Job description

Are you ready to take the next step in your career? Are you ready to turn your management skills into a rewarding long-term career? Do you have amazing people skills? Do you have 2 years’ experience in Choice or mid-scale hotel? If you answered yes then please continue, we have a position that is right for you!

We are currently seeking a Front Desk Supervisor. This hands-on role will support the General Manager in maintaining and exceeding the highest level of standards of excellence.

Principal Responsibilities :

• Oversee guest services and front office operations; ensuring superior service is a priority.
• Foster a positive, cooperative work environment between front office staff and management.
• Supervise front office team. Supervisory responsibilities include interviewing, hiring, training employees, appraising performance, rewarding and disciplining employees; planning, assigning, directing work, addressing complaints and resolving problems.

Job Duties:

• Problem Solving- Identifies and resolves problems in a timely manner. Develops alternative solutions, uses reason at all times. Makes timely decisions while exhibiting sound judgment. Includes appropriate people in decision making process.
• Customer Service – Maximize Customer Service by attaining 90% or better on Franchise Guest Service Scores. Respond and resolve all guest complaints timely and appropriately. Manages difficult or emotional customer situations. Responds promptly to customer needs, requests for service and assistance.
• Communication - Demonstrates group presentation skills. Speaks clearly and persuasively in positive or negative situations. Writes clearly, and has the ability to read and interpret written information. Communicates change effectively. Assists management team in conducting employee meetings and other events.
• Team Work – Exhibits objectivity and openness to the views of others and contributes to building a positive team spirit. Upholds organizational values, treats people with respect and promotes a harassment free environment.
• Quality Management – Assists in achieving above standard on all Brand Quality Assurance inspections.
• Complete test reservation calls to ensure proper procedures are followed by front office employees in accordance with brand reservation standards. Inspect back of office and public areas for cleanliness and preventative maintenance upkeep on a daily basis. Aligns work with strategic goals, looking for ways to improve and promote quality while demonstrating accuracy and thoroughness. Strives to increase productivity.
• Adaptability – Able to deal with frequent change, delays or unexpected events, changing approach or method to best fit a situation.
• Initiative - Take independent actions and calculated risks, meets challenges with resourcefulness, generates suggestion for improving work and takes responsibility for own actions. Delegates work assignments, sets expectations and monitors delegated activities. Asks for and offers help when needed.
• People Management – Ensures each employee completes orientation and required brand training. Assists General Manager in ensuring employee performance reviews are performed timely and in accordance with Brand standards. Ensure proper and timely execution of all employee related documentation (i.e. new hire paperwork, separation reporting, status changes, benefits documentation, etc.). Maintains effective employee relations programs within the hotel. Provides regular performance feedback to all employees. Manages difficult or emotional employee situations. Develops subordinates skills and encourages growth. Prepares and supports those affected by change, monitors transition, and evaluates results.
• Compliance – Assists management team in ensuring State and Federal Labor postings are current. Maintains confidentiality.
• Business Acumen – Maintain CPOR in front office area as driven by budget. Understands business implications of decisions, aligns work with strategic goals. Accurately forecast schedule changes based on forecasted occupancy. Performs Front Desk shifts as needed to ensure efficient operations.
• Adheres to all franchise and company procedures and regulations as well as standard operating procedures.

Qualifications and Skills:

High school diploma or equivalent. Previous hotel-related experience must. Ability to communicate with public, hotel staff, and management in a professional manner. Knowledge of surrounding areas and local events. Ability to understand and adhere to proper credit, check cashing, and cash handling policies and procedures. Able to properly secure guest information. Ability to learn safety, emergency, and accident prevention policies and procedures. Skilled in the use of front office equipment. Knowledge of proper telephone etiquette. Ability to work a flexible schedule, including weekends and holidays.

Benefits:

We offer competitive wages, Paid Vacation, Holiday, Monthly bonus incentives, and a world-wide hotel discount to any of our Brands.

Job Type: Full-time

Pay: $15.00 - $17.00 per hour

Benefits:

• Employee discount
• Flexible schedule

Schedule:

• Holidays
• Monday to Friday
• On call
• Weekend availability

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel experience: 3 years (Preferred)
• Hotel management: 2 years (Preferred)

Work Location: In person

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