Front Desk Supervisor
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Job Description Supervise the daily operations of the Front Desk under the direction of the Front Desk Manager. Ensure that front desk team meets hotel standards for maximum guest satisfaction. Act as the main contact for guests and other hotel departments while on shift in absence of Front Desk Manager. -Observe front desk agents and ensure that their duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, calls are handled both courteously and professionally, calls are answered on a timely basis and the proper greetings are used, messages and faxes are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through. - Supervise and help train front desk talent. Assist in new-hire and on-going training. Supervise and assist front desk talent in organizing breaks, ensuring that all work is completed efficiently and according to schedule. -Arrive at workplace on time in full uniform prepared with tools and all equipment needed for service. 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 on a daily basis. Relay all pertinent information to front desk agents, the following shift supervisor, and the Hotel Manager. -Ensure all necessary reports and forms are completed daily. Due to the cyclical nature of the hospitality industry, talent may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.