Overview:
The Front Desk Agent Supervisor is responsible for providing attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout while maximizing room revenue and occupancy.
Responsibilities:
- Greet and welcome all guests approaching the Front Desk in accordance with Sonesta's Red Lion brand standards.
- Maintain proper operations and ensure that all hotel standards are met.
- Answer guest inquiries about hotel services, facilities, and hours of operation in a timely manner.
- Review Front Office log and Trace File daily.
- Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
- Follow all cash handling and credit policies.
- Be aware of all rates, packages, and special promotions as listed in the Red Book.
- Be familiar with all in-house groups.
- Be aware of closed-out and restricted dates.
- Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
- Be familiar with hospitality terminology.
- Have knowledge of emergency procedures and assist as needed.
- Handle check-ins and checkouts in a friendly, efficient, and courteous manner. Use proper two-way radio etiquette at all times when communicating with other employees.
- Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
- Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
- Be able to complete a bucket check, room rate verification report, and housekeeping report.
- Balance and prepare individual paperwork for closing of shift according to hotel standards.
- Maintain and market promotions and guest programs.
- Maintain a clean work area.
Competencies
- Problem Solving/Analysis.
- Teamwork Orientation.
- Communication Proficiency
- Performance Management.
- Technical Capacity.
Qualifications and Requirements:
- Experience in a hotel or a related field required.
- 2+ years of previous hotel front desk experience preferred.
- High School diploma or equivalent required.
- Computer experience required.
- Customer Services experience preferred.
- Flexible and long hours are sometimes required.
- Light work - lifting up to 20 pounds of force occasionally and/or up-to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Ability to stand during the entire shift.
- Maintain a warm and friendly demeanor at all times. Supervise all team members in their respective roles at the Front Office.
- Must be able to effectively communicate both verbally and written with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
- Must be able to multitask and prioritize departmental functions to meet deadlines.
- Attend all hotel-required meetings and trainings.
- Maintain regular attendance in compliance with Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
- Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and name tag.
- Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
- Must be able to understand and apply complex information, data, etc., from various sources to meet appropriate objectives.
- Perform other duties as requested by management.
Job Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Paid Time Off (Vacation & Sick)
Contacts
Additional Information
All your information will be kept confidential according to EEO guidelines.
An Equal Opportunity Employer
Equal access to programs, services, and employment is available to all persons.
Job Type: Full-time
Pay: $19.00 per hour
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Health savings account
- Paid time off
- Vision insurance
Experience:
- Supervisor: 1 year (Preferred)
Work Location: In person
