Front Desk Supervisor

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

The Front Desk Supervisor is responsible for assisting the Front Desk Leadership and/or General Manager while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay. He/she is also responsible for maximizing room revenue and occupancy.

The Front Desk Supervisor is responsible for ensuring the operation of the Front Office in an attentive, friendly, efficient and courteous manner, providing all guests with exceptional service prior to and throughout their stay, while maximizing room revenue. The Front Desk Supervisor is responsible for overseeing the daily functions of the Guest Experience Department:
Front Desk Agents & Bellmen

At least 2 years of progressive experience in a hotel or a related field; or a two-year college degree and three or more years of related experience; or a four-year college degree and at least one year of related experience.

Proficiency in Windows operating systems, Company approved spreadsheets and word processing. PMS:
Opera Cloud is preferred.

Prior IHG or other major brand experience is preferred.

Bilingual:
English & Spanish proficiency required.

Must have a valid driver's license from the applicable state.

Must be able to convey information and ideas clearly.

Must be able to evaluate and select among alternative courses of action quickly and accurately.

Must work well in stressful, high-pressure situations.

Must maintain composure and objectivity under pressure.

Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.

Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.

Must be effective at listening to, understanding, and clarifying the concerns and issues raised by guests & co-workers.

Respond to all guest requests, problems, complaints and / or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.

Act as Manager On Duty in absence of Director of Rooms, Housekeeping Manager and General Manager

Motivate, coach, counsel and discipline all Front Desk personnel according to Rebel Hospitality SOPs.

Ensure compliance to brand and company training, using the steps to effective training according to Rebel Hospitality standards.

Prepare and conduct all Front Desk interviews and follow hiring procedures according to Rebel Hospitality SOPs.

Conduct all 90 day and annual Front Desk employee performance appraisals according to SOPs.

Develop employee morale and ensure training of Front Desk personnel.

Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency, monitor credit report and maintain close observation of daily house count.

Attend all required Rooms Merchandizing meetings with all appropriate reports and documentation necessary to establish select sell guidelines and implement appropriate restrictions.

Supervise the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy.

Participate in required MOD program as scheduled.

Be responsible for developing a manager as assigned by the Corporate Office, including sign-off on all competencies and assist in his / her placement.

Ensure all end of the month report dates are met (i.e., Central Reservations, Market Segment, AAdvantage, Travel Agent check registers, etc.).

Review Front Desk staff's worked hours for payroll compilation and submit to Accounting on a timely basis.

Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements. Present with Wage Progress Report to General Manager weekly.

Ensure that no-show revenue is maximized through…