Front Desk Supervisor

Position Purpose:

Provides guidance and leadership as the lead Guest Service Agent ensuring consistent quality customer service is delivered.

Examples of Duties:

Essential Functions:

Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service agents in details of work. Observes performance and encourages improvement. Monitors lobby traffic and makes staffing adjustments accordingly.

Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.

Promptly complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Promote Millennium's marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Close out guest accounts at time of check out. Requires standing and continual mobility throughout front office area.

Verify credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers checks and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.

Promptly answer the telephone using positive and clear language. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for GSA's and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions. Make decisions and take action based on previous experience and good judgement, sometimes revising procedures to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.

 Other:

Regular attendance in conformance with the standards is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

Upon employment, all employees are required to fully comply with Millennium's rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

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 supervisor based upon the particular requirements of the hotel.

Summon from service/bell assistance to escort guests to their rooms as appropriate.

Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests using the message function of the computer of incoming faxes.

Use the photocopier to make copies of items as required.

File registration cards in room number order.

Retrieve registration cards from the files for each check out.