FRONT DESK SUPERVISOR

JOB SUMMARY

Primarily supervises front desk team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction. Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Provides technical support to front desk and housekeeping staff when needed. Is responsible for ensuring hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements. Monitors Night Audit function to ensure hotel ledgers are balanced. In addition, the front desk supervisor will ensure that all guests are satisfied when complaints arise. Guest Service is the number one focus in this role. Oversees and supervises the reservation staff.

QUALIFICATIONS

• Ensures Outstanding customer care at all times. Maintains a friendly, professional, cheerful, and courteous demeanor at all times.
• Accurately answers inquiries from potential guests and accepts hotel reservations. Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency.
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion.
• 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 and are friendly and attentive to guest needs and service.
• Trains and directs the workflow and processes of the front desk. Resolves issues/problems and coaches and counsels the front desk team members to ensure a quality operation.
• Resolves customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Adheres to company credit limit policies.
• Allocates rooms to expected arrivals after checking the guests’ preferences and special requests.
• Builds strong relationships and coordinates with all other department's especially housekeeping, reservations etc.
• Ensures phone calls, wake up calls and messages for guests are handled in a prompt, efficient and professional manner.
• Cross checks all billing instructions are correctly updated.
• Handles bus group arrivals and corporate market segment groups and pre-registers each guest and ensures payment is made in full for the group or that billing is correct.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel policies and procedures.
• Participates in setting yield management strategies, marketing programs and rates
• Performs other duties as assigned, requested, or deemed necessary by management.
• Ensures Front desk logbook and hotel log book is always updated and acted upon.
• Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.
• Participates in hotel committees and task force assignments.
• Assists all departments in servicing the guests especially during high volume periods.
• Takes responsibility in the absence of the Hotel Manager and Assistant Hotel Manager.
• Produces hotel front desk schedules
• Participates in the budget and forecast reporting
• Ensures time and attendance policies and payroll are accurately reflected.
• Attends meetings as required.
• Ensures front desk supplies are stocked and computer equipment functioning properly.
• Oversees the business center and ensures the area is always clean and guest ready.

REQUIREMENTS

• Associate’s Degree required; Bachelor’s Degree strongly preferred, Minimum of 5 years related experience in the hotel/hospitality industry with knowledge of hospitality principles and practices; or equivalent combination of education and experience
• Proficiency using MS Office and relative software systems
• Must be trustworthy, punctual, have a positive attitude with attention to detail, and be committed to high quality customer service
• Must be a solutions-oriented self-starter with a motivating personality, proactive and comfortable in a fast-paced, entrepreneurial, deadline-driven environment
• Must be organized and comfortable with a wide range of responsibilities with a strong ability to prioritize, multi-task, and work independently, as well as within a team environment
• Ability to professionally diffuse and resolve conflict with a positive, customer service-oriented approach
• Physical: Requires standing for long periods of time and on occasion may be asked to lift and carry up to 40 pounds while performing the duties of this job, it may be also required to stoop, kneel, crouch, or crawl.

ABOUT THE CARROLL COMPANIES

For over 30 years, The Carroll Companies have been committed to achieving business success by providing innovative, cost-effective real estate developments and services.

Headquartered in Greensboro, NC, The Carroll Companies features a collection of enterprises specializing in diverse aspects of land development construction, ownership, management, and publication. As The Carroll Companies continue to evolve nationally and internationally, we are best known for our luxury multifamily developments, visionary mixed-use lifestyle centers, and superior storage solutions.

WHY WORK FOR CARROLL HOSPITALITY?

• Sole owner-owned and operated for over 20 years
• Thriving culture that promotes safety first for all of our employees
• Company uniforms provided to employees if needed
• Paid training & certifications offered, as appropriate
• Comprehensive medical, dental and vision benefits in addition to 401K, 401K match, Short Term Disability, Long Term Disability & Life Insurance for eligible employees
• Medical Advocacy Program available to all employees