About the position
The Front Desk Supervisor is responsible for ensuring a high level of guest satisfaction in a fast-paced environment. This role involves greeting guests, managing check-ins and check-outs, training front desk agents, and resolving guest issues. The supervisor must maintain a thorough knowledge of hotel services and local attractions while ensuring compliance with company policies and procedures.
Responsibilities
- Maximize guest service by satisfying the needs and desires of guests.
- Greet all guests and visitors in a friendly, professional manner.
- Register guests efficiently and pleasantly.
- Set up accurate accounts for each guest checking in according to their preferences.
- Accommodate room changes expediently.
- Maintain a high level of knowledge of the hotel and its services.
- Train and develop Front Desk Agents' knowledge and skills.
- Provide constructive feedback to staff.
- Acquaint guests with city attractions and events.
- Resolve guest issues and respond to special requests.
- Settle guest accounts upon check-out and process payments.
- Respond to questions from guests, visitors, and coworkers courteously.
- Ensure proper key control and security measures.
- Participate in safety/security training and maintain knowledge of safety procedures.
- Work cooperatively with other front office and administration staff.
- Communicate pertinent guest information to designated departments.
- Handle lost and found items properly.
- Report accidents, injuries, and unsafe conditions to Management.
- Report maintenance issues for guest satisfaction.
- Wear the required uniform and meet professional grooming standards.
- Maintain confidentiality of all guests and hotel information.
- Perform other duties as assigned.
Requirements
- Ability to communicate clearly and pleasantly in English.
- Strong customer-relation skills with a commitment to guest satisfaction.
- Ability to handle upset guests effectively.
- Supervisory skills for front desk agents.
- Professional appearance and mannerism.
- Knowledge of computer keyboard and printer operation.
- Previous cashier experience and basic accounting skills.
- Ability to work under pressure efficiently.
- Knowledge of hotel facilities and features.
- Ability to multitask.
- Excellent attendance and punctuality.
- Knowledge of Milwaukee and surrounding area.
Nice-to-haves
- Previous Front Desk and Customer Service experience.
- Knowledge of Opera software.
