Hotel Front Desk Supervisor

Southern Management (MD & VA)
College Park, MD
Jul 14, 2017
Aug 07, 2017
Full Time
Job Description The Hotel at the University of Maryland will open in August! This position's start date will be in June. Duties and Responsibilities-Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all standards are being applied-Monitor and maintain the front office systems and equipment to ensure their optimum performance-Track guest satisfaction surveys and maximize usage of the guest response tracking system.-Ensure compliance of front office, guest service, and PBX standard operating procedures and policies.-Ensure all Front Office Quality Standards are complied with and are consistently applied-Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction-Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations-Inspect rooms for quality control purposes-Resolve guest complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of guest satisfaction and quality-Assists in the managing of the reservation function, to maximize room occupancy and average daily rate through knowledge of various hotel and marketing systems.-Ensures monitors and reports variances against budget and related expenses.-Ensures and maintains procedures for security of monies, guest security and emergency procedures.-Ensures and maintains procedures for hotel accounting, credit control and handling of financial transactions.-Oversee (all) day to day operations for all departments-Assist with EEO compliance/reporting-Interview, train, counsel, schedule, and supervise staff-Acknowledge all guests and respond promptly to their needs, however busy and whatever time of day.-Ensure unresolved incidents are reported to Manager/Supervisor-Familiarity with all hotel services/features and local attractions/activities to respond to guest inquiries accurately-Contribute to the team's success by accomplishing tasks and assisting with projects as needed-Maintain knowledge and compliance with departmental policies, service procedures, and standards-Availability during peak operating times, ie: Weekends, Holidays and Special Events-Work as a team member to ensure our guests have the best possible experience-Understand company's emergency procedures and be able to apply them when necessary-Report any incidents, property damage or injuries immediately to Manager/Supervisor-Attend department meetings and training sessions as necessary-Support Southern Management's Mission, Vision, and Values-Comply with all Southern Management's policies and procedures-Perform various other duties as assigned by Manager and/or Supervisor Manager Specific-Effectively manage staff through respectful communication, clear expectations, relevant training, productive coaching, holding regular team meetings, and appropriate performance management-Lead by example, be a positive example for team in action and attitude-Delegate work as appropriate, stating clearly objectives and time-line requirements -Monitor and evaluate employees' successful completion of work-Encourage effective teamwork-Responsible management of department budget-Work collaboratively with others to analyze and improve work processes-Positive interaction with all levels of management and vendors-Develop and adhere to annual action plan/ capital project list-Have a disaster recovery system in place and in use Skills Required-Maintain complete knowledge of and comply with all departmental policies/service procedures/standards-Advanced knowledge of reward program-Able to handle cash and credit transactions-Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning-Strong Front Desk skills and the proven ability and desire to succeed.-Excellent written and verbal communication skills-Compute basic arithmetic and mathematical calculations-Organized and detail oriented-Excellent time management skills-Excellent interpersonal skills-Sound leadership and managerial skills-Ability to work effectively in stressful, high-pressure situations while maintaining composure and guest satisfaction-Technical knowledgeable and competency in necessary systems and software: - [Outlook, Word, Excel, accounting software, Roommaster, Seriousware, Visual One, Delphi, Meeting Matrix, etc] Key Performance IndicatorsExhibits the following performance expectations:o Teamworko Dependabilityo Communicationo Understands Role, Responsibilities and Job Skillso Time Management and Planningo Quality of Worko Safety-Adhere to response time policy -Adhere to schedule/work hours-Cooperate professionally with other departments to accomplish the goals of the department-Resolve concerns in a timely, courteous, professional manner. Communicate solutions to involved parties and follow up [as appropriate, within 24 or 48 hours]-Work is completed in a timely, professional manner, based on expectations and deadlines Manager Specific-Performance Appraisals, including Development Plans, for all team members are completed by due date-Hold [periodic, monthly, weekly, daily] department meetings based on property policy-Maintain controlled expenses to budget-The hotel continuously has high guest satisfaction surveys of 93% or higher-High associate survey scores.-Low cash variance-Reports and end of day duties are well performed and closed daily-Successfully pass all audits. Position type: Regular Full Time Pay Rate: $17/hour The Benefit of Benefits: Hourly rate is only part of the employment equation. Benefits add significant dollars to your total compensation package and greatly improve your quality of life. Southern offers one of the best benefits packages in the industry. Southern provides: Health and Dental Insurance for you, your spouse and/or immediate family at a remarkably low cost Dollars back on eye exams, lenses and frames Group Term Life and AD&D Insurances A Pension Retirement Plan Leave: paid holidays, paid time off, pay for bereavement/funereal leave and jury duty Short Term Disability Insurance Continuing Education Rental Discounts at our apartment-home communities Uniforms and weekly cleaning services for service team members At reduced rate additional cost, you can customize your package to include: Long Term Care, AFLAC, MET Life Home/Auto, Section 125, 401K Plan, 401K Roth Benefit eligibility is dependent on Team Member Status and benefits differ depending on whether your status is full-time (40 hrs/week), modified full-time (30-39 hrs/week), or part-time (1-29 hrs/week). All benefits are subject to cancellation and/or change at any time.