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Front Desk Supervisor

Department: Front Desk
Location: New Orleans, LA
Career Site: Nola Hotels

Job Title: Front Desk Supervisor

Job Summary: Represents the hotel to the guest throughout all stages of the guest’s stay by working with all hotel personnel to ensure every guest experiences superior customer care. Responsibilities include registering guests, assigning rooms, accommodating special requests, and ensuring the guests have a pleasant stay and smooth checkout. Supports the front desk agents in dealing with challenges upon check in or check out. Assist with front desk schedules to ensure coverage needs are met.

Job Duties:

  •  Maintains an inventory of vacancies, reservations and room assignments.
  •  Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
  •  Knows room locations, types of rooms available, and room rates.
  •  Registers arriving guests and assigns rooms.
  •  Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
  •  Coordinates guest room maintenance work with the engineering and maintenance division.
  •  Uses persuasive selling techniques to sell rooms and to promote other services of the hotel.
  •  Knows daily activities and meetings taking place in the hotel.
  •  Reports any unusual occurrences or requests to the manager or assistant manager.
  •  Manages and resolves all guest complaints in a professional and courteous manner.
  •  Processes guest check-outs and handles monetary transactions.
  •  Maintains customers privacy.
  •  Maintains a high level of professional appearance and demeanor.
  •  Oversees all front desk agents to ensure accuracy.
  •  Performs property walks
  •  Completes schedules to ensure proper coverages are met
  •  Assist with training of new employees
  •  Ensures that all policies and procedures of all front desk agents are in place.
  •  Ensures that the lobby and front desk area is clean, organized, visually appealing, and well stocked with all necessary supplies.
  • Properly compiles, completes, and distributes reports to all management and relevant staff.
  • Reports and maintenance, security, or safety issues to the appropriate staff.

Qualifications:

  •  High school diploma or equivalent
  •  Previous hotel-related experience preferred.
  •  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.
  • Ability to address problems with staff in an effective manner and come up with a resolution.

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