AC Hotel is actively seeking to hire a Front Desk Supervisor to join our team today! He/She will be responsible for ensuring that hotel guests receive hospitable and responsive service at check-in, during the stay, and upon departure resulting in guest satisfaction and loyalty.
Front Desk Supervisor
Responsible for training and coaching the Front Desk team members in handling financial transactions accurately and in maintenance of required systems and records. Along with the processing of all Curators’ check-ins and check-outs, calls, messages, requests, questions/concern, special needs and any other Front Desk Operations function assigned to assist the Hotel to achieve its Mission, Vision and Major Targets.
Core Job Functions:
Attendance and active participation are required in the following:
- Assist staff with expediting issues with payments (e.g. problems processing credit card, declined or incomplete transactions).
- Process all Curators’ check-ins by confirming reservations, assigning rooms and issuing and activating room keys.
- Sensitize all arriving guests on car rental with Enterprise and assist with taxi arrangements as required.
- Follow all policies, including proper uniform attire, key control procedures and adhere to proper credit and cash handling procedures established by the Hotel.
- Maintain Curators’ room key storage, inventory and security.
- Process all payment types such as room charges, cash, debit or credit.
- Process all check-outs including resolving any late and disputed charges.
- Answer, record and process all Curators’ calls, messages, requests, questions, or concerns using appropriate telephone etiquette at all times.
- Monitor GXP platform and ensure all Curators’ requests are met and in a timely manner.
- Set monthly Bonvoy Enrollment goals and motivate team to achieve set goals.
- Updating the Scoreboard and ensuring goals are met and maintained.
- Conduct daily on the job assessment of team members and provide real time feedback.
- Coordinate with Housekeeping to track readiness of rooms for check-in.
- Coordinate room status updates with the housekeeping department by advising of all check outs, late checkouts, early check-ins, special requests and day use rooms.
- Communicate parking procedures to Curators and/or visitors.
- Follow up with guest regarding satisfaction with guest-related issues.Follow up with guest regarding satisfaction with guest-related issues.
- Provide Curators with directions and information regarding property and local areas of interest.
- Responsible for overseeing the Inventory, stocking, cleaning and selling of the items in the AC Store.
- Run daily reports (number of arrivals, departures), identify any special requests and check reports for accuracy.
- Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.
- Utilize suggestive selling techniques to sell rooms and upgrades and to promote other services that are available
- Accept and carry out wake-up call requests.
- Handle Curators’ complaints efficiently and promptly, within 15 minutes.
- Reads and signs log books daily; do follow up and follow through where necessary.
- Be fully aware of daily activities and/or functions taking place in the hotel. Know the hotel’s services and product changes.
- Conduct and attend department meetings, general staff meeting and daily affirmation.
- Complete designated cashier and closing reports in the computer system. Count float at the beginning and end of shift. Balance and drop receipts according to accounting specifications.
- Follow all Hotel’s safety and security policies and procedures; report accidents, injuries and unsafe work conditions.
- Maintain cleanliness of the work area at all times.
- Work closely with all departments to ensure that Curators receive friendly, efficient service from the point of arrival until departure.
Qualification & Experience Required:
- Undergraduate Degree in Hospitality and Tourism Management, General Studies or equivalent from an accredited training institution.
- Must have a minimum of three (3) years Front Desk experience.
- Proven supervisory experience in a similar position, preferably in a Hospitality environment with proficient administration of reservations system.
- Knowledge of Property Management Systems.
- Fluency in English and Spanish would be an asset.
- Experience in accurate cash handling and credit card processing.
- Experience in maintaining security of confidential information, including guest registration and credit card information.
- Customer focused, including experience in anticipating guest needs and responding pleasantly and professionally in a variety of settings and situations.
- Computer literate with data entry experience.
- Accurate and hospitable handling of guest reservation, check-in, check-out and payment, including credit card and cash handling procedures.
- Work flexible schedules, including nights, weekends and holidays.
- Handling of pressure due to demand.
- Stand, sit or walk for an extended period.
- Move, lift, carry, push, pull and place objects weighing less than or equal to 10 pounds without assistance.
Email: careers@achotelsjm.com
