Horseshoe Bay Resort Hunt Valley , MD 21031
JOB OVERVIEW: Provides guidance and leadership to Guest Service associates as the Front Desk Supervisor ensuring consistent quality customer service is delivered.
REPORTS TO: Front Office Manager
ESSENTIAL JOB FUNCTIONS:
Communicate effectively both verbally and in writing to provide clear
direction to staff. Assign and instruct guest service agents in details of work.
Observes performance and encourages improvement.
Greet guests immediately with a friendly and sincere welcome. Use a
positive and clear speaking voice, listen to and understand requests,
respond with appropriate actions and provide accurate information such as
outlet hours and local attractions.
Promptly complete the registration process by inputting and retrieving
information from a computer system, confirming pertinent information
including number of guests and room rate. Promote Crescent and brand specific
marketing programs. Make appropriate selection of rooms based on
guest needs. Code electronic keys. Non verbally confirm the room number
and rate. Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate
compromise, which may include authorizing revenue allowances. Requires
standing and continual mobility throughout front office area.
Verify and imprint credit cards for authorization using electronic acceptance
methods. Handle cash, make change and balance an assigned house bank.
Accept forms of payment. Post charges to guest rooms and house accounts using the computer.
Promptly answer the telephone using positive and clear voice. Input
messages into the computer. Retrieve messages and communicate the
Front Desk Supervisor content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
Remain calm and alert, especially during emergency situations and/or heavy
hotel activity, serving as a role model for clerks and other employees.
Resolve customer complications and complaints by conducting thorough
research of the situation and determining the most effective solutions. Make
decisions and take action based on previous experience and good judgment,
sometimes revising approach to accommodate unusual situation. Authorize
revenue allowances to remedy problems only after other alternative
solutions have been offered.
Communicate both verbally and in writing to provide clear direction to staff.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job related duties as assigned.
Ability to work AM, PM and overnight shifts, including weekends and holidays.
Ability to read, write and speak the English language fluently.
Prior knowledge of OPERA and MARSHA are strongly preferred
Prior Hotel experience a must.
Prior experience working the front desk in a supervisor role is a must
Advanced knowledge of Microsoft Office.
Stand, sit, or walk for an extended period of time or for an entire shift.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance.
Good telephone etiquette skills.
Self-starting personality with an even disposition.
Maintain a professional appearance and manner at all times.
Must be willing to "pitch-in" and help co- workers with their job duties and be a team player.
Basic mathematical skills and ability to make accurate mathematical calculations.
Ability to effectively deal with guest and employee concerns in a friendly and positive manner.
Ability to access and accurately input information using a moderately complex computer system.
Ability to drive hotel shuttle upon request.