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.
• Assists all departments in servicing the guests during high volume periods.
• Takes responsibility in the absence of the Director of Front Office

• Individual must be able to improve the effectiveness and productivity of the team by providing clear direction and creating a positive work environment that energizes and engages the team members
• Models desired behaviors and leadership styles that are needed to achieve the vision for today and in the future
• Maintains constant communication with department director to address any concerns
• Responsible for thorough knowledge of RoomKey PMS and assist with any reservations
• Adheres to all accounting and cash handling procedures
• Manages all guest requests and delegates tasks accordingly with other departments
• Portrays leadership and provides guidance to the front desk team
• Handles guest and team member complaints

• Anticipates sold-out situations and obtains satisfactory alternative accommodations when the property cannot accommodate guests with reservations.
• Coordinates with Housekeeping to track readiness of rooms for check-in.
• Ensures uniforms and personal appearances are clean and professional for all team members, including self.
• Maintains confidentiality of proprietary information.

• Ensures registration cards are completed during daily bucket check.
• Maintains the hotel’s retail gift shop inventory and pars.

KNOWLEDGE, SKILLS & ABILITIES

• Must be able to convey information and ideas clearly
• Must be able to evaluate and choose alternate courses of action quickly and accurately
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary
• Must have the ability to gather information from all sources available and know how to use this information to best resolve a problem or need
• Must be effective in listening to and understanding the concerns and issues raised by other employees or customers
• Must be able to prioritize and delegate work as needed
• Must communicate effectively with all levels of management
• Maintain high standards of personal appearance and grooming
• Maintain regular attendance
• Ability to exercise considerable judgment and discretion when dealing with matters of significance for the company
• Ability to establish and maintain effective working relationships with employees, customers and patrons
• Must be flexible to provide assistance to management team in a 24/7 operating environment 
• Must have reliable transportation

QUALIFICATIONS:

• Minimum of high school diploma / equivalency or at least two years of progressive experience in a customer service, hospitality or a related field required
• Must possess English Language Skills sufficient to fully comprehend job assignments, including the ability to read, write and communicate in fluent English
• Requires a minimum of two years of experience in Recruiting, Onboarding and Office Administration 

PHYSICAL REQUIREMENTS:

• Working extended hours may be required as needed
• Regularly required to stand, walk, sit, use repetitive wrist and finger movement, handle or feel objects, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch or crawl
• Work on a computer for extended periods of time, approximately 8+ hours per day
• Lifting (rarely) 20 – 25 lbs.

I have read and understand the job description as stated above and accept that any of the tasks may be modified or changed.  I accept responsibility for knowing the modifications and/or changes in this job description.  I can perform the essential functions of this job as listed above, with or without reasonable accommodation. . I have entered into my employment relationship with Hospitality Parking voluntarily and acknowledge that there is no specified length of employment. Accordingly, either I or HP can terminate the relationship at will, with or without cause, at any time, so long as there is no violation of applicable federal or state law.