Front Desk Supervisor
Raines Co., Waco, TX, United States
Position Summary
The Front Desk Supervisor assists and guides the front office staff through their daily duties and responsibilities.
Essential Job Functions
Ensures Outstanding customer care at all times
Maintains a friendly, professional, cheerful, and courteous demeanor at all times
Accurately answers inquiries from potential guests and accepts hotel reservations
Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency
Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion
Uses suggestive selling techniques to sell room nights, increase occupancy and revenue
Supervises daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guest needs and service
Trains and directs the workflow and processes of the front desk. Resolves issues/problems and coaches and counsels the front desk team members to ensure a quality operation
Resolves customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
Adheres to company credit limit policies
Allocates rooms to expected arrivals after checking the guests preferences and special requests
Builds strong relationships and coordinates with all other departments (housekeeping, maintenance, etc.)
Ensures phone calls, wake up calls and messages for guests are handled in a prompt, efficient and professional manner
Cross checks all billing instructions to ensure they are correctly updated
Handles group arrivals and market segment groups and pre-registers each guest and ensures payment is made in full for the group or that billing is correct
Controls cash transactions at the front desk and maintains complete responsibility for personal bank
Participates in setting yield management strategies, marketing programs and rates
Performs other duties as assigned, requested or deemed necessary by management
Ensures Front desk log (book or system) is always updated and acted upon
Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD
Assists all departments in servicing the guests especially during high volume periods
Takes responsibility in the absence of the Front Office Manager/Assistant General Manager
Produces hotel front desk schedules
Participates in the budget and forecast reporting
Ensures time and attendance policies and payroll are accurately reflected
Attends meetings as required
Ensures front desk supplies are stocked and computer equipment functioning properly
Experience and Education
Front Desk Agent, customer service representative, or similar guest-facing experience
Prior supervisory experience in the hospitality industry preferred
Experience with brand or property specific PMS
M3, Efficenter, Quore, PBX and other hotel related systems
Proficient in Microsoft 365 or similar computer applications
Minimum High school diploma, GED or equivalent
Benefits
We offer comprehensive Medical/Dental/Vision benefits, 401K, a generous PTO program, and the opportunity to join a winning culture recognized for rewarding our best with opportunities to advance their career within the company.
Pre‑employment background check required.
Equal Opportunity Employment
Raines is proud to be an Equal Opportunity Employer.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, genetic information or any other protected characteristic as outlined by federal, state, or local laws.
EEO/D/V
EEO/D/V
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The Front Desk Supervisor assists and guides the front office staff through their daily duties and responsibilities.
Essential Job Functions
Ensures Outstanding customer care at all times
Maintains a friendly, professional, cheerful, and courteous demeanor at all times
Accurately answers inquiries from potential guests and accepts hotel reservations
Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency
Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion
Uses suggestive selling techniques to sell room nights, increase occupancy and revenue
Supervises daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guest needs and service
Trains and directs the workflow and processes of the front desk. Resolves issues/problems and coaches and counsels the front desk team members to ensure a quality operation
Resolves customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
Adheres to company credit limit policies
Allocates rooms to expected arrivals after checking the guests preferences and special requests
Builds strong relationships and coordinates with all other departments (housekeeping, maintenance, etc.)
Ensures phone calls, wake up calls and messages for guests are handled in a prompt, efficient and professional manner
Cross checks all billing instructions to ensure they are correctly updated
Handles group arrivals and market segment groups and pre-registers each guest and ensures payment is made in full for the group or that billing is correct
Controls cash transactions at the front desk and maintains complete responsibility for personal bank
Participates in setting yield management strategies, marketing programs and rates
Performs other duties as assigned, requested or deemed necessary by management
Ensures Front desk log (book or system) is always updated and acted upon
Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD
Assists all departments in servicing the guests especially during high volume periods
Takes responsibility in the absence of the Front Office Manager/Assistant General Manager
Produces hotel front desk schedules
Participates in the budget and forecast reporting
Ensures time and attendance policies and payroll are accurately reflected
Attends meetings as required
Ensures front desk supplies are stocked and computer equipment functioning properly
Experience and Education
Front Desk Agent, customer service representative, or similar guest-facing experience
Prior supervisory experience in the hospitality industry preferred
Experience with brand or property specific PMS
M3, Efficenter, Quore, PBX and other hotel related systems
Proficient in Microsoft 365 or similar computer applications
Minimum High school diploma, GED or equivalent
Benefits
We offer comprehensive Medical/Dental/Vision benefits, 401K, a generous PTO program, and the opportunity to join a winning culture recognized for rewarding our best with opportunities to advance their career within the company.
Pre‑employment background check required.
Equal Opportunity Employment
Raines is proud to be an Equal Opportunity Employer.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, genetic information or any other protected characteristic as outlined by federal, state, or local laws.
EEO/D/V
EEO/D/V
#J-18808-Ljbffr