Front Desk Supervisor Resume Samples

Description :

1. Courteously and accurately answering inquiries from potential guests and accepts hotel reservations.
2. Responding to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
3. Using suggestive selling techniques to sell room nights, increase occupancy and revenue.
4. Supervising daily shift process ensuring all team members adhere to standard operating procedures.
5. Training, directing the work of, resolving issues/problems and coach and counsel the front desk team members to ensure a quality operation.
6. Resolving customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
7. Allocating rooms to expected arrivals after checking the guest's preferences and special requests.
8. Building strong relationships and liaise with all other department's especially housekeeping, reservations, etc.
9. Operating the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling dnd (do not disturb) and paging for in-house guests.
10. Cross-checking 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.

Experience

2-5 Years

Level

Junior

Education

BA

Description :

1. Served as a liaison to ensure the efficient and accurate execution of different stages of various administrative processes.
2. Coordinate meetings, appointments, and maintained calendars using Microsoft outlook.
3. Serves as the timekeeper, office representative, and the primary purchase card holder that is responsible for buying office supplies.
4. Prepares a variety of material using Microsoft office suite including ms word, Wordperfect, powerpoint, excel, management tracking systems, spreadsheets, graphics packages, and communications software.
5. Materials produced include correspondence, weekly reports, background materials, forms, and other pertinent documentation.
6. Possess knowledge of managerial policies and processes, human resources programs and procedures, and procurement policies and regulations.
7. Thorough knowledge of business principles and theories; the ability to prepare and analyze complex reports.
8. Advised employees of the performance requirements of their positions and keep them informed individually of their progress in meeting the requirements.
9. Prepare annual and mid-year formal evaluation of employee performance including justifications for outstanding performance and awards.

Experience

7-10 Years

Level

Senior

Education

B.Comm.

Description :

1. Interview and select new front desk staff and undertake an induction & training program within an appropriate timeframe, ensuring completion of all documentation.
2. Undertake performance evaluations of front desk staff and ensure dates of performance reviews are advised to hr coordinator and copy of reviews are sent to HR coordinator to place in employees personnel files.
3. Held monthly front desk staff meetings to ensure staff is aware of company changes, guest relations, and OSAT scores; thus providing a time when staff can come together to resolve issues and discuss positive results.
4. Develop and monitor budget, reviewing and implementing strategies as required to contain negative variances to budget.
5. Review and action as appropriate, feedback received on customer feedback questionnaire reports.
6. Organize rosters and ensure that the front desk is manned at all times to fill in when necessary.
7. To be familiar with and responsible for front desk computer systems, ensuring that all information, etc is kept up-to-date to liaise with the operations manager and or computer programmer supplier on any computer problems.
8. Handle and investigate guest complaints in an appropriate manner follow up on credit limit reports investigate any discrepancies in shift balances.
9. Raised OSAT scores to be recognized within the top army hotels within the nation under my guidance, training, and customer resolutions, and positive attitude.

Experience

0-2 Years

Level

Entry Level

Education

Certification

Description :

1. Provide front desk staff with necessary training and support as directed by management.
2. Supervise and monitor activities of all front desk staff making sure they adhere to the hotel's standards of excellence and to the hotel's policies and procedures outlined in the employee handbook, coaching, training and correcting where needed.
3. Act as manager on duty for the hotel in the absence of the assistant manager or general manager dealing with complaints, problem-solving, disturbances, special requests and any other issues that may arise.
4. Work closely with the housekeeping department and maintenance department to improve guest services and foster cross-departmental communication.
5. Greet, check in, and check out guests; handle walk-ins, stay-overs, and room changes answer telephones, take reservations, and direct incoming calls to necessary departments and co-workers.
6. Possess knowledge of credit card and check cashing policies and adhere to them.
7. Know department heads and department functions and how they relate to each other communicate clearly with housekeeping - inform them of guest room's arrival and departure status, special requests, VIPs, room or date changes, and other pertinent information.
8. Develop a thorough knowledge of the computerized property management software used in the daily operations of taking reservations.
9. Read and initial log book and memos daily; be aware of the current activities, meetings and groups taking place on the properties have a good personal appearance and follow uniform requirements provided by the supervisor.
10. Exhibit friendly, courteous, helpful behavior at all times; be able to react calmly and professionally when solving the problems and/or concerns of our guests.

Experience

2-5 Years

Level

Junior

Education

Associate

Description :

1. Maintained a healthy positive work environment to ensure guest satisfaction.
2. Ran daily reports for upcoming reservations, departures and in-house guests.
3. Addressed guest complaints, concerns and any disputes at a timely matter.
4. Assisted with banquet room, group reservation, and any related coordination.
5. Ensure the safety of guests and staff by following the sop (standard operating procedures) maintenance/housekeeping supervisor supervised, coordinated and assigned duties to dept.
6. Addressed all maintenance concerns but not limited to all other service depts.'s.
7. Ensure all hotel safety and code regulations were in place and adhered to.
8. Front desk agent makes sure guest were checked-in in a professional and timely manner.
9. Answer calls for potential reservations also email confirmation of future reservation.
10. Balanced daily cash drawer; billed, balanced and posted payments for direct bill accounts.

Experience

5-7 Years

Level

Executive

Education

HS

Description :

1. Planning, organizing, developing and directing the overall operation of the front desk in accordance with current federal, state and local standards.
2. Participate in making recommended changes as it relates to the operation of the front desk.
3. Conducting departmental performance evaluations and make recommendations to the director of environmental services concerning wage and salary adjustments, hiring, terminations, transfers, etc.
4. Reviewing complaints and grievances made or filed by department staff and residents developed methods for coordinating front desk services with another department by meeting with administration, medical, nursing staff as well as other related departments.
5. Researched, developed and implemented all ongoing training programs for front desk staff to include customer service, getting along in the workplace, proper phone etiquette, and secret shoppers during regularly scheduled staff meetings while also identifying and correcting problem areas, and the improvement of services.
6. Supervising day to day operations of the front desk staff and front desk programs participate and assist in facility survey/inspections made by government agencies as needed review and develop a plan of correction for deficiencies noted during survey inspections.
7. Providing a written report to the facilities director for approval provide open shift coverage as required 24 hours a day 7 days a week, provide weekday lunch coverage for the front desk staff perform administrative requirements such as completing necessary forms, reports, etc.

Experience

10+ Years

Level

Management

Education

BS

Description :

1. Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
2. Responding to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
3. Supervising daily shift process ensuring all team members adhere to standard operating procedures.
4. Training, directing the work of, resolving issues/problems and coach and counsel the front desk team members to ensure a quality operation.
5. Resolving customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
6. Controlling cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
7. Supervising the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
8. Scheduling appointments and maintained and updated appointment calendars.
9. Determining charges for services requested collected payments or deposits, or arrange for billing.
10. Generating additional company income by selling products, services and guest passes.

Experience

5-7 Years

Level

Executive

Education

BS

Description :

1. Responsible for the supervision of the front desk staff and daily operations.
2. Evaluate staff performance, take corrective action, provide ongoing feedback/recognition.
3. Assist with guest check-in/out, reservation making, guest requests, and guest issues.
4. Required to problem solve and resolve guest issues in a friendly, professional, timely manner.
5. Responsible for staff payroll-ensuring timecards were correct, adding/editing missed punches, approving payroll on a bi-weekly basis.
6. Worked directly alongside the hotel operations manager to ensure front desk operations were successful and productive.
7. Attended weekly meetings to review selling techniques, drive and maximize revenue, and enhance sales practices.
8. Worked closely with other departments to guarantee the success of the hotel and casino while ensuring guest satisfaction.
9. Verified customer's credit and established how the customer would pay for their room.
10. Posted charges for rooms, food, liquor, or telephone calls, to ledgers manually.

Experience

2-5 Years

Level

Junior

Education

Associate

Description :

1. Responsibilities included managing front desk staff, creating weekly schedules based on payroll budgets, staff reviews, hiring and terminating employees, training new staff, handling managerial calls and upset members.
2. Responsible for retail merchandise sales, ordering, and inventory tracking.
3. Organized community outreach, location marketing, and local event sponsorships.
4. Managed any and all billing issues for our location met monthly sales goals, handled all cash deposits and reports, and ordered all office supplies.
5. For the answering service, I took an emergency after hour's calls for doctors' offices, residential properties, and businesses.
6. Page on-call doctors and maintenance personnel accordingly, as well as take non- emergency messages for offices to be relaying the next business day.
7. Consult with customers to evaluate needs and determine best options day to day operations paperwork.
8. Kept records of customer interactions or transactions, recording details of inquiries, complaints or comments, as well as actions taken and follow-up.

Experience

5-7 Years

Level

Junior

Education

Associate

Description :

1. Operate telephone switchboard station in order to answer telephone calls.
2. Advice guest of any messages received for them, and send to room if required.
3. Answer, record, and process all guest calls, requests, questions, or concerns.
4. Receive, record, and relay messages accurately, completely, and legibly.
5. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., bell person, housekeeping), and follow up with guest to ensure their request has been met to their satisfaction.
6. Provide information to guests about room features, property amenities, and local areas of interest.
7. Report accidents, injuries, and unsafe work conditions to the manager on duty.
8. Scheduled appointments and maintained and updated appointment calendars.
9. Determine charges for services requested, collected payments or deposits, or arrange for billing.
10. Generated additional company income by selling products, services and guest passes.

Experience

0-2 Years

Level

Entry Level

Education

Nursing