Front Desk Supervisor - Chicago, United States - Best Western Chicago Downtown-River North

Description

Job description

MUST have a flexible schedule This position requires both day and/or evening shifts, night audit shifts, both weekdays and weekends depending on business in the hotel.

Prior Hotel Front Desk experience required.

RESPONSIBILITIES

• The Front Desk Supervisor is responsible for creating a welcoming experience for all guests.
• Assist Front Office Manager in the day to day operations of the front desk while ensuring 100% guest satisfaction.
• Ensures standards, policies and procedures are followed by Front Office staff.
• Ensures that Brand Guest Satisfaction Scores are at/above brand average for the Front Office.
• Ensure that financial goals of the department and the hotel are being met, monitoring and controlling labor expenses and other divisional expenses such as supplies & equipment
• Handles guest complaints and requests. Resolve issues in a manner satisfactory to both the guest and the hotel.
• Develop and maintain relationships with employees, return guests and group contacts
• Coordinate guest service efforts to include group arrivals and departures, and guest transportation, while maximizing the guest experience through top quality customer service.
• Assists Front Desk Agents with duties when necessary to provide excellent guest service
• Prepare and submit accident or injury reports when needed.
• Ensure all guests who experience a problem receive an appropriate response, any promised compensation is delivered, and an appropriate follow up in a timely and professional manner.
• Responsible for training all new employees. Use employee training documentation to record all areas of training completed and turn them into Human Resources to be included in the employee file.
• Promote open channels of communication between all hotel departments.
• Be a Team Player and encourage the teamwork attitude among staff.
• Must be able to handle cash or credit transactions and have Microsoft Office and Excel proficiency.
• Analyze, investigate, and resolve guest complaints
• Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and time tables
• Implement emergency training and procedures to ensure appropriate protection of the hotel's guests, staff and company assets.
• Assist and/or prepare weekly schedule for all Front Office Associates, posted by set deadline.
• Able to understand forecasting to ensure appropriate staffing levels are met according to business demands
• Responsible for covering/finding replacements for calloffs.
• Ensure all associates are properly trained on Jonas Chorum along with all other systems/procedures that will help them provide our guests with quality service.
• Ensure all Front Office Associate duties are completed daily (checklists, call back log, guest request log, wakeup log, etc...)
• Participate in Hotel Manager on Duty Program.

TECHNICAL SKILLS

• Able to work independently with minimum supervision.
• Able to communicate effectively both written and verbal.
• Able to communicate effectively with other associates, as well as guests.
• Able to stand, walk, and be on feet for long periods of time (8 hours).
• Able and willing to respond to emergency situations on short notice.
• Individuals must be service and detail oriented.
• Must comply with all department, hotel, and corporate standard operating procedures.
• Responsible for knowing Hotel emergency procedures.

GUEST RELATIONS

• Be readily available/approachable for all guests.
• Answer guest questions regarding Hotel and local area facilities and services.
• Take proactive approaches when dealing with guest concerns.
• Extend professionalism and courtesy to guests at all times.

OTHER REQUIREMENTS

• In addition to performance of the essential functions, this position may be required to perform a combination of supportive functions, determined by the reporting manager.
• The hotel operates 7 days a week, 24 hours a day. Schedules must accommodate fluctuating business demands and associates may be asked to work shifts other than those they prefer or normally work.
• Carry out all reasonable requests by leadership team.
• Comply with department uniform and appearance standards.
• Must be capable of how to read, write, and speak English fluently.

Physical Demands:
Lifting 50 lbs. maximum with frequent lifting and/or carrying of objects weighing up to 25 lbs. Requires walking or standing to a significant degree, reaching, handling, feeling, talking, hearing, seeing.


Math Skills:
Requires mathematical development sufficient to be able to: Compute ratio and proportion and percentages. Calculate surface, volumes, weight and measures.


Language Skills:
Must have developed language skills to the point to be able to: Read instructions, safety rules, etc. Speak with poise, voice control and confidence using correct English and well-modulated voice.


Data:
Compiling: Gathering, collating or classifying information about data, peopl