Front Desk Supervisor ("Supervisor/a de Recepcion")

POSITION PURPOSE

Assist the Front Office Manager in the daily operations of the Front Desk Department and Guest Service areas. Ensure that the front desk operation meets hotel standards for maximum guest satisfaction.

ESSENTIAL RESPONSIBILITIES

• Ensure efficient guest registration, check out and telephone service.
• Observe front desk agents and ensure that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification and credit are established and all posting, cash transactions, account settlements and deposits are handled correctly.
• Maximizes hotel revenues through up-sell program, 95% occupancy strategies parking revenues by ensuring proper ticket accountability and cash handling procedures.
• Ensure guest complaints and requests are handled in a courteous and professional manner and ensure follow through.
• Monitor and respond to Guest Satisfaction Surveys and guest other comments (via third party sites, comments card etc.).
• Direct and train Front Office staff. Assist in new-hire and on-going training.
• Direct and assist front desk staff and telecommunications in organizing breaks, ensuring that all work is completed efficiently and according to schedule.
• Participate in the hiring process of new staff members. Assist with the preparation of Staff Member Transaction Forms, performance appraisals, and any Staff Service forms as appropriate.
• Review current days expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment. Review the daily room availability and inform staff. Check status of departures daily.
• Relay all pertinent information to front desk agents, telecommunications, the following shift supervisor, and the Front Desk Manager.
• Ensure proper staffing levels based on hotel demand and all necessary reports and forms are completed daily.
• Be familiar with all company policies and benefits.
• All other duties assigned by manager or supervisor.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:

• Assist with any guest inquiry.
• Follow all company and safety and security policies and procedures.
• Report maintenance problems, safety hazards, accidents, or injuries.
• Perform other reasonable job duties as requested by direct and indirect supervisors.

PHYSICAL DEMANDS

• Environmental conditions are inside, a job is considered inside if staff spends approximately 75 percent or more of the time inside. Temperature is moderate and controlled by hotel environmental systems.
• Must be able to stand and exert well-paced mobility for up to four (4) hours in length.
• Must be able to exert well-paced ability to maneuver between functions occurring simultaneously.
• Must be able to exert well-paced ability in limited space and to reach other departments of the hotel on a timely basis.
• Must be able to lift up to 45 lbs. as needed.
• Must be able to push and pull carts and equipment weighing up to 250