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Job Title:   Front Desk Supervisor
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Luxor
125091
Hotel Front Desk/Concierge/VIP
Hotel Operations
Management
Full-Time
21 and over
08
 

JOB DESCRIPTION:
  • Supervises assigned operational functions within the department consistent with the strategic plan, the fiscal budget, and the company’s short term and long-term profitability objectives.
  • Supervises the delivery and measurement of guest service consistent with the company’s core service standards and brand attributes.
  • Supervises assigned staff to include: hiring recommendations that encompass the company’s diversity commitment; training; coaching; performance feedback, recommending and administering discipline, and scheduling. 
  • Creates a work environment that promotes teamwork, recognition, mutual respect and employee satisfaction.
  • Provides ideas and suggestions for new products, services, technology and processes to ensure the company competitive position and in anticipation of changing customer needs within the dynamic hospitality and gaming environment.
  • Adheres to the company’s status quo third party representation philosophy, complies with company policies, legal requirements and collective bargaining agreements.
  • Performs all front office duties when necessary. 
  • Prepares front office activity reports for Executive Management review.
  • Schedules employees based on guest volume, demand patterns and scheduled group travel arrangements. . 
  • Participates in formulating company selling strategies and rate structures. 
  • Performs quality control audits and ensures hotel credit policies are enforced.
  • Provides ideas and suggestions for new products, services, technology and processes to ensure company’s competitive position and in anticipation of changing customer needs within the dynamic hospitality and gaming environment.
  • Supervises the delivery and measurement of guest service consistent with the company’s core service standards and brand attributes.
  • Develops, implements, and maintains an effective guest relations program to include guest complaint resolution procedures. 
  • Reads and analyzes budget worksheets, operating statements and other financial statements. 
  • Meets budget commitments for Front Desk in areas of sales, average room rate, occupancy, labor hours and wages.
  • Supervises assigned staff to include: hiring recommendations that encompass the company’s diversity commitment; training; coaching; performance feedback, recommending and administering discipline, and scheduling.
  • Provides regular feedback to Guest Service Representatives on specific job responsibilities and guest service. 
  • Conducts formal performance evaluation appraisals as required.
  • Interviews, screens and selects the most qualified applicants to fill Front Desk vacant positions. 
  • Orients and trains new employees.
  • Performs other job related duties as assigned.

JOB REQUIREMENTS:

Required:

  • At least 1 year of previous hospitality industry experience.
  • Excellent customer service skills.
  • Able to lead and mentor a team.
  • Have interpersonal skills to deal effectively with all business contacts.
  • Professional appearance and demeanor.
  • Work varied shifts, including weekends and holidays.
  • Working knowledge of PC software programs (MS Word, Excel, Access, Outlook).
  • High school diploma or equivalent.
  • Able to effectively communicate in English, in both written and oral forms. 

Preferred:

  • At least 6 months of previous Front Desk experience.
  • At least 3 years of experience as a Front Services Supervisor in a major hotel resort complex.

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