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Des Plaines

    Front Desk Supervisor - Des Plaines, United States - Maverick Hotels & Restaurants and United Professional Staffing

    Maverick Hotels & Restaurants and United Professional Staffing
    Maverick Hotels & Restaurants and United Professional Staffing Des Plaines, United States

    5 days ago

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    Description

    Job Description

    Job Description

    Position Purpose:

    The Front Office / Guest Service Supervisor is responsible for overseeing the operation of the front desk and providing attentive, courteous and efficient service to all guests during check-in and checkout and throughout their stay, in the hotel's continuing effort to deliver outstanding guest service and financial profitability.


    Essential Duties and Responsibilities:

    Greet, check-in and checkout guests approaching the Front Desk in a friendly, efficient and courteous manner and in accordance with company, hotel and brand standards.


    •As needed, assist with scheduling, hiring and training front desk employees.


    •Monitors, coaches, and evaluates guest service representatives and night auditors.


    •Answer guest inquiries about hotel services, facilities, restaurants, transportation, entertainment and hours of operation in a timely manner.


    •Resolves guest challenges and takes appropriate action to ensure 100% guest satisfaction.


    •Build rapport with rewards members, distinguished visitors; escort guests to rooms, make welfare calls, encourage feedback throughout their stay.


    •Identify, solicit and sign up potential reward members (if applicable).


    •Maintain and market promotions and guest programs.


    •Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.


    •Follow all cash handling and credit policies.


    •Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.


    •Always Use proper two-way radio and phone etiquette when communicating with other employees.


    •Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.


    •Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.


    •Complete a bucket check, room rate verification report, and housekeeping report.


    •Balance and prepare individual paperwork

    Maintain a clean work area.


    •Assist guests with safe deposit boxes.

    Review Front Office log daily.


    •Be aware of all rates, packages, special promotions and closed out/restricted dates as listed.


    •Be familiar with all in-house groups.


    •Have knowledge of emergency procedures and assist when needed.


    •Fill in and support coworkers and team as needed to ensure efficient operation.


    •Perform duties, special assignments and projects as requested by management


    Minimum Required Technical Skills


    •Proficient in Microsoft Office applications suite.


    •Excellent people skills and possesses a positive, outgoing, and naturally curious personality.
    •Ability to work productively with other employees as part of a team.


    •Demonstrate a high-level of proficiency with computers.


    •Ability to be a clear thinker in pressure situations and exercise good judgment. Remain calm and courteous in demanding and difficult customer situations.
    •Ability to handle obstacles in a positive and professional manner and to effectively communicate these problems, along with suggested solutions.


    •Ability to work a flexible work week including nights, weekends and holidays.

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