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Front Desk Supervisor
Property Name
Hampton Inn Dulles Cascades
Job Title
Front Desk Supervisor
Location
Virginia-Northern
Company Name
City
Sterling
Work Permit
Applicants who do not already have legal permission to work in the United States will not be considered.
Management  Position
No
Bonus Pay
No
Accommodation
No
Address
46331 McClellan Way
 
The B. F. Saul Company Hospitality Group is "the hospitality subsidiary of one of the largest private real estate concerns located in the Washington, DC area. Founded in 1892, the B. F. Saul Company has a proud tradition of consistent growth and financial strength. Utilizing time proven investment principles, quality operations, focused management and a true commitment to our team members, the organization has built a prosperous and positive history of success that spans over 110 years."
   
With nearly 20 properties in five different states, our portfolio of hotels offers exciting and rewarding career paths in all areas of the hospitality industry.
   
Our long-term success and stability is centered around our collective focus on our division-wide service excellence pledge, known as "Our Big 3." Our Big 3 is very simple:
  1. Happy, professional team members who demonstrate aggressive friendliness.
  2. A clean, crisp, safe property where everything works.
  3. Guests and team members receive all that they expect... plus a little bit more.
Serving as the cultural anchor of our hotel community, Our Big 3 is symbolized across our division by our mascot, OB3. OB3 gets introduced to all new team members and shows up at all hotel events and celebrations to remind our team members why we're all there and help us stay excited and focused.
    
In addition, Our Big 3 has evolved into the creation of "Our Big 3 University," a division-wide on-line leadership development and training community. "Our Big 3 University" has bi-monthly, on-line training modules open to all team members.
   
One of our most recent initiatives is "Our Big Green" which is our division-wide program for "going green" and implementing environmentally sustainable practices into our hotel operations.
   
Aside from our cohesive and family-like culture, the B. F. Saul Company has won numerous local and national awards over the years, including being recognized by the Washingtonian Magazine as being "One of the Best Places to Work," and being awarded the "Gazette of Politics and Business First Exceptional 53 Business Award."
    
We invite you to visit any of our individual hotel websites to learn more about each property and begin to see for yourself why over 1,000 team members from all over the world have chosen to work in our 19 B. F. Saul hotels located across the country.
   
Thank you very much for your interest in the B. F. Saul Company Hospitality Group; we look forward to hearing from you soon.

Job Summary:

Shift supervisor for courteous and efficient check-in/check-out of hotel guests according to set standards; ensure the processing of all payments are completed according to established hotel requirements.  Maintain service standards to all guests and visitors while practicing "The Big Three".

Essential Job Functions:

1.      Ensure shift Front Desk Representatives maintain complete knowledge of the following at all times:

a.      All hotel features/services, hours of operation

b.      All room types, numbers, layout, decor, appointments and location

c.      All room rates, special packages and promotions

d.      Daily house count and expected arrivals/departures

e.      Room availability status for any given day

f.       Scheduled daily group activities

2.      Primary employee shift trainer

3.      Maintain complete knowledge and comply with all hotel and departmental policies and procedures.

4.      Obtain assigned bank and ensure accuracy of contracted monies.  Keep bank secure at all times.

5.      Meet with supervisor to review daily assignments and priorities.

6.      Meet with departing shift to review business status and follow-up items.

7.      Access all functions of computer system according to established procedures and standards

8.      Set up work station with necessary supplies; ensure cleanliness throughout shift.

9.      Answer department telephone within a maximum of 5 rings, using correct greeting and telephone etiquette.

10.    Promote positive guest relations to all individual approaching the Front Desk.

11.    Ensure the accommodation of all requests for information in a congenial manner..

12.    Ensure the processing of all guest check-ins according to established hotel requirements.

a.      Confirm reservation in system and review all noted information.

b.      For guests without a reservation, sell a room type agreed upon.

c.      Register guest in computer and generate a registration card.

d.      Verify registration card information with guest.

e.      Obtain back-up information from guest.

f.       Assign guest room

g.      Advise guest of any messages, mail, faxes, etc. received for them

h.      Inform guest of room key procedures

i.       Issue parking passes

j.       Communicate services and amenities included in packages to guests on packages.

k.      Obtain proper identification for tax exempt guests and attach form to registration card.

l.       Obtain guest signature for designated paperwork.

m.     Follow policies and procedures for credit card verifications.

n.      Obtain Bell Person to escort guest and transport their luggage to the room when necessary.

13.    Maintain guest history files on all guests.

14.    Communicate V.I.P. arrivals to designated personnel for escort and delivery of amenities.

15.    Ensure accurate accounts are set up for each guest checking in according to their requirements (i.e., share-withs, separate room/tax/incidentals, comp., etc.).

16.    File registration cards and vouchers in bucket by room number.

17.    Ensure every effort is extended to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them.  Follow established procedures for "walking" guests.

18.    Document and ensure guest complaints or problems are handled, according to procedures, immediately and notify designated department/personnel for resolving the situation.  Follow-up within 15 minutes to ensure completion and guest satisfaction.

19.    Accommodate room changes expediently.

20.    Take, record and relay messages accurately, completely and legibly.  Distribute hotel personnel messages to appropriate individuals.

21.    Accept and record wake-up call requests; deliver to PBX.

22.    Issue safe deposit boxes to guests and ensure security of keys.

23.    Ensure the distribution of guest mail.

24.    Monitor, send and distribute guest faxes.

25.    Ensure the documentation and confirmation of  reservations and cancellations.

26.    Block rooms in the computer and follow through on designated requirements.

27.    Pre-register designated guests and prepare key packets.

28.    Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).

29.    Generate, print and distribute daily and weekly reports.

30.    Resolve discrepancies on the room status report with Housekeeping.

31.    Ensure the bucket check is matched to in-house guest ledger report; report discrepancies to manager.

32.    Process all check-outs according to established hotel requirements.

a.      Resolve any late charges

b.      Present folio to guest and resolve any disputed charges

c.      Settle guest accounts following Accounting procedures

d.      Retrieve guest room key from guest

e.      Request guest comments on their stay

33.    Process express check-outs throughout the shift

34.    Handle requests for late check-outs according to established hotel procedures.

35.    Conduct group check-ins/outs according to established hotel procedures.

36.    Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.

37.    File guest room keys and ensure the safe keeping of keys at the Front Desk.

38.    Ensure the adherence to all cashiering procedures.

a.      Process adjustment vouchers, paid-outs, corrections vouchers, miscellaneous charges

b.      Make change for guests

c.      Cash guests' personal checks/travelers checks according to hotel policy and procedures

d.      Post charges

e.      Settle room accounts

f.       Run closing reports

g.      Count bank at end of shift

h.      Complete designated cashier reports

i.       Balance receipts

j.       Drop receipts

k.      Secure bank

39.    Legibly document pertinent information in the log book.

40.    Act as PBX operator at designated times.

41.    Ensure the adherence to "Lost and Found" procedures.

42.    Ensure the maintenance of  guest privacy and security at all times by following policies regarding key security and guest room numbers.

43.    Legibly document maintenance needs on work orders and submit to Chief Engineer.

44.    Ensure all shift checklists are completed prior to departure of Guest Service Representatives.

EEO

Job Requirements:

OnQ/Hilton Experience preferred, but not required.

(Skills & Abilities)

Physical:

1.      Ability to input and access data in computer

2.      Ability to perform assigned duties with attention to detail, speed accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.

3.      Ability to operate telephone console.

4.      Ability to remain stationary at assigned post for extended periods of time.

Mental:

1.      Ability to understand guest inquiries and provide responses.

2.      Ability to promote positive relations with all individuals who approach the Front Desk by telephone or in person.

3.      Ability to focus on guests= needs, remaining calm and courteous.

4.      Ability to think clearly, quickly and make concise decisions.

5.      Ability to ensure security of guest room access.

Emotional:

1.      Ability to work well under pressure of 50 arrivals/departures within any given eight hour shift.

2.      Ability to maintain confidentiality of all guests and hotel information.

3.      Ability to work cohesively with other departments and coworkers as part of a team.

Experience:  Six to 12 months in a position requiring skills/abilities similar or equal to that of a Guest Service Representative.

Education:   High School Diploma or equivalent.

License/Certification:  None required.

Attendance Standard:

It is a requirement of the employee to report to work as scheduled.  Policy and procedures must be followed in reporting tardiness or absence.
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