Position Title: Manager on Duty
Main functions:
The hotel property Front Desk Supervisor is directly responsible for the overall operation front desk of the hotel. Areas of responsibility include: staff training, inter-department communications, staff scheduling, guest satisfaction, and staff satisfaction. The Front Desk Supervisor will be an example to other front desk employees. They will demonstrate leadership abilities, organizational skills, strong communication skills both written and verbal, problem solving skills, and interpersonal skills.
Reports to: Hotel General Manager
Duties:
- Report to work on time in a clean and proper uniform.
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- Duty hours will require weekends and holidays.
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- Monitor performance and training of front desk employees.
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- Coach/train employees on their role in the sales process.
- Coordinate front office duties.
- Identify staff actions and evaluate whether it meets hotel standards.
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- Work a regularly scheduled front desk shift and must be available to work any shift as needed.
- Ensure smooth check-in and check-out of all guests.
- Answer phones with proper greeting/etiquette in a timely manner.
- Keep front office area clean, organized, and stocked.
- Pay attention to the details, setting the example for staff to deliver a standard of service and presentation that meets guests’ needs and expectations.
- Audit front desk work for accuracy and consistency.
- Ensure proper delivery of guests’ special requests.
- Confer and cooperate with department managers to coordinate hotel activities.
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- Maintain good communication with other departments and ensure that other front desk staff members are doing the same.
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- Review and approve transmittals and other front office paperwork and reports.
- Resolve customer requests or complaints to the best of their ability. When the problem cannot be resolved at their level, they will immediately forward to the General Manager for resolution.
- Assist General Manager with payroll by submitting it to the payroll company, General Manager, Accounting Department, and Operations Manager.
- Keep General Manager informed of property status (positive and negative) in a timely manner.
- Continuously train and be involved in Revenue Management and share each week’s RM Game Plan with all staff in order to share consistent vision.
- Perform other duties as assigned/tasked by General Manager or ownership.