Front Desk Supervisor
Established in 1980 by Charles L. Marshall, CHA, Marshall Hotels & Resorts, Inc. operates hotels over a multi-state area including roadside, resort, airport and metropolitan high-rise properties. These include numerous franchise types and independents.
Our expertise include hotel management operations, fiscal and accountant service, development, insurance programs, hotel sales and marketing, advertising, feasibility studies, asset management, consulting and lender workouts.
The Front Desk Supervisor provides guidance and leadership as the lead Front Office Clerk ensuring consistent quality customer service is delivered.
The Front Desk Supervisor will: Communicate effectively both verbally and in writing to provide clear direction to staff. Monitor lobby traffic and make staffing adjustments accordingly. Greet guests immediately with a friendly and sincere welcome. Promptly complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs. Require standing and continual mobility throughout front office area. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer. Promptly answer the telephone using positive and clear English language. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for hotel guests as requested. Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for Front Office Staff and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using another combination of skills and abilities.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. Basic mathematical skills required. Ability to access and accurately input information using a moderately complex computer system. Ability to stand, walk and continuously perform behind the front desk. Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
Experience: Two years' combined prior front desk and supervisory experience preferred.
Applicants with additional language skills preferred.
The hotel functions seven (7) days a week and twenty-four (24) hours per day. All employees, both management and hourly, must be aware that at times it may be necessary to move an employee from their accustomed shift as business demands.