Front Desk Supervisor

If you love saying YES and enjoy engaging with the community by leading with ART, 21c Museum Hotels is one of the pioneering examples of bridging the worlds of art and hospitality. We combine a multi-venue contemporary art museum, boutique hotel and a chef driven restaurant to create a unique and welcoming opportunity.

Reports To:

Front Office Manager/Rooms Manager

General

Purpose:

The Front Desk Supervisor handles internal and external guest issues, in the absence of the manager. Operating primarily from the front desk, this position ensures all front desk and valet functions are completed accurately and efficiently and sees that any major guest complaints or employee complaints are properly communicated and documented to the management staff. The Front Desk Supervisor also acts as a liaison between Front Desk, Housekeeping, and Engineering, and ensures that all requests to these departments are fulfilled within a timely manner.

• Responds in a professional and courteous manner to arriving, departing and in‑house guests by providing accurate and timely information and services.
• Responds to telephone and in‑person inquiries regarding reservations, hotel information and guest concerns.
• Manages front office and valet staff during appropriate shifts.
• Oversees all day‑to‑day operations of Front Desk and Valet staffs, ensuring that all established front office and hotel policies are followed.
• Greets and completes established check‑in procedures for arriving guests on a daily basis, using both manual and computerized methods, to ensure guests are satisfied and in rooms as requested.
• Facilitates guest departure (check‑out) on a daily basis by following established manual and computer procedures to close guest accounts and open the suite for the next sell.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures to present the customer with timely and precise hotel charges upon check‑out and maintain accurate hotel records.
• Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintains good customer relations by keeping abreast of all in‑house and area functions to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
• Operates the PBX equipment by answering incoming calls within two (2) rings, assisting outgoing calls, scheduling and setting wake‑up calls and paging guests to provide guests with timely and efficient service.
• Maximizes revenue in each phone, desk, or valet transaction.
• Controls cash transactions at the front desk or valet area and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Performs other duties as assigned, requested or deemed necessary by management.
• Processes all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests to ensure the information is received in the most timely and accurate manner possible.
• Reviews all guest issues, contacts appropriate department for resolution, determines recovery, follows up with guest, and maintains a log of the incident. Reports issues to manager, escalating immediately when appropriate.
• Contributes and maintains established information and communication sources such as department and front desk log books to enhance department communications and operations.
• Ensures that the AM shift and PM shift sheet is completed each day.
• Other duties as assigned by your supervisor or manager.

Know standard cash handling procedures and knowledge of computerized cash register systems.

Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.

Must be fluent in English.

Must be able to understand and follow verbal/written instructions, work on more than one task at…