Front Desk Supervisor - New Braunfels, United States - Schlitterbahn New Braunfels

Description

Overview:

Supervises the seasonal staff and assists in representing the hotel to the guest throughout all stages of the guest's stay.

Determines a guest's reservation status and identifies how long the guest will stay. Helps guests complete registration cards and then assigns rooms, accommodating special requests whenever possible.


Responsibilities:
Ensures outstanding customer care at all times.
Maintains a friendly, cheerful and courteous demeanour at all times.
Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
Supervises daily shift process ensuring all team members adhere to standard operating procedures.

Trains, directs the work of, resolves issues/problems and coaches and counsels the front desk team members to ensure a quality operation.

Resolves customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

Adheres to company credit limit/floor limit policies.
Allocates rooms to expected arrivals after checking the guest's preferences and special requests.
Builds strong relationships and liaise with all other department's especially housekeeping, reservations etc.

Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.

Cross Checks all billing instructions are correctly updated Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.

Supervises the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.

Performs other duties as assigned, requested or deemed necessary by management.
Ensures Front office log book and hotel log book is always updated and actioned upon.

Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.Participates in hotel committees and task force assignments.

Assists all departments in servicing the guests during high volume periods.

Takes responsibility in the absence of the Duty Manager/Front office managerQualifications:

Qualifications:
Degree, Diploma, Certification or extensive experience in Hospitality Management, hotel or other related field is preferred.
Must have experience motivating and leading a winning team.
Knowledge of Opera / Fidelio / Other world Class Property Management System is required.
Minimum three to five years of experience as Front Office Associate / Front office cashier in a hotel.
Must have computer knowledge and experience in MS Office programs.


Physical Requirements:
Standing with or without movement for extended periods of time.
Must be able to bend, push up to 20lbs and lift up to 20lbs. Must frequently use hands to handle, or feel objects, tools, or controls; and reach with hands and arms.