Supervisor Front Desk
On-siteRaleigh, North Carolina, United States
Job Summary
Supervise front desk operations to ensure optimal service and hospitality for guests while training, directing, and coaching team members. Resolve customer issues and complaints efficiently, manage check-in and departure procedures, and handle reservations using suggestive selling techniques. Calculate and post monies, receipts, and guest accounts accurately, control cash transactions, and operate PBX equipment including wake-up calls and paging. Maintain friendly, courteous interactions with arriving, departing, and in-house guests while answering inquiries regarding reservations and hotel information. Perform other duties as assigned by management.
Required Qualifications
- High school education or equivalent experience
- 1 or more full years employment experience in a related position with this company or other organization(s)
- Understanding of all hotel front office procedures
- High school graduate level mathematical aptitude and knowledge of standard cash handling procedures and computerized cash register systems
- Past experience in dealing directly with the public and acquired general knowledge of basic customer service skills
- Knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines
- Supervision/management skills
- Ability to communicate information and hotel services to management and guests
- Ability to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing
- Ability to communicate in person and on telephone frequently
- Ability to read written communiqués, analyzing reports and seeing monochrome computer screen
- Excellent speech communication skills
- Excellent literacy
- Continuous standing 90% of time
- Lifting up to 50 lbs. guest luggage; limited
- Pushing up to 50 lbs. bell cart; limited
- Pulling up to 50 lbs. bell cart; limited
- Carrying up to 25 lbs. guest luggage; limited
- Continuous standing -80% of shift
Desired Qualifications
- Second language
- Experience with Opera Cloud PMS is a plus
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