Full Time Front Office Supervisor - EVEREST HOSPITALITY LLC

Introduction:

We are seeking a friendly and professional Full Time  Supervisor to join our team at our hotel. The PM Supervisor will be responsible for assisting the AGM with ordering, scheduling, training front desk staff on policies and procedures outlined by Everest Hospitality LLC. The PM Supervisor must respond 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 staff during appropriate shifts.

ESSENTIAL DUTIES/RESPONSIBILITIES

• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Completes established check-in procedures for arriving guests and facilitates guest departure in order to close the guest account and make the room available for the next guest.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. Uses 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 in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Maintains a friendly, cheerful and courteous demeanour at all times.
• Performs other duties as assigned, requested or deemed necessary by management.

OTHER DUTIES/RESPONSIBILITIES

• Processes all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests in order to ensure the information is received by the guests in the most timely and accurate method possible.
• Contributes and maintains established information and communication sources such as department and front desk logbooks in order to enhance department communications and operations.
• Is well groomed and in uniform with name tag at all times.
• Maintains and monitors office supplies needed at the front desk and informs management when ordering needs to be done. 
• Participate in hotel committees and task force assignments.
• Assist all departments in servicing the guests during high volume periods.
• Takes responsibility in the absence of the AGM.
• Hours: 40-50 hours over a five-day period; scheduled days and times may vary based on need.

SUPERVISORY DUTIES - 5 + employees.

JOB QUALIFICATIONS

• May be required to come in on short notice for shift coverage 
• Excellent hearing required to communicate in person and on telephone frequently.
• Excellent vision necessary for reading written communiqués, analyzing reports and seeing monochrome computer screen.
• Excellent speech communication skills required for continual interaction with guests. Frequent use of phone.
• Excellent literacy necessary to analyse report data, prepare reports and initiate correspondence.
• Must have hand and finger dexterity to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.

Abilities

Continuous standing 90%-100% of time - communicating with guests.

Experience

1 or more full years employment experience in hotel front desk.

OnQ experience a plus!

-Employees are held accountable for all duties of this job.-

Job Type: Full-time

Benefits:

• Hilton Employee discount
• Free parking
• Paid time off after 1 full year of employment
• Advancement opportunities

Schedule:

• 8-hour/ 10- hour shift
• Possible Morning/Evening/Overnight shift
• Holidays
• Weekends as needed based on business need

Experience:

• Hilton: 1 year (Preferred)
• Hotel experience: 1 year (Required)

Shift availability:

• Day & Night Shift (Required)