Appendix B

Job Description

Front Desk Supervisor

Job Title: Front Desk Supervisor

Department: Guest Services

Reports To: Guest Service Manager

Summary

The Front Desk Supervisor primarily supports the Guest Services Manager by supervising, supporting and participating in the development of the Front Desk team. The purpose is to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction. The Front Desk Supervisor responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information/services. Providing technical and operational support to front desk and housekeeping staff when needed. The Front Desk Supervisor will act as a role model, sharing expertise and knowledge while continually inspiring our Guest Service Agents to go above and beyond for our guests.

Positioning Statement:
The Front Desk Supervisor professionally represents the hotel through the creation of a value based workplace environment where team mates and guests are treated in a fair, respectful and honorable manner.

Essential Day to Day Duties & Responsibilities:

• Be the warm welcome that kicks off a memorable guest experience.
• Takes responsibility in the absence of the Guest Services Manager.
• Supervises daily shift process ensuring all team members adhere to standard operating procedures.
• Resolves customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Participates in troubleshooting, with help of telephone / online technical support of all systems.
• Trains, resolves issues/problems, coaches and counsels the front desk team members to ensure a quality operation.
• Acknowledges Rewards Club members and returning guests in person or on the phone.
• Takes and manages guest bookings, up-selling opportunities and assisting guests in ways to improve their stay.
• Stays one step ahead of guest’s needs including and not limited to recording and acting on their preferences, handling their messages, requests, questions and concerns.
• Answers calls with a warm welcome and swiftly transfer them to the appropriate contact or assist them with their needs.
• Maintains a calm and welcoming demeanor while multitasking to handle guest interactions at the same time as in coming calls and daily tasks.
• Is quick to respond to on call requirements to support staffing gaps.
• Follows all company and brand standards to sell the property and services available including and not limited to using the top down approach to room reservation sales, up selling amenities when applicable, filtering sales leads to the sales department and promoting alternate department sales opportunities such as food and beverage.
• Stays safe all the time. Following our safety procedures, you will report all incidents and put safety first for yourself, your team mates and our guests.
• In consideration of safety follow all privacy protocols in regards to guest information and access to the guest and/or guest room.
• Takes pride in your appearance and positions as a hotel ambassador. Follows all department uniform and grooming requirements.
• Always knows what events and activities are on the day’s schedule in the hotel and neighbourhood.
• Jump into other ad-hoc duties when your colleagues need your assistance.
• Communicate effectively and efficiently with all departments in the hotel to work together to deliver the most memorable experience to the guest.
• Adheres to all brand and company standards, policies and procedures.
• Other duties as assigned by your direct report.

Contacts: (KEY individuals the Front Desk Supervisor regularly communicates with, frequency of contact and purpose of that contact)

Title Contact Frequency (e.g. 1x/wk) Purpose

General Manager Daily Daily pleasantries as well as when needed in the absence of the appropriate direct report interaction.

Direct Report Multiple times per day Discuss issues and find solutions, promote harmony, and team spirit.

Team Mates Multiple times per day To be visible and accessible to all team members.

Hotel Guests Often To connect with guests on a regular basis.

Knowledge/Skills/Abilities/:

• Enthusiastic, attentive and approachable.
• Acts with a sense of commitment and integrity, lives with honor, desires success, strives for excellence, and is not afraid of opportunities.
• Strong leadership and relationship building skills.
• Great sense of confidence and self worth.
• Effective communicator (written and oral).
• Focuses on solving conflict.
• Actively listens to others without interrupting or distractions.
• Treats others with respect and consideration regardless of their status or position.
• Accepts responsibilities for own actions.
• Prioritizes ad plan work activities. Uses time efficiently.
• Effective multi-tasker with the ability to continuously reprioritize daily activities.
• Sense of humor.
• Possesses proven technical knowledge of Microsoft Office and windows based programs with an open mind and desire to become an expert at any hotel specific computer program required.
• Maintains a workplace environment that understands and respects policies and procedures.
• Represents the hotel and the brand in a professional manner at all times.
• Actively participates in local community events.
• Desires ongoing professional development.

Certifications Required:

• Brand and company required training as outlined during on boarding and as identified throughout your employment.