Front Desk Supervisor - ZYUMB
IHG, Fort Drum, NY, United States
Job Description
Assist in supervising the front desk function; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, property management and reservations systems, safety, and emergency procedures, etc.
Provide timely and professional check-in/check-out services in accordance with established scripting and standards.
Monitor performance and recommend corrective or disciplinary action. Alert management of potentially serious issues.
Up-selling rooms where possible to maximize hotel revenue.
Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier or other reports, preparing deposit, and counting/securing assigned bank.
Routinely check in/check-out guests, answer phones, take reservations and assist staff with job functions. May be responsible for issuing safe-deposit boxes to guest and ensuring the security of keys.
Promote hotel services, facilities, and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction.
Complete opening and closing shift duties and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
Respond appropriately to guest complaints. Make appropriate service recovery gestures in accordance with established guidelines.
Promote teamwork and quality service through daily communication and coordination with other departments.
Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.
High School diploma or equivalent, plus one-year front office/guest relations experience including some supervisory training/experience. Some college preferred. Must speak fluent English. Other languages preferred.
In the hotel industry we cater for our guest needs 24 hours a day, 7 days a week. Even though a shift will be assigned, on occasions we may require working varying shifts across a 7-day period, including weekends, evenings, and public holidays.
Frequently standing up behind the desk and front office areas
Carrying or lifting items weighing up to 50 pounds
Handling objects, products, and computer equipment
Use a keyboard to operate various property management and reservations systems, etc.
Communication skills are utilized a significant amount of time when interacting with guests and employees.
Reading and writing abilities are utilized often.
Basic math skills are used frequently.
Problem solving, reasoning, motivating, and training abilities are often used.
May be required to work nights, weekends, and/or holidays.
The hourly pay range for this role is $21.00 to $22.50. We offer a comprehensive package of benefits including paid time off, medical/dental/vision, insurance, 401k, and many other benefits to eligible employees.
Assist in supervising the front desk function; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, property management and reservations systems, safety, and emergency procedures, etc.
Provide timely and professional check-in/check-out services in accordance with established scripting and standards.
Monitor performance and recommend corrective or disciplinary action. Alert management of potentially serious issues.
Up-selling rooms where possible to maximize hotel revenue.
Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier or other reports, preparing deposit, and counting/securing assigned bank.
Routinely check in/check-out guests, answer phones, take reservations and assist staff with job functions. May be responsible for issuing safe-deposit boxes to guest and ensuring the security of keys.
Promote hotel services, facilities, and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction.
Complete opening and closing shift duties and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
Respond appropriately to guest complaints. Make appropriate service recovery gestures in accordance with established guidelines.
Promote teamwork and quality service through daily communication and coordination with other departments.
Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.
High School diploma or equivalent, plus one-year front office/guest relations experience including some supervisory training/experience. Some college preferred. Must speak fluent English. Other languages preferred.
In the hotel industry we cater for our guest needs 24 hours a day, 7 days a week. Even though a shift will be assigned, on occasions we may require working varying shifts across a 7-day period, including weekends, evenings, and public holidays.
Frequently standing up behind the desk and front office areas
Carrying or lifting items weighing up to 50 pounds
Handling objects, products, and computer equipment
Use a keyboard to operate various property management and reservations systems, etc.
Communication skills are utilized a significant amount of time when interacting with guests and employees.
Reading and writing abilities are utilized often.
Basic math skills are used frequently.
Problem solving, reasoning, motivating, and training abilities are often used.
May be required to work nights, weekends, and/or holidays.
The hourly pay range for this role is $21.00 to $22.50. We offer a comprehensive package of benefits including paid time off, medical/dental/vision, insurance, 401k, and many other benefits to eligible employees.