amenities and computer systems.
Ensures that front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories and receivables.
Manages and drafts weekly schedules. Ensures that front desk staff is fully staffed according to business demands, including being on call to handle any associate call outs.