Front Desk Supervisor

Reports To: Front Office Manager/Rooms Manager 

Supervises: Front Desk Agents Valets 

General Purpose: The Front Desk Supervisor handles internal and external guest issues in the absence of the manager. Operating primarily from the front desk this position ensures all front desk and valet functions are completed accurately and efficiently and sees that any major guest complaints or employee complaints are properly communicated and documented to the management staff. The Front Desk Supervisor also acts as a liaison between Front Desk Housekeeping and Engineering and ensures that all requests to these departments are fulfilled within a timely manner.  

Specific Responsibilities 

• Responds in a professional and courteous manner to arriving departing and inhouse guests by providing accurate and timely information and services.  Responds to telephone and inperson inquiries regarding reservations hotel information and guest concerns.  Manages front office and valet staff during appropriate shifts. 

• Oversees all day to day operations of Front Desk and Valet staffs insuring that all established front office and hotel policies are followed. 

• Greets and completes established checkin procedures for arriving guests on a daily basis using both manual and computerized methods in order to ensure guests are satisfied and in rooms as requested. 

• Facilitates guest departure (checkout) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the suite for the next sell. 

• 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 checkout and maintain accurate hotel records. 

• Courteously answers inquiries and accepts reservations both in person and by telephone by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights increase occupancy and revenue. 

• Maintains good customer relations by keeping abreast of all inhouse and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone. 

• Operates the PBX equipment by answering incoming calls within two (2) rings assisting outgoing calls scheduling  and setting wakeup calls and paging guests to provide guests with timely and efficient service. 

• Maximizing revenue in each phone desk or valet transaction. 

• Controls cash transactions at the front desk or valet area and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.  

• Maintains a friendly cheerful and courteous demeanor at all times. 

• Performs other duties as assigned requested or deemed necessary by management. 

• 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. 

• Reviews all guest issues contacts appropriate department for resolution determines recovery follows up with guest and maintains log of the incident.  Reports issues to manager escalating immediately when appropriate. 

• Contributes and maintains established information and communication sources such as department and front desk log books in order to enhance department communications and operations. 

• Ensures that the AM shift and PM shift sheet is completed each day. 

• Other duties as assigned by your supervisor or manager. 

Qualifications :

• Know standard cash handling procedures and knowledge of computerized cash register systems. 

• Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills. 

• Must be fluent in English. 

• Must be able to understand and follow verbal/written instructions work on more than one task at a time and be able to communicate both verbally and in writing. 

• Must be able to use tact and understanding when dealing with a variety of customer service problems including stressful and highly emotional situations. 

• Must be highly organized and able to pay attention to minute written and verbal details particularly when performing multiple tasks. 

• Standard office equipment including but not limited to:  telephone copier POS PC fax machine and PBX system. 

Additional Information :

All your information will be kept confidential according to EEO guidelines. 21c Museum Hotels is an equal opportunity employer. We evaluate qualified applicants without regard to race color religion sex national origin disability veteran status and other legally protected characteristic. The EEO is the Law poster is available here: ;