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7072F4F2B64022AD
Front Desk Supervisor

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Property Name:
DoubleTree by Hilton Albuquerque
Job Title: 
Front Desk Supervisor
Location: 
New Mexico-Albuquerque
Company Name: 
City: 
Albuquerque
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

Welcome to Crescent Hotels & Resorts, a premier hotel management and ownership group. Crescent seeks energetic, innovative individuals who have a desire to work in a results-driven environment. Our success is the direct result of everyone working together toward a common goal: To deliver exceptional service to our valued guests and provide a high quality work environment for our associates.

Strong core values related to customer service and associate satisfaction account for the continued success of our company. We are more than just a collection of hotels, we are a progressive company determined to be the employer of choice in the hospitality industry. We are pleased that you have chosen to learn more about our growing organization and are confident that Crescent will provide you with a very rewarding career. print

ESSENTIAL JOB FUNCTIONS
1. Communicate effectively both verbally and in writing to provide clear
direction to staff. Assign and instruct guest service agents in details of work.
Observes performance and encourages improvement.
2. Greet guests immediately with a friendly and sincere welcome. Use a
positive and clear speaking voice, listen to and understand requests,
respond with appropriate actions and provide accurate information such as
outlet hours and local attractions.
3. Promptly complete the registration process by inputting and retrieving
information from a computer system, confirming pertinent information
including number of guests and room rate. Promote Crescent and brandspecific
marketing programs. Make appropriate selection of rooms based on
guest needs. Code electronic keys. Nonverbally confirm the room number
and rate. Provide welcome folders containing room keys, certificates,
coupons and refreshment center keys as appropriate. Close out guest
accounts at time of check out. In the event of dissatisfaction, negotiate
compromise, which may include authorizing revenue allowances. Requires
standing and continual mobility throughout front office area.
4. Verify and imprint credit cards for authorization using electronic acceptance
methods. Handle cash, make change and balance an assigned house bank.
Accept and record vouchers, travelers checks 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.
5. Promptly answer the telephone using positive and clear voice. Input
messages into the computer. Retrieve messages and communicate the
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Front Desk Supervisor
content to the guest. Retrieve mail, small packages and facsimiles for
customers as requested.
6. Remain calm and alert, especially during emergency situations andor heavy
hotel activity, serving as a role model for clerks and other employees.
Resolve customer complications and complaints by conducting thorough
research of the situation and determining the most effective solutions. Make
decisions and take action based on previous experience and good judgment,
sometimes revising approach to accommodate unusual situation. Authorize
revenue allowances to remedy problems only after other alternative
solutions have been offered.
7. Communicate both verbally and in writing to provide clear direction to staff.
8. Comply with attendance rules and be available to work on a regular basis.
9. Perform any other job related duties as assigned.
MINIMUM QUALIFICATIONS
1-2 Years of Front Desk Supervisor position or role
3-5 Years of Front Desk Agent Experience
OnQ PMS preferred

REQUIRED SKILLS AND ABILITIES
Must be available weekends, holidays, and on call
Primarily PM Shifts
Part of the hotels MOD rotation

Must have the ability to communicate in English. Self-starting personality with an even
disposition. Maintain a professional appearance and manner at all times. Can
communicate well with guests. Must be willing to pitch-in and help co- workers with
their job duties and be a team player. 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 and considerable skill in the use of a calculator to prepare moderately complex
mathematical calculations without error. 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 observe and detect signs of emergency
situations. Ability to communicate verbally and in writing and prepare complex reports of
room availability and revenues generated. Ability to establish and maintain effective
working relationships with associates, customers and patrons.
PERFORMANCE STANDARDS
Customer Satisfaction
Our customers are what we are about. One of the keys to a positive guest experience is
positive interaction with Crescent staff. It is essential that you remain professional at all
times, and that you treat all guests and associates with courtesy and respect, under all
circumstances. Every Crescent associate is a guest relations ambassador, every working
minute of every day.
Work Habits
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Front Desk Supervisor
In order to maintain a positive guest and associate experience, your work habits should
always meet and strive to exceed hotel standards for work procedures, dress, grooming,
punctuality and attendance. You should be adaptable to change in your work area and in
hotel procedures with a willingness to learn new skills andor improve existing ones, have
the ability to solve routine problems that occur on the job and ask for help whenever you
are not sure how to do something.
Safety Security
The safety and security of our guests and associates is of utmost importance to Crescent.
Every Crescent associate should adhere to the hotel security policies and procedures,
particularly regarding key controls, lifting heavy objects, using chemicals, and effectively
reporting safety hazards and safety concerns.

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© 2011 Crescent Hotels & Resorts, All Rights Reserved

Hotel Management Companies: Crescent Hotels & Resorts A Premier Hotel Management Company