Front Desk SupervisorTitle: Front Desk Supervisor
Location: United States-Northwest-Alaska
Other Locations:
CHENEGA COMMERCIAL HOLDINGS, LLC.
Company Job Title:Front Desk Supervisor
Chenega Job Title:Supervisor Front Desk
Location:Clarion Suites
Reports To:Assistant General Manager
FLSA Status:Regular, Full Time, Hourly, Non-Exempt
Prepared Date:04/10/2011
Approved Date:04/10/2011
Job CodeH1R2014 Front Desk Supervisor CCH Clarion Anchorage AK
Summary
The Front Desk Supervisor is responsible to oversee the daily operation of the hotel's front desk including brand standards to provide the highest standards of courteous service while permitting acceptable profit levels. Provide leadership and direction during emergency and/or heavy hotel activity to resolve complications such as location changes or credit issues. Facilitate departmental training to effectively communicate pertinent information to assure guest satisfaction.
This position is responsible for entering and confirming hotel reservations, assisting the guest during check-in and check-out, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guest accounts, and presenting statements to and collecting payments from hotel guests.
This position is also responsible for providing assistance to the guest during their stay at the hotel, by either providing directions, information, recommending restaurants, local points of interest, and answering questions about the state of Alaska and city of Anchorage.
This position requires the Front Desk Supervisor to stand for a shift of eight or more hours and must be flexible to work varying shifts including weekends, holidays, and/or evenings. In the event of an emergency or shift coverage change the Front Desk Supervisor may be required to cover a shift with short notice.
Essential Duties and ResponsibilitiesReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position
*
Supervise and motivate all front desk team members to include training, scheduling and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction.
*
Check and control room reservations, front desk systems, supply inventory, scheduling, forecasting and department goals to maximize revenue. Compile and prepare goals and incentives, including rate and availability calendar.
*
Communicate with guests and team members both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work. Organize and conduct training and departmental preshift meetings to disseminate pertinent information.
*
Implement and monitor all hotel brand marketing programs
*
Greet, register, and assign rooms to guests of the hotel.
*
Provide recommendations for, and directions to, restaurants or local points of interest.
*
Verify customer credit, and establish payment.
*
Keep records of room availability and guest accounts, manually or using computers.
*
Compute invoices, collect payments, and make change for guests.
*
Perform simple bookkeeping activities, such as balancing cash accounts.
*
Issue room keys and escort instructions to bell staff.
*
Review accounts with guests during the check out process.
*
Post charges, such as those for rooms, food, telephone calls, and incidental charges.
*
Answer and transfer incoming calls using the hotel PBX system.
*
Contact housekeeping or maintenance staff when guests report problems and follow through to insure that the issue has been resolved to the guest's satisfaction.
*
Perform daily audits for all in house and departed guests for each shift
*
Other duties as assigned
Supervision
The Front Desk Supervisor provides supervision and support to the Guest Service Agents, Night Auditor, and other positions as assigned during the daily operation of the hotel.
Minimum 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.
Education and/or Experience
High school Diploma or equivalent required. College Degree preferred. Minimum of two to five years experience as a Supervisor or Manager.
Computer Skills
Reservation software or proven aptitude and familiarity with computers and computer software in general. Familiarity with Microsoft Office products desirable. Ability to type a minimum of 25 words per minute.
Competencies- To perform the job successfully, an individual should demonstrate the following competencies:
Problem Solving- Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Written Communication- Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information in English.
Diversity- Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
Ethics- Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Strategic Thinking- Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
Planning/Organizing- Prioritize and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
Professionalism- Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Innovation- Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
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, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, proposals, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public in English.
Mathematical Skills -Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Reasoning Ability- Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to question activities and issues in all functional areas and make sound business decisions based on that data.
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.
While performing the duties of this Job, the employee is regularly required to stand and talk or hear. The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.
Work Environment -The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.
During visits to areas of operations, may be exposed to extreme cold or hot weather conditions. Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise.
Chenega Corporation is an EOE. AA/M/F/D/V. Native preference under PL 93-638. We participate in the E-Verify Employment Verification Program.
Minimum 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.
Education and/or Experience
High school Diploma or equivalent required. College Degree preferred. Minimum of two to five years experience as a Supervisor or Manager.
Computer Skills
Reservation software or proven aptitude and familiarity with computers and computer software in general. Familiarity with Microsoft Office products desirable. Ability to type a minimum of 25 words per minute.
|
