East Austin Front Desk Supervisor

JOB SUMMARY:

In this role you will assist the Director of Front Office in supervising the front desk team; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, property management systems, safety and emergency procedures, etc.  Monitor performance and recommend corrective or disciplinary action. Alert management of potentially serious issues.  Complete opening and closing shift duties and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up. Directs and works with front desk agents to carry out procedures ensuring an efficient check in and check out process. Ensure efficient and smooth operations for producing excellent feedback, guest satisfaction and maximizes the financial performance of the department.  Responds in a professional and courteous manner to guests by providing accurate and timely information and services.  Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc. 

DUTIES AND RESPONSIBILITIES:

• Participates in the hiring process and trains all Front Desk/Night Audit agents.
• Oversees the day to day operations of the Front Desk to include reviewing cashier reports, occupancy/demand levels, cover desk when agents need to take their break, support agents with ongoing training.
• Ensures outstanding customer care at all times.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. 
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Supervises daily shift process ensuring all team members adhere to standard operating procedures.
• 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.
• Adheres to all La Corsha and East Austin Hotel policies.
• Allocates rooms to expected arrivals after checking the guest’s preferences and special requests.
• Builds strong relationships and liaise with all other departments.
• Cross checks all folio billing instructions are correctly updated, as needed. 
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Supervises the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Performs other duties as assigned, requested or deemed necessary by management.
• Ensure Front desk log book is always updated and actioned upon.
• Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.