Front Desk Supervisor

Description

Benefits:

• Health, Dental & Vision Insurance
• Voluntary Benefits including Accident, Critical Illness, Hospital Indemnity, Supplemental Life
• 401K Retirement Benefits with 4% match and immediate 100% vesting.
• Vacation Pay
• Paid Sick Time
• Holiday pay
• Wellness Programs
• Travel reduction program (TRP)
• Meal Credit
• Meal Discounts
• Recognition Programs
• Team Building Activities
• Smoking Cessation Program
• Scholarship Program
• Safety Shoes Discount
• Team Member Hotel Discounts

Duties and Responsibility:

• Responsible for the efficient and professional running of the front office, including relationships with other departments.
• Ensure smooth check in and check out of all guests, through properly handling guest accounts.
• Handle guest requests and issues to satisfy their needs within acceptable guidelines.
• Be prepared to perform all front office functions, including front desk, AYS, and Night Audit.
• Lead by example: Provide a gracious and aggressive hospitality towards all customers. Be highly familiar and adhere to all hotel policies, procedures and standards.
• Assist all associates with questions and challenges. Be a problem seeker and solver.
• Be available at the front desk at all times to ensure efficient and smooth service is provided to all guests.
• Create a productive and positive atmosphere at the desk; have a good relationship with all associates and other departments.
• Act empowered and empower all associates to provide outstanding service by taking care of our guests.
• Ensure that that work area is always clean, neat and organized. Ensure that all supplies are well maintained.
• Constantly audit all deskwork for accuracy and consistency. Coach and counsel staff when appropriate.
• Bank out cashiers at the end of each shift according to proper cash handling procedures.
• Be prepared to work night audit shift if needed.
• Be aware of house count number and the rates to be quoted for the day.
• Review discrepant rooms regularly.
• Review VM rooms regularly.
• Ensure that all Elite, VIP and repeat guests are identified, recognized, pre-blocked and special attention is brought to their reservations.
• Determine weekly schedule, adjust according to business demands.
• Review credit report and take appropriate action to resolve all problems.
• Complete work or special projects as assigned and make sure to meet due dates.
• Work together with staff on the same level, train and retrain on aggressive hospitality skills, technical skills and communication skills.
• Participate in up-sells using Nor1 and guidelines and help coach the team to achieve up-sells as well.
• Respond and close all open GSS comments that come in during your shift
• Ensure our team is practicing Brilliant Hosting but warmly greeting our guests in the lobby and providing our guests with sincere kind, caring, and friendly guest service

Education and Experience:

• High school diploma or general education degree (GED).
• Must have 1-2 years’ hotel experience.
• Minimum 6 months’ supervisory experience.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Stand and walk frequently.
• Move, lift, carry, push, pull and place objects weighing less than or equal to 50 pounds without assistance.
• Reach overhead and below the knees, including bending, twisting, pulling and stooping.
• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.

DoubleTree Suites Phoenix is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need accommodation for any part of the application process because of a medical condition or disability, please send an email to claudia.flores@doubletreephoenix.com or call 602-683-9422 to let us know the nature of your request.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)