Front Desk Supervisor

Determine work procedures, prepares work schedules, and expedites workflow of subordinates; assign duties and examines work for preciseness, neatness, and conformance to policies and procedures; study and standardize procedures to improve efficiency of subordinates.
- Adjust errors and responds to concerns.
- Keep records of room availability, rates, etc.
- Make, confirm and cancel reservations, usually over telephone, fax or other reservation system.
- On a daily basis, complete travel agent commissions, block rooms for V.I.P.’s, and “sets the house” (balances and assigns rooms).
- Track and bill “no-show” guests.
- Understand and enforce hotel and company credit policies.
- Utilize yield management polices to maximize revenue and occupancy and work closely with sales department to implement strategies to maximize room revenue.
- Other duties as assigned.
- Answer all phone calls promptly and in a courteous manner.
- Be knowledgeable of current rates, marketing specials, hotel operations and other information necessary to answer guest inquiries.
- Know the layout of the hotel including all room types, suites and meeting rooms.
- Have a complete working knowledge of the reservation functions in the hotel.
- Be aware at all times of the selling status of the hotel.
- Have a complete knowledge of our special rates and packages and know which benefits are included in each.
- Secure all required information from the guest when making a reservation.
- Understand and follow reservation policy pertaining to guarantees, cancellations and no-shows and communicate them clearly to each guest.
- Follow up on any guest requests to ensure satisfaction in a friendly and professional service style.
- Process all advance deposits on future reservations, and post each deposit to guest’s reservation.
- Balance shift audit and run necessary reports daily.
- Handle daily correspondence; respond to inquiries and make reservations as needed, maintain correspondence files, mail out brochures as requested.
- Be aware of, and adhere to the rules and regulation of the hotel and the Reservations department.
- Plan and participate in departmental meetings assisting in development of daily operations and the overall reservation department and related areas.
- Create and maintain positive relationships with all other departments and know how they relate to the reservations department.
- Be knowledgeable of spa including basic service treatments, rates and any other information necessary to answer guest inquiries.
- Assist with inputting weekend third party reservations such as internet and wholesale.
- Perform daily office duties and any other projects assigned by managers.

**Qualifications**:
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Behaviors
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Experience

Licenses & Certifications