Job Description

Reports To:

Front Office Manager / Rooms Division Manager

Purpose for the Position:

A Front Desk Supervisor is responsible for supervising the activities of the Front Desk staff during assigned shifts and assisting in the operations required for the department to run efficiently. This role includes performing a variety of tasks in a pleasant, professional and efficient manner and consists of a combination of duties related to Front Desk operations, both guest-facing and behind the scenes. Together, with all departments within the hotel, you will work to ensure the smooth operation and continuity of guest services, maintaining the highest levels of hospitality and professionalism.

At the Holiday Inn City Centre, we want people who are friendly, welcoming and full of life; people who are always finding ways to make every guest's experience an enjoyable one.

Key Responsibilities:

Guest Services:

+ Assist with guest check-ins and check-outs, ensuring a seamless and efficient process.
+ Handle guest inquiries, complaints, and requests in a professional and timely manner.
+ Provide information about hotel amenities, services, and local attractions.
+ Ensure a high level of guest satisfaction and resolve issues to maintain positive guest relations.
+ Answer inquiries pertaining to hotel services, amenities, local attractions, dining, entertainment, and be able to provide travel directions.
+ Make, confirm, and cancel reservations while being proficient with card readers using manual input.
+ Encourage guests to sign up for loyalty program and meet standards set by IHG in regard to enrollments and loyalty recognition.

Operational Duties:

+ Sort and distribute incoming mail and messages.
+ Assign duties and examine work for exactness, neatness, and conformance to policies and procedures.
+ Study and standardize procedures to improve efficiency of staff members.
+ Provide constructive feedback to team members and provide coaching where necessary, ensuring staff maintain high levels of professionalism at all times.
+ Handle guest complaints in a professional manner and offer viable solutions for all parties.
+ Perform routine front desk duties, including answering phone calls, managing reservations, and updating guest information.
+ Be able to count money accurately and record cash till counts multiple times during each shift. This includes assisting the restaurant and lounge with tip payouts.
+ Coordinate with housekeeping and maintenance staff to address guest needs and report any issues.
+ Exhibit exceptional problem-solving skills when handling escalated guest issues, complaints, troubleshooting and resolving operational problems.

Administrative Responsibilities:

+ Ensure rooms are consistently balanced and room types assigned as necessary.
+ Update and maintain accurate records and files.
+ Assist in preparing for the day's arrivals and departures.
+ Ensure compliance with hotel policies, procedures, and standards.

Qualifications:

High school diploma or equivalent; associate or bachelor's degree in hospitality management or accounting is a plus. Previous experience in front desk operations, accounting, or a related field is preferred. Proficiency in hotel management software (Opera). Not a requirement*
Strong numerical and analytical skills with attention to detail. Excellent communication and customer service skills. Ability to work independently at times, as a team at times, and handle multiple tasks simultaneously. Strong problem-solving skills and ability to remain calm under pressure. Flexibility to work mornings, evenings, weekends, and holidays.

Physical Requirements:

Ability to stand for extended periods. Ability to lift up to 25 pounds occasionally. Manual dexterity for operating office equipment and handling cash.

Performance Standards:

Accuracy and timeliness in assisting with guests. High levels of guest satisfaction and positive feedback. Adherence to hotel policies and procedures. Effective collaboration with other hotel departments.

The Front Desk Supervisor plays a crucial role in the successful operation of the hotel, ensuring guest satisfaction and team collaboration that elevates our level of hospitality.