Job description

QUALITY INN OF RALEIGH

Hotel Front Desk Supervisor

Position Title: Front Desk Supervisor

Reports to: Hotel Manager/Assistant Hotel Manager

Position 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. 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. Cover 5 front desk day shifts per week.

DUTIES AND RESPONSIBILITIES:

1. Maintains a friendly, professional, cheerful and courteous demeanor at all times.

2. Supervises daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guest needs and service.

3. Trains and directs the work flow and processes of the front desk. Resolves issues/problems and coaches and counsels the front desk team members to ensure a quality operation.

4. Resolves customer issues, complaints and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service. Respond to online surveys and comments in timely manner.

5. Builds strong relationships and coordinates with all other department's especially housekeeping, maintenance etc.

6. Performs other duties as assigned, requested or deemed necessary by management.

7. Assists all departments in servicing the guests especially during high volume periods.

8. Takes responsibility in the absence of the Hotel Manager.

9. Prepare hotel front desk schedules.

10. Be available to cover front desk as and when needed to ensure that it is manned 24/7/365.

11. Flexible availability to work irregular hours, weekends, evenings and overnight reliefs.

12. Work 5 front desk day shifts per week.

Job Type: Full-time

Schedule:

• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Night shift
• On call
• Weekend availability

Experience:

• Hotel Front Desk: 1 year (Required)

Work Location: In person

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