FRONT DESK SUPERVISOR

Description

POSITION PURPOSE

Coordinate and expedite the registration and checkout process at the front desk. Oversee the daily operation of the front desk, ensuring organization, communication and accuracy of operations. 

ESSENTIAL FUNCTIONS

Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Process electronic payment for guests’ accounts both at the time of registration and at checkout. Supervise the front desk agents, ensuring the correct sequence of events for proper registration and checkout of guests. Assign specific tasks to front desk agents locating missing contact information, registration bucket maintenance, registration cards, posting charges, and overall cleanliness and organization of the front desk. Ensure that front desk agents are following the daily action plan. Provide ongoing training and support for front desk agents. Maintain all front desk-related equipment and a par stock of supplies.

OTHER:

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the Lodge. In addition, attendance at all scheduled training sessions and meetings is required.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the Lodge.

• Maintain a daily log of all guests’ opportunities with corrective action steps.  
• Follow-up on any unresolved situations in a timely manner and pass on appropriate information to other Managers for handling.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

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 some other combination of knowledge, skills, and abilities.

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process professionally.   
• Requires good communication skills, both verbal and written. 
• Must possess basic computational ability.   
• Must possess basic computer skills.

PHYSICAL DEMANDS

Most work tasks are performed indoors. Temperature generally is moderate and controlled by hotel environmental systems; however, must be able to work in extreme temperatures possibly for one hour or more. Must be able to sit or stand for long periods of time during a working shift but length of time of tasks may vary from day to day and task to task.

Requires writing, standing, sitting, walking, repetitive motions, and bending.

Requirements

QUALIFICATION STANDARDS

EDUCATION

High school or equivalent education required.  

SKILLS

Microsoft Office Products

Hotel Management Software

EXPERIENCE

Two years Lodge front desk experience required. Supervisory experience preferred.