Front Desk Supervisor Resume Samples

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A Keeling

Alexandro

Keeling

80269 Fiona Crest

Detroit

+1 (555) 592 6056

80269 Fiona Crest

Detroit

Phone

p +1 (555) 592 6056

Experience Experience

Philadelphia, PA

Front Desk Supervisor

Philadelphia, PA

Champlin Group

Philadelphia, PA

Front Desk Supervisor

Perform tasks and projects as delegated by the Assistant Manager, Front Office Manager or Rooms Division Manager
Communicate closely with the assistant managers and Front Office manager to ensure follow-up on any challenges, concerns, or staff performance
Assisting the Manager on Duty with guest issues and requests, assisting the Manager on Duty with guest issues and requests
Works diligently at continuously working with Front Office Manager on operation improvements
May serve as Manager-on-Duty in the absence of the General Manager and Assistant General Manager
Provide lateral support to retail team by assisting with manager overrides, discounts and returns
Creates a work environment that promotes teamwork, recognition, mutual respect and employee satisfaction

Chicago, IL

Hotel Front Desk Supervisor

Chicago, IL

Jacobson-Sawayn

Chicago, IL

Hotel Front Desk Supervisor

Provide all guests (including groups) with a friendly, accurate and efficient check-in / check-out process while following the company’s policies and procedures. Prepare for check-ins before the guest arrives by using the arrivals grid, preparing express check-ins, and planning for group arrivals. Ensure the front desk/lobby areas remain clean, organized and ready to greet guests
Issues written and oral instructions to co-workers, assigns duties and examines work for accuracy, neatness, and conformance to policies and procedures
Assists Front Desk Manager with overall operations of Front Desk, and assumes responsibility for completion of shift work up to standards and according to established procedures
Supervises Guest Service Representatives at Front Desk for the purpose of completion of duties, performance up to standards, giving direction, and decision making
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
Verify and collect guest payments and identification, ensuring all procedures are followed to protect sensitive guest information including identity and credit card information. Process all financial transactions with strict adherence to defined procedures
Determines work procedures, prepares work schedules and expedites workflow

present

Philadelphia, PA

Franchised Front Desk Supervisor

Philadelphia, PA

Sporer, Upton and Streich

present

Philadelphia, PA

Franchised Front Desk Supervisor

present

Assisting management in training, motivating, and coaching employees, and serving as an effective role model
Manages and maintains a relationship with the Property Management System provider
Organize and direct worker training programs, resolve personnel problems, hire new staff, and evaluate employee performance
Handle guest problems/complaints, keeping Front Office Manager informed or deferring guests to Front Office Manager for handling
Acts as Manager on Duty as designated by the General Manager and Operations Manager
Review work procedures and operational problems to determine ways to improve service, performance, or safety
Developing and maintaining positive working relationships with staff members as well as guests

Education Education

Bachelor’s Degree in Integrity

Emory University

Bachelor’s Degree in Integrity

Skills Skills

Ability to learn quickly and ability to work in a fast paced position with guest interaction
Basic mathematical skills and ability to make accurate mathematical calculations
Proficient in time management; the ability to organize and manage multiple priorities
Ability to work under pressure and handle multiple tasks with a high level of attention to detail
Ability to communicate with team members and guests in a professional manner
Ability to work quickly and efficiently in a fast-paced environment
Ability to project a professional, friendly and courteous image to guests
Basic Leadership skills with ability to coach, mentor and train staff
Excellent customer service experience and a proven ability to meet performance standards
Excellent attention to detail and accuracy

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Front Desk Supervisor Resume Examples & Samples

2 years college level education
2 years Hospitality experience
1 year Supervisory experience

Front Desk Supervisor Resume Examples & Samples

The individual will be trained in both Front Desk and AYS procedures and will perform duties in both areas
Understand and practice Marriott’s high standards of hospitality
Perform proactive, professional and aggressive hospitality and always use appropriate vocabulary
Check guests in and out according to Vail Marriott SOPs
Facilitate guest requests
Effectively use L.E.A.R.N. technique for dealing with guest complaints
Manage multiple tasks and be able to work quickly and efficiently under pressure
Follow all proper procedures for posting charges and collecting payment for room and tax incidental charges
Understand and follow credit and cash handling policies and procedures
Be knowledgeable about and promote the hotel’s services
Have a basic knowledge of local attractions, restaurants and transportation
Be responsible for verifying associate shift closings and banks
Understand duties of all hotel departments to effectively connect incoming calls and solve problems
Preform additional tasks or projects as required
Responsible for ensuring that the FD team completes all checklist duties in their entirety
Responsible for leading GW meetings when manager is not there
Responsible for reviewing daily arrivals, ensuring guests are blocked in the appropriate rooms and bringing any concerns to a manger
Hospitality degree. -preferred
Must know how to use P.M.S., GuestWare, MARSHA and Ving systems. -required
Marriott front desk experience. -required
One year Marriott Front Desk Experience. -preferred
One year of cash handling experience. -preferred
Must have ability to read and comprehend complex correspondence in English, and ability to effectively present detailed information both verbally and in written form to guests and employees. -required
Bilingual in Spanish. -preferred
Must be able to lift 25 pounds. -required
Must be able to stand and walk up to 8 hours. -required

Front Desk Supervisor Resume Examples & Samples

Book lodging reservations into LMS computer system
Supervising lodging staff and maintaining/enforcing department standards and policies
Training lodging staff and facilitating an efficient customer first environment

Front Desk Supervisor Resume Examples & Samples

College Education Preferred
One year of hospitality experience required
One year of hospitality supervisory experience preferred
Microsoft Office (Word, Excell, Powerpoint), knowledge of computer or hotel systems preferred
Ability to read and comprehend complex correspondence in English. Ability to effectively present detailed information both verbally and in written form to guests and employees throughout the organization

Front Desk Supervisor Resume Examples & Samples

Oversee the registering of guests, issuing of room keys, providing information, and processing payments for stay and all guest room move requests according to standards
Answer phones in a prompt and courteous manner with a pleasant, energetic voice
Up-sell rooms when possible
Follow and monitor proper cash handling procedures outlined in the bank contract and training manual
Distribute mail/messages/faxes according to standard operating procedures
Anticipate guests' needs
Conduct site tours of hotel guest rooms and general areas when needed
Handle confidential information and guest information with a high degree of integrity
Oversee bell/valet, concierge, FDAs and total guest satisfaction
Interview, select, train and manage up to 10 employees

Front Desk Supervisor Resume Examples & Samples

To offer feedback to the Front Office Manager that would assist in conducting performance evaluations of associates in order to enhance their performance and to develop improvement plans for those associates who don’t meet standards
To assign work tasks to the Front Desk Team and follow up on their fulfillment in order to meet unit goals
To assist in processing all payroll and administrative paperwork in a timely manner
To assist in promoting and developing a successful cross-training program within the Front Office Staff to ensure labor savings and increased productivity
Insure brand standards for service, communication, grooming and training are met for RockResorts
To assist FOM in developing and implement training to address specific areas of improvement within areas of responsibity to ensure results meet or exceed targets

Front Desk Supervisor Resume Examples & Samples

Assist with training new and existing front desk agents on the check in and check out procedures adhering to standards and ensuring quality service
Supervise the day to day front desk operations including the check in and check out procedures; ensuring rooms have been checked out and that guest's bills are correct
Communicating with housekeeping as to the status of rooms, room moves and guest requests
Assist the Manager on Duty with executing the upgrade program, training staff on the upgrade process and maximizing on upgrade opportunities
Act as the Manager on Duty when necessary and carry out the duties required of a manager
Assisting the Manager on Duty with guest issues and requests
Attends company affliated training and development classes when deemed necessary
High School diploma or GED; preferably some college education or equivalant work experience. -required
Minimum of 2 years in a guest service/hospitality role. -required
Some experience in supervising others. -preferred
Knowledge of operating system LMS and front desk operations. -preferred
Ability to effectively communicate detailed information to guests and employees. -required
Ability to lift 50lbs. -required
Required to stand for up to 8 hours per day. -required
Ability to read and respond to complex correspondence. Ability to effectively present detailed information to guests and employees. English proficiency. -required

Front Desk Supervisor Resume Examples & Samples

Assisting in the training and development of associates in order to increase their productivity, through department meetings and other levels of awareness
Assisting in properly screening and hiring new associates to maintain staffing requirements for the Front Desk, focusing on guest service oriented people
Offering feedback to the Front Office Manager that would assist in conducting performance evaluations of associates in order to enhance their performance and to develop improvement plans for those associates who do not meet standards
Scheduling front desk associates taking into account forecasting and labor budget
Assigning work tasks to the Front Desk Team and follow up on their fulfillment in order to meet unit goals
Coaching and counseling associates
Supervising proper cleanliness standards are maintained in the front of the house areas. (i.e. front desk, back office, storage closets, dry cleaning closet and public restrooms)
Assisting in promoting and developing a successful cross-training program within the Front Office Staff to ensure labor savings and increased productivity
Replying to positive Market Metrix responses
Managing the inventory and overall success of the Gift Shop
Ensuring brand standards for service, communication, grooming and training are met for DoubleTree by Hilton and Vial Resorts
Communicating throughout the department to foster teamwork
Assisting FOM in developing and implement training to address specific areas of improvement within areas of responsibity to ensure results meet or exceed targets
Acting as the "Manager on Duty" in order to effectively resolve guest issues and complaints in the absence of the Front Office Manager
Maintaining accurate and adequate inventories of front office supplies
Training and operate the Night Audit shift and responsibilities
Other duties as assigned; general accounting, inventory ordering and controls
High school diploma or equivalent – required
Front Desk Agent experience - required
2+ years guest service experience - required
Working knowledge of Microsoft Office – required
Strong telephone skills and etiquette - required
Must have good communication skills and enjoy working with the public
Ability to work in a team and be detailed oriented
Proficiency with property management systems (SMS, PMS, LMS) - preferred
Previous supervisory experience - preferred
Previous experience with Hilton - preferred
College Degree - preferred

Front Desk Supervisor Resume Examples & Samples

Handles guest objections (problem resolution)
Ensures the smooth operation of the Front Desk, assisting other departments when necessary and keeps the General Manager informed of hotel activities and problems, and works cooperatively with other Department Supervisors to ensure the operation is running smoothly
Assists in training of staff
Makes Room Assignments and maintains accuracy of current status
Properly directs sales efforts of cle
Suggests improvements in Front Office methods and service
Greets all guests when possible, and ensures a special welcome for VIP and returning guests
Previous Front Desk and or Housekeeping experience
Previous supervisory experience

Front Desk Supervisor Resume Examples & Samples

Required: Five years of directly related experience
Demonstrated proficiency with EPIC scheduling, registration, and charge entry systems
Must be able to communicate effectively, both orally and in writing
Regularly responsible for assigning activities to other employees who perform work that is similar or closely related to this job
Maintains clear communication with customers regarding mutual expectations
Takes personal responsibility and accountability for correcting customer-service problems

Senior Front Desk Supervisor Resume Examples & Samples

Strong communication skills to clearly and effectively communicate information to internal and external audiences, client groups, and management
Advanced analysis and problem solving skills
Advanced computer skills, including experience with Microsoft Office Suite
Advanced customer service skills
Relevant computer systems/technology experience
Understanding of financial transactions
Ability to ensure and apply compliance with legal, financial, and university policies and external regulations

Front Desk Supervisor Resume Examples & Samples

Responsible for daily operation of guest service shift:Plan daily short term front and back of house guest service operations; provide proper guest check-in, check-out procedures, analyze reports as required, communicate daily arrivals, departures and room inventory needs; ensure daily check list duties and tasks fully completed with follow up communications; administer schedule adjustments which result in the satisfaction of all guests, associates and financial requirements. (35% time)
Maintain positive customer and associate relationships Interact with owners, guests, associates, answer inquiries, questions, and resolve possible satisfaction opportunities, train, develop and coach associates to resolve guest opportunities; utilize a “hands on approach” with associates on technical and soft skill customer service approaches. (25% time)
Supports customer service standards: Deliver Count On Me Service ensuring guest satisfaction exceeding expectations; communicate reservation flag information directly enhancing guest requests. (20% time)
Support audit standards: Ensure compliance with Internal Audit, Quality Assurance and Loss Prevention; maintain Regional & Departmental Operating procedures to improve guest satisfaction and quality service scores. (15% time)
Other duties as assigned: Assist Guest Services Management to coordinate and verify guest reservation information; other duties as assigned. (5% time)
Basic understanding of resort financials
Demonstrated ability to work under pressure
Basic Leadership skills with ability to coach, mentor and train staff
Ability to accurately follow instructions, both verbally and written
Excellent hospitality service skills
Working knowledge of various computer software programs
Basic Working knowledge of property management systems
Working knowledge of Company reporting and associate timekeeping systems
Comprehension and literacy for analyzing reports
2 year of supervisory experience or management
2 years of hotel, timeshare or hospitality service experience

Front Desk Supervisor Resume Examples & Samples

2+ years of Front Desk Supervisory and/or Management experience in a Hotel or Resort setting
Experience supporting a Front of the House Team of at Hotel/Resort with more than 150 rooms
Vacation Ownership/Timeshare experience a plus

Franchised Front Desk Supervisor Resume Examples & Samples

High School diploma or higher
Excellent phone & customer service skills
Ability to use technology e.g. tablets, iPads

Franchised Front Desk Supervisor Resume Examples & Samples

Handle guest problems/complaints, keeping Front Office Manager informed or deferring guests to Front Office Manager for handling
Be knowledgeable of all duties performed by the Front Desk Agents including computer and cashier systems, as well as the reservations system including room rates and types of accommodations
Coordinate staffing and payroll to conform with productivity and budgetary standards
Monitor associate productivity and reduces staffing as business demands
Monitors service and teamwork on a regular basis and counsels utilizing one-on-one training skills with associates as needed
Provide training to new associates at the Front Desk
Ensure meal breaks are provided for scheduled employees
Oversee and participate in the prompt and courteous check-in and check-out of customers ensuring they are properly accommodated; ensure that complete and accurate information is documented on guest records, and that payment methods by guests are correct
Demonstrate correct procedures when greeting guests, checking them in and out, serving taxi requests, and/or directing traffic flow in front of the hotel
Post all guest charges and payments to guest, master, and house accounts, ensuring such postings and payments are correct
Be familiar with local restaurants, tourist attractions, events, as well as the physical layout of the hotel, including guest rooms and their locations, facilities, and amenities, and any onsite events in order to be a source of information to guests and confidently sell hotel to prospective guests
Previous front desk, reservations, and/or hospitality experience preferred
1+ year of supervisor experience

Front Desk Supervisor Resume Examples & Samples

Guest Service: Accountable for guest satisfaction by ensuring service standards are met and guests’ needs and concerns are responded to in a timely manner with a focus on service recovery when applicable. Works side by side with staff to train and model appropriate guest service standards. Responsible for holding staff members accountable for anticipating needs and exceeding guest expectations. Anticipates and responds to guests in a friendly and positive manner. Process check-ins and check-outs, verify billing, create reservations, and process special requests. Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services. Assists in achieving business revenue goals by developing and implementing creative service programs designed to increase guest satisfaction
People Management and Training: Responsible for interviewing, hiring, coaching, and development of front office associates. Evaluates staff performance and coaches to ensure standards are met. Works in conjunction with manager to deliver discipline/corrective action and make termination decisions. Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing employees. Ensures all required training for department employees is completed and training records are maintained. Analyzes quality issues, identifies training needs, suggests changes and ensures implementation to improve results. Utilizes available resources and adheres to CSM training policies. Promotes collaboration and positive, professional work environment
Financial Results and Cost Control: Responsible for assisting in effective labor management through proper scheduling, monitoring, and adjusting based on business needs. Follows proper selling techniques and ensures strategies are utilized to maximize room revenues. Monitors room availability, follows restrictions, and all booking policies and procedures. Drives sales and maximizes revenue by up-selling rooms and amenities. Uses expertise to suggest and implement changes to front desk operations as needed, while maximizing revenue and occupancy
Self/Workload Management: Attends all daily, weekly and/or monthly department/hotel meetings to ensure proper communication/planning occurs. Must have high attention to detail, good communication skills and leadership ability. Must have excellent organization skills, a high degree of creativity to facilitate efficient problem solving. Must be able to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines Adheres to all CSM Standard Operating Procedures
Safety/Risk Management: Conduct routine inspections of front desk operations to maintain standards per CSM, local, state and federal regulations. Ensures a clean and safe work environment, and follows all CSM procedures for guest/employee incidents

Front Desk Supervisor Resume Examples & Samples

Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service agents in details of work. Observes performance and encourages improvement
Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions
Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote Crescent and brand-specific marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances. Requires standing and continual mobility throughout front office area
Promptly answer the telephone using positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested
Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered
Communicate both verbally and in writing to provide clear direction to staff
Comply with attendance rules and be available to work on a regular basis

Front Desk Supervisor Resume Examples & Samples

Health Benefits (Health & Dental Insurance)
Employee Referral Program
Credit Union
Employee Activities & Events

Front Desk Supervisor Resume Examples & Samples

Deliver on the promise of Sonesta Service in all interactions with guests and clients. Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel
Ensure all staff is properly trained on all front desk operations, hotel facilities and services, local directions and safety and emergency procedures. Ensure all staff has the supplies needed to effectively carry out their job functions
Supervise the front desk and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information
Responsible for the supervision of the security of cash, credit card transactions, and guest information
Supervise the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing. Work with the hotel’s property management system (Opera) and reservation system (Synxis) to maximize revenue through occupancy and rate adjustments based on market conditions
Establish effective Front Desk communication and information system through logs, department meetings, and one-on-one interaction with the staff
Ensure guest special requests are fulfilled and proper delivery of guest services is delivered
Supervise the daily execution of the shoppe and the pour by ensuring each is stocked and maintained in an orderly and appealing manner
Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner
Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management
Supervising the accurate processing all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned cash bank(s)
Regularly sell hotel rooms through direct client contact
Ensure compliance with federal, state and local laws regarding health, safety, and alcohol services

Front Desk Supervisor Resume Examples & Samples

Attend daily department line-ups and communicate all pertinent information to staff
Ensure staff’s knowledge of hotel services, features, and amenities
Monitor agents while they are on the phone. Insure that calls are answered by the third ring whenever possible and strictly according to the standards of a Ritz-Carlton Reservations call
Ensure that the switchboard is attended at all times and that sufficient staffing is presented to meet daily business demands
Monitor Reservation/PBX telephone etiquette
Maintain correct implementation of special procedures (Wake-up calls, Bomb Threat, DND requests, etc.)
Monitor Reservations/PBX operators on guests’ special requests and associated procedures
Monitor and ensure that all guest information is input into the system accurately, completely and promptly
Maintain confidentiality of all guest information
Accommodate all guest requests in an accurate and efficient manner
Respond to all incoming telephone calls within 3 rings, providing proper salutation and
Ensure that property sales strategies are followed
Ensure guest history information is collected and utilized on all guest transactions
Review future reservations checking for duplicate bookings, room assignment accuracy and special requests
Review reservations listings daily to ensure accuracy of codes, rates and guest information. (e.g. Bucket Check for Market Codes and Market Segment Report)
Process morning reports and error log daily to maintain inventory balance in the absence or in coordination with the Reservations Manager
Process advance deposit (checks/credit cards) and apply to appropriate guest accounts. Inform involved departments accordingly and in timely manner
Ensure refunds of advance deposits are processed in accordance with hotel policies
Review travel agency commissions on a daily basis and transmit data to CTAC system. Use CTAC system to process commission inquiries or late payments
Insert wholesaler prices and monitor allotments
Assist Reservations Manager to maintain required availability of hotel rooms in electronic distribution channels
Assist other departments whenever necessary in performing all job functions to the hotel’s standards
Work closely with other departments to effectively accommodate guests’ special requests and amenities
Interact with Group Sales/CCS Departments to process rooming lists and reservations cards. Enter group blocks in MARSHA and Opera computer systems. Carry out instructions for groups as indicated on group cover sheet (cut-off dates, special requests). Work with Sales, CCS manager and assistants and Front Office leaders to ensure a smooth flow of information between the departments
Monitor waitlist and determine priority of guests to be called in coordination with Reservations Supervisor and Revenue Manager
Monitor and handle guest complaints/disputes following the instant pacification procedures and ensuring guest satisfaction
Process MARSHA queues daily as instructed by Reservations Manager and Revenue Manager
Assist Front Office staff in securing alternate accommodations in oversold situations
Complete rate audit in Opera, provide descriptions of all rate programs for front office
Know how to authorize/remove rooms from MARSHA inventory and place restrictions in absence/at request of Revenue Manager
Assist Revenue Management with inventory control
Inform Revenue Management of unusual activity e.g. excessive cancellations, pick up
Inform Revenue Management of compression in areas
Assist Revenue Manager in the preparation of reports for Weekly Strategy meetings and forecast reports. Monitor cleanliness and working condition of departmental equipment and work areas
Complete all hotel information pages in Marsha and Epic, e.g. new staff listing, outlet hour changes, special events promotions
Attend designated meetings
Participate in related Project Teams
Assist Reservations manger in monitoring of office staffing requirements
Document any late or absent employees; maintain accurate and current employee records
Sustain a work environment that focuses on fair and equitable treatment and associate satisfaction to enable business success
Celebrate the successes and publicly recognize the contribution of team members; ensure associate recognition is taking place on all shifts
Be responsible for coaching and counseling of agents, including progressive discipline as needed
Motivate and provide a work environment in which associates are productive
Maintain supply levels and legibly document needs on a requisition
Maintain office files; keep filing up to date including Guest Communiques, faxed and e-mailed reservation inquires. Ensure that all pertinent information is documented (reservation changes and addendums)
Insure that all files of past and future reservations are kept up to date and are rotated every month
Insure that daily checklists are being utilized and that tasks are performed on a timely basis
Maintain knowledge of and comply with hotel/departmental standards, policies and procedures

Front Desk Supervisor Resume Examples & Samples

Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct Front Desk Agents in details of work. Observes performance and encourages improvement
Promptly complete the registration process by inputting and retrieving information from the computer system, confirming pertinent information while promoting Crescent and brand-specific marketing programs. Provide guests with room keys, certificates and coupons as appropriate. Close out guest accounts at time of check out
Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers checks and other forms of payment. Accurately post charges to guest rooms and house accounts
Promptly answer the telephone using positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and faxes for guests as requested
Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for associates. Resolve guest issues by conducting thorough research of the situation and determining the most effective solutions

Hotel Front Desk Supervisor Resume Examples & Samples

Resolve customer complaints or answer customers' questions regarding policies and procedures
Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems
Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes
Implement corporate or departmental policies, procedures, and service standards in conjunction with management
Discuss job performance problems with employees to identify causes and issues and to work on resolving problems
Train or instruct employees in job duties or company policies or arrange for training to be provided
Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action
Interpret and communicate work procedures and company policies to staff
Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff
Maintain records pertaining to inventory, personnel, orders, and supplies
Compute figures such as balances, totals, or commissions
Develop or update procedures, policies, or standards
Make recommendations to management concerning such issues as staffing decisions or procedural changes
Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
Design, implement, or evaluate staff training and development programs, customer service initiatives, or performance measurement criteria
Monitor inventory levels and requisition or purchase supplies as needed
Arrange for necessary maintenance or repair work
Have complete knowledge of Springer Miller
Familiar with all hours of operation for hotel outlets and their functions
Follow and Enforce all hotel and department rules and regulations
Attend Staff Meetings, Rooms Meetings, and or Safety meetings in the absence of a manager
Answer any employee questions and communicate all pertinent information to staff. Be a leader
Accountability - Ability to accept responsibility and account for his/her actions
Organized - Possessing the trait of being organized or following a systematic method of performing a task
Customer Oriented - Ability to take care of the customers’ needs while following company procedures
Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions
Tactful - Ability to show consideration for and maintain good relations with others
Accuracy - Ability to perform work accurately and thoroughly
Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards
Friendly - Ability to exhibit a cheerful demeanor toward others
Time Management - Ability to utilize the available time to organize and complete work within given deadlines
Problem Solving - Ability to find a solution for or to deal proactively with work-related problems
Working Under Pressure - Ability to complete assigned tasks under stressful situations
Reliability - The trait of being dependable and trustworthy
Management Skills - Ability to organize and direct oneself and effectively supervise others
Presentation Skills - Ability to effectively present information publicly
Decision Making - Ability to make critical decisions while following company procedures
Delegating Responsibility - Ability to allocate authority and/or task responsibility to appropriate people
Coaching and Development - Ability to provide guidance and feedback to help others strengthen specific knowledge/skill areas

Front Desk Supervisor Resume Examples & Samples

Has a hotel school or equal education degree
Has previous experience in high guest contact environment and affinity with Amsterdam’s local attractions
Has previous International hotel experience and knowledge and experience to lead and develop a team with a strong focus on customer service
Is enthusiastic
Is a good motivator
Is a team player
Has excellent leader and hospitality skills
Is proactive
Is able to work under pressure
Is reliable
Has excellent communicative and social skills
Is flexible to work different shifts (AM/PM/Night)
Fluent in English and Dutch, extra other languages are a plus

Front Desk Supervisor Resume Examples & Samples

Assist management to recruit, hire, train and successfully support and manage the talent of all new and existing team members
Previous experience with Windows, Office, and property management systems highly desirable
Ability to effectively communicate and provide directions in a clear, concise and professional manner in both verbal and written form

Front Desk Supervisor Resume Examples & Samples

Oversee the registering of guests, issuing of room keys, providing information on hotel services and room location, and processing payments for stay and all guest room move request according to The Arrabelle's Operating standards
Maintain a high level of professional apperance, demeanor and ethics in dealing both with guests, co-workers and subordinates
Assisting the Manager on Duty with guest issues and requests, assisting the Manager on Duty with guest issues and requests
Assist with training new and existing front desk agents on the check in and check out procedures adhering to standards and ensuring quality service, complies with all Resort policies, procedures and standards of operation
Plan and implement upgrade strategy for all next-day arrivals
Answer phones in a prompt and courteous manner with a pleasant, energetic voice, Utilize all guest profiles and names, and provide preferences accordingly, anticipate guests' needs, respond promptly and acknowledge all guests passing by

Front Desk Supervisor Resume Examples & Samples

Supervises Guest Services Support Staff in providing 24 hours a day, 7 days a week coverage
Coordinates registration functions and transportation for winter guests
Trains Front Desk/Concierge personnel by utilizing training programs established in conjunction with Aramark
Oversees front desk and concierges tasks to ensure world class service is provided in the following areas
Guest orientation of the local area
Proper telephone service technique and PBX operation
Handling of guest and employee mail, messages and special deliveries
Coordinating reservations for guest transportation
Familiarization with night audit function
Assisting all guests in any way possible including following up on guest concerns in a timely manner
Maintaining a limited supply of sundries, restocks as necessary
Issuing and monitoring safe deposit boxes
Opening and closing of support staff cashier banks
Design and implement training programs to ensure that all staff are well-versed on daily job functions, safety awareness, and Aramark policies and procedures
Responsible for ordering, storing and inventory of all supplies necessary to perform daily operations
Communicate closely with all departments to ensure a seamless guest experience
Perform any or all other duties as assigned by Guest Services Manager
Requires a positive attitude, strong work ethic, and a commitment to providing world-class service to the client, guests, and co-workers
A strong knowledge of computers is essential
Experience in all facets of providing guest services
Strong organizational abilities
Preferably two years in hospitality services or like environment performing like duties as Guest Services or Concierge’s supervisor
Must be able to read, write, and clearly speak English

Front Desk Supervisor Resume Examples & Samples

Ability to enforce hotel's standards, policies and procedures with Front Desk staff
Ability to prioritize and organize work assignments, delegate work
Ability to direct performance of staff and follow up with corrections where needed
Ability to motivate staff and maintain a friendly team
Ability to determine departmental training needs and provide such training
Ability to think clearly, analyze and resolve problems exercising good judgment
Ability to focus on details
Ability to suggestively sell available rooms
Ability to input and access information into system
Ability to remain calm and courteous communicating with problem guests or in difficult situations
Ability to show initiative and perform under pressure of any arrivals/departures within any given period of time according to standards
Ability to ensure security and confidentiality of guest and hotel information
Show knowledge of
Check Front Desk and storage areas for proper supplies, organization and cleanliness. Instruct designated personnel to rectify any cleanliness/ organization deficiencies
Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business
Ensure that current information on rates, packages and promotions is available at the Desk and that all staff is knowledgeable on such
Review the previous day's occupancy and room revenues; resolve discrepancies with Accounting
Track actual against budget
Ensure that staff reports to work as scheduled. Document any late or absent employees
Assign work duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations which compromise the department's standards and delegate these tasks
Conduct pre-shift meetings/line-ups with staff and review all information pertinent to the day's business
Inspect grooming and attire of staff; rectify any deficiencies
Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel
Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel to include Front Desk staff
Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist whenever necessary to help to lessen the pressure and to process the guest expediently
Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys. Handle guest reports on theft from safe deposit boxes according to hotel procedures
Monitor guest mail and ensure that it is processed according to procedures
Monitor and ensure that express check-outs are processed through the system correctly in accordance with hotel check-out standards
Monitor the staff's interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel
Assist staff with their job functions to ensure optimum service to guests
Promote positive guest relations at all times
Monitor and handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction
Ensure security of guest room access

Front Desk Supervisor Resume Examples & Samples

Previous experience working within a Front Office hotel environment in the 5 star/luxury market is essential
Having an experience in similar position for at least 12 months preferred
MICROS, OPERA, Guestware, Microsoft Office, FCS or telephone software and other related operating systems
Flexible and ability to work around the clock
Education or Certification
Good level of English essent
Be familiar with Hotel services, operational hours and ongoing promotions
Check House Count to establish selling strategy for the shift. Monitoring it regularly during shift and responding to any changes
Demonstrate and promote quality awareness amongst front office desk team. Seek ways to improve and maintain guest satisfaction scores for all front desk associates
Ensure all require reports are printed, performed and filed according to the standards
Supervise VIP and Marriott Rewards Elite member arrivals. Ensure meet and greet for Elite member
Ensure all guest requests are met and special requirements/preferences are taken into account
Ensure that all arrivals, departures, no shows, extensions, amendments and OPERA related matters are performed on a timely manner in order to avoid further confusion
Ensure that all concerned departments are informed in regards of room moves, no-shows, early arrivals, special requests, repeat guests or other guest preferences
Be familiar and promote Marriott Rewards Program and encourage all front office associates in order to achieve monthly target
Supervise accurate and thorough Bucket Check
Encourage all associates to keep working areas clean and tidy

Front Desk Supervisor Resume Examples & Samples

Assign work and supervise team member performance in all Front Desk procedures including, but not limited to, guest check-in and check-out, lobby traffic and flow, luggage assistance, telephone operator services and determining room rates and availability
Respond to guest inquiries and resolve issues and complaints in a timely, friendly and efficient manner
Support and assist team members in handling guest inquiries and requests and in resolving guest complaints
Schedule, assign daily work, lead pre-shift meetings, inform and train team members

Front Desk Supervisor Resume Examples & Samples

Assist with the overseeing of the entire Front Office operation to maintain high standards
Seek Guest feedback and make operational improvements
Ensure regular and important Guests are recognised and that the Reception department operates with a sales attitude and promotes the hotel brand's loyalty scheme
Set Reception departmental targets and objectives, work schedules, budgets, policies, and procedures
Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
Maintain good communication and working relationships with all hotel departments
Assist in the recruiting, managing, training and developing the Reception Team
Assist with other departments, as necessary
Experience of managing people and developing people
Excellent leadership, interpersonal and communication skills
Accountable and resilient
Flexibility to respond to a variety of work situations
Familiar with Property Management Systems

Front Desk Supervisor Resume Examples & Samples

At least 1 year of previous supervisory and / or management experience in a hotel operations department
At least 6 months of Front Desk experience
Strong judgment skills
Work varied shifts, including weekends and holidays
High School diploma and equivalent

Stanford Guest House Front Desk Supervisor & Group Coordinator Resume Examples & Samples

Demonstrates excellent problem solving and decision making skills to effectively solve and respond to complicated requests
Excellent customer service experience and a proven ability to meet performance standards
Ability to communicate effectively in English both verbally and in writing with individuals and groups of diverse backgrounds
Ability to work independently and as a member of a team
Excellent attention to detail and accuracy

Front Desk Supervisor Resume Examples & Samples

Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following
The Front Desk Supervisor is required at all times to set a high example in regards to punctuality, appearance, attitude, leadership, guest relations, observance of Hotel Policies and Procedures, loyalty to management and interdepartmental cooperation
Supporting company and hotel policies and procedures including the promotion and participation in JDP, LQA, Colleague Engagement, Health and Safety and GSI initiatives
To use discretion and tact when dealing with guest problems or complaints in an efficient and professional manner without detriment to the Hotel and/or its reputation
To advise the Director of Rooms of any matters relating to guests, their welfare and behavior as considered desirable for various reasons
Ensuring at all employees within Front Office are fully aware of the daily inventory, yield and revenue management, and sell rates
Attend to all guest complaints immediately and initiate follow up. It is imperative that all guest complaints are dealt with promptly in order to attain Guest satisfaction and the protection of the Hotel’s Interest
In all incidents, provide management with reports and recommend actions to avoid repetition of any incident, accident theft, complaints etc
Ensure maximum safety for guests, patron and employees during emergencies. The protection of hotels interests must be the major concern
To be fully trained in emergency procedures and to assist in carrying out any practice drills
Make regular rounds of the Hotel to ensure smooth operations in all areas
Supervision of Front Desk colleagues, assisting in check in and checkouts
Perform any other related duties assigned to him/her by the Director of Rooms
An unbiased report must be sent to all concerned at the completion of the shift
The Front Desk Supervisor is responsible for the smooth operation of the hotel. He/She must make decisions on all matters involving guest contact with hotel colleagues. In absence of the Director of Rooms He/She has full authority to make decisions concerning Front Office
Knowledge of Fidelio, Opera CRS; Opera PM; Opera Sales & Catering; MS Outlook; Word; Excel; Power Point; Meeting Matrix
Minimum of two-year previous Front Office supervisory experience
Highly organized, career and result oriented with the ability to be flexible with hours, days off, assignment and additional duties
Must be able to work well under pressure in a fast paced and constantly changing environment
Excellent written and verbal interpersonal and communication skills
Must be strong team player with proven leadership, development and delegating skills
Highest guest service skills, talent and knowledge with the vision and ability to lead employees to excellence
Diploma in Hotel management an asset
Previous International experience essential
Second or third language an asset

Front Desk Supervisor Resume Examples & Samples

1-2 Years of Front Desk Supervisor position or role
3-5 Years of Front Desk Agent Experience
OnQ PMS preferred

Front Desk Supervisor Resume Examples & Samples

People Management and Training: Responsible for interviewing, hiring, coaching, and development of front office associates. Evaluates staff performance and coaches to ensure standards are met. Works in conjunction with manager to deliver discipline/corrective action and make termination decisions. Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing employees. Ensures all required training for department employees is completed and training records are maintained. Analyzes quality issues, identifies training needs, suggests changes and ensures implementation to improve results. Utilizes available resources and adheres to training policies. Promotes collaboration and positive, professional work environment
Self/Workload Management: Attends all daily, weekly and/or monthly department/hotel meetings to ensure proper communication/planning occurs. Must have high attention to detail, good communication skills and leadership ability. Must have excellent organization skills, a high degree of creativity to facilitate efficient problem solving. Must be able to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines Adheres to all Standard Operating Procedures
Safety/Risk Management: Conduct routine inspections of front desk operations to maintain standards for local, state and federal regulations. Ensures a clean and safe work environment, and follows all procedures for guest/employee incidents
3+ YEARS PRIOR HOTEL FRONT DESK EXPERIENCE IS REQUIRED!
Previous hotel front desk supervisor experience is preferred
Must have the flexibility to work days, nights, weekends and holidays
Advanced knowledge of Microsoft Office
Stand, sit, or walk for an extended period of time or for an entire shift
Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance on an occasional basis
Good telephone etiquette skills
Maintain a professional appearance and manner at all times
Must be willing to “pitch-in” and help co- workers with their job duties and be a team player
Basic mathematical skills and ability to make accurate mathematical calculations
Ability to effectively deal with guest and employee concerns in a friendly and positive manner
Above average communication skills, both verbally and in writing
A guest and associate focus that will inspire others to do their best and exceed guest expectations
Must have the ability to communicate in English

Front Desk Supervisor Resume Examples & Samples

To become attached strictly to the operation expenses established to ensure that the costs are controlled
Maximize the labor force with all the departments to ensure the use of all the resources
Ensure that all services are correctly charged and applied in the respective account
Monitor, control and verify that all transactions are inserted in the system and they all finish its normal process during each shift
Appropriated handling of the company’s values, following precise the accounting policies and procedures
Ensure that all departments work providing an efficient, professional and flexible service, all the time according to Rosewood Mayakobá standards
Have the knowledge and the skills to supervise, correct and perform all the tasks assigned to the work area
Ensure that the whole work area is always clean and all the employees help to keep it that way
Become attached to the service standards established
Assign tasks to the front desk agents and evaluate constantly their performance
Be aware of all work areas, especially during days with a high occupancy
Ensure the front desk is fully stock with all the supplied needed for the daily operation
Lead a briefing with the team before each shift starts
Handle all suggestions and guest complains in a courteous and efficient manner, report them to the Front Desk Manager, in case of not having the solution for the guest complain, ensure guest is receiving assistance from the right person
Establish a friendly relationship with all the guests
Ensure all front desk agents establish a friendly relationship with the guests too
Ensure that all the employees have a professional, warm and sincere image
Assist guest during the check in process
Be aware of the emergency procedures
Coordinate satellites check in (organize schedule, staff and set up)
Ensure suites are Inspected before to take guest to their suites during the Check in
Anticipate guest needs, answer as quickly as possible and recognize all the guests
Have a complete knowledge of the outlets, their services and schedules
Be aware of the arrivals status, coordinate amenities, if necessary
Have a full knowledge of the suite types, location, rates, promotions and packages
Know the occupancy per day, number of arrivals, departures, availability, VIP´s and groups in house
Do all additional tasks that are not listed in this job description and that are requested by supervisor or manager related with the front desk department
Identify the training needs and create training programs
Ensure all front desk agents have the training and skills to provide a service according the Rosewood standards
Ensure all front desk agents clock in on time, wearing the appropriate uniform, clean and complete
Keep the training manual updated
Cover the front desk agent’s meals time
Ensure all the front desk agents have a full knowledge and understanding of the hotel rules and regulations
Keep a professional relationship with the rest of the department’s employees
File each written warning or unattendance
Control and register the daily front desk agent’s attendance
Apply internal audits to ensure that all standards are kept in every transaction or guest interaction
Ensure that the lobby area and the heart of the house is always clean, organized and in perfect shape
Assist the engineering, housekeeping and reservations departments, with the room’s assignation in case of the suites that need maintenance
Assist all front office operation including other departments (Concierge, Bellman, Bots, and PBX) besides the front desk if needed
Use a binnacle for the department and keep an appropriate registration of the operation

Front Desk Supervisor Resume Examples & Samples

Two years of previous hotel experience required
Previous background from the extended stay industry preferred
Professional verbal and written communication skills
Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred
Experience with Microsoft Office and Opera systems required
Carrying, lifting or pulling items weighing up to 50 pounds
Will be required to work mornings, evening, weekends, and holidays

Front Desk Supervisor Resume Examples & Samples

Manage the process and assist agents and guest with the check-in/check-out process
Manage the process and assist agents and guest with concierge services, such as booking of shows, tours, restaurant reservations, etc
Create work schedules for desk agents, maintain staffing levels and coordinate daily breaks
Anticipate guest’s needs, respond promptly and acknowledge all guests
Handle customer issues by following the recovery procedures and ensuring guest satisfaction
Develop training program for Front Desk Agents
Develop Front Desk department policies, procedures and SOP’s
Provide superior customer service to all internal and external customers in compliance with the Sands’ Standards of Steel Customer Service Standards
Possess a working knowledge of all department and company policies and procedures and Rules of Conduct and must enforce the same
Manage staff and organize department functions in accordance with company guidelines
Delegate tasks and department assignments or projects, meeting deadlines related to those assignments
Direct others in completion of a task or assignment. Render advice, and provide expertise or judgment based on information gathered, studied, analyzed or reviewed
Arrange timeline to complete tasks and department assignments or projects, and meet the deadlines related to those assignments
Evaluate information to render an opinion or take action based on that information that will impact the department or function
Focus on achieving the goals or objectives of the department using available resources (staff and budgetary)
Evaluate the schedule or timelines related to the completion of assignments, while maintaining service and/or product quality
Develop staff skills to enhance department effectiveness and manage resources to eliminate excess cost or unnecessary expenditures
Interview and make recommendation of candidates for new hire
Determine if and/or when policy or procedural infractions by Team Members occur and issue the appropriate level of progressive discipline
Responsible for the timely evaluation of all direct reports and conducting introductory period and annual performance reviews
Maintains an open door policy and addresses all team member issues and/or concerns in a timely manner
Develop a working knowledge of all PGCB rules, regulations and Internal Controls applicable to your position
Must read and understand the Sands Compulsive and Problem Gambling Plan with regards to how to conduct business in this position and specifically the regulations prohibiting service to minors and/or intoxicated persons
Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; adherence to the company’s status quo third party representation philosophy; compliance with company policies, legal requirements and collective bargaining agreements

Franchised Front Desk Supervisor Resume Examples & Samples

Ensure excellence in guest service
Maintains Brand standards of the front office areas and ensure that standards are met
Train staff in all aspects of front desk and guest service
Administers guest satisfaction inspection procedures and reports. Empowers hotel staff to deliver great guest service by encouraging responsiveness to guest needs
Maintains key control and lost-and-found, and ensures staff is trained to follow correct procedures for both
Plans work schedules and prepare weekly schedules
Regular ongoing monitoring of staff to ensure they adherence to pre-established policies and procedures; delegation of duties; property inspections; and willingness and ability to engage in effective communication with management, peers, and associates
Clear, concise written and verbal communication skills, along with the ability to sell concepts and ideas to management, peers, and associates. The ability to lead by example to build morale and spirit. Communicate goals and objectives and inspire associates to achieve those goals
Uses a hands-on approach to management and holds team members accountable. Finds ways to cut problems and improve the guest experience

Franchised Front Desk Supervisor Resume Examples & Samples

A Minimum of 1 years’ experience as an Front Desk Supervisor in a 4 or 5 star hotel of no less than 150 guest rooms (5 star an advantage)
Considered candidates shall be worked in a leadership position within a recognizable luxury hotel brand
A strong, yet positive leadership style
Organized and an ability to prioritize their work
An excellent level of written & verbal Italian & English languages
Has an immaculate level of personal grooming & hygiene

Hotel Front Desk Supervisor Resume Examples & Samples

Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
Must be able to properly deal with and promptly resolve integrity issues
Must be dedicated to and takes initiative for understanding and exceeding customer expectations

Front Desk Supervisor Resume Examples & Samples

Supervise Front Desk operations, specifically related to check-ins, check-outs, call handling and reservations, room deliveries and a range of guest needs, including in-house and local area directions and information
Utilize computer competencies to learn the property management systems effectively, become a property expert on the system, and train front desk agents
Provide on-going training for all three shifts, including Night Audit, and coach for results
Coordinate room availability to maximize sales opportunities, up-sell and/or upgrade guests, and ensure all guest charges are correctly billed
Maintain information about group events and food & beverage times, menus, etc
Assist guests with service or product challenges
Coordinate and oversee Activities department
1 to 3 years supervisory experience in a hotel
Knowledge of principles, values and processes for providing superior guest service
Ability to project a professional, friendly and courteous image to guests
Ability to work quickly and efficiently in a fast-paced environment
Ability to work under pressure and handle multiple tasks with a high level of attention to detail
Strong communication skills, including listening skills, with the abililty to communicate with guests and coworkers
Must be able to work all days and shifts

Front Desk Supervisor Resume Examples & Samples

High school diploma or equivalent and/or experience in a hotel or a related field preferred
Computer experience required
Must have a valid driver's license
Wyndham Hotel Group is proud to be an Equal Opportunity Employer (M/F/D/V)

Guest Services / Front Desk Supervisor Resume Examples & Samples

At least 2 to 3 years of progressive experience in a hotel or a related field required
College course work in related field helpful
Must have a valid driver's license for the applicable state

Front Desk Supervisor Resume Examples & Samples

Checks in guest in an efficient and friendly manner, using guest name whenever possible. Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room. Issues correct keys to the guest. (20%)
Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction. (20%)
Resolves customer complaints, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone. (20%)
Maintains a balanced bank assigned by the hotel. Makes change, cashes checks, exchanges foreign currency. Reconciles all transactions at the close of each shift. (10%)
Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Can answer guest calls and direct them appropriately in the absence of a Communications Operator. (5%)

Front Desk Supervisor Resume Examples & Samples

Daily house counts and expected arrivals/departures
Scheduled in-house group activities, locations and times
Access all functions of the computer system
Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such
Monitor revenues derived from telephone, garage and sundries. Track actual against budget
Monitor expenses (telephone, cost of sales, supplies, T/A commissions and labor). Track actual against budget
Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts
Assign work duties to staff
Conduct pre-shift meeting with staff and review all information pertinent to the day's business
Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel to include Front Desk staff, Bell/Door staff, PBX staff, Reservations staff and Concierge staff
Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently
Monitor communication logs and ensure that guest requests are addressed
Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys
Contact newly registered guests after check-in to establish guest satisfaction; resolve any dissatisfaction immediately
Document each call according to procedures
Contracted banks
Shortages/overages
Late charges
Adjustments
Making change for guests
Cashing personal/travelers checks
Payment methods/processing
Settling accounts
Cashier reports
Dropping receipts
Securing banks
Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures
Assist staff with expediting problem payments
Audit surrounding area hotels daily for status of rooms, rates, discount rates and packages. Maintain current list of available locations for walk situations
Anticipate low occupancy periods and coordinate blocking of rooms with Executive Housekeeper to maximize labor costs, deep cleaning and maintenance of rooms
Review the arrival report for accuracy and completeness. Check printed registration cards against information on arrival report; rectify any deficiencies with respective personnel
Ensure that all VIPs are pre-registered according to standards. Monitor VIP arrivals; greet and escort them to their room
Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns
Print special request report and block according to specifications
Balance room types daily
Print credit check report and review status of each account. Follow up on accounts beyond approved credit limits
Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures
Print and review masters for departed groups; check accuracy and distribute to Accounting. Review flag reports and follow up accordingly
Coordinate delivery time of amenities with Room Service, ensuring timely delivery
Review requests for late checkouts and approve according to occupancy. Communicate this information to Housekeeping
Review limousine request forms and chart information on booking calendar. Ensure that all pick-ups have room reservations and that all departures are still in-house; reconfirm departure times with in-house guests
Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory
Print report on discrepant rooms, research discrepancies and enter current status accordingly
Complete an inspection of all guestroom floors, public areas and restrooms daily and rectify deficiencies with respective departments
Complete bucket check nightly
Ensure that designated hotel entrances are locked at specified times
Maintain awareness of undesirable persons on hotel premises and escort off property. Contact Security where necessary
Ensure all closing duties for staff are completed before staff sign out
Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees
Foster and promote a cooperative working climate, maximizing productivity and employee morale
Prepare and submit daily/weekly payroll records
Complete work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs
Document pertinent information in department logbook
Complete all paperwork and closing duties
Review status of assignments and any follow-up action with on-coming Supervisor

Front Desk Supervisor Resume Examples & Samples

Register Guests and assign rooms
Accommodate special requests whenever possible
Assist in preregistration and allocation of rooms
Thoroughly understand and adhere to proper credit and cash handling policies and procedures
Understand room status and room status tracking
Know room locations, types of rooms available, and room rates
Use suggestive selling techniques to sell rooms and to promote other services of the hotel
Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests and day use rooms
Possess a working knowledge of the reservations department
Know how to use front office equipment
Process Guest check-outs
Handle cash and balance cash at the end of the shift
Develop a strong knowledge of the hotel’s facilities and services and of the surrounding community
Provide exceptional concierge information to our Guests about local and area attractions, restaurants, theatres, special events, tickets, confirmation and other available services
Arrange secretarial and other office services if requested by Guest
Coordinate Guest’s requests for special services with the appropriate department
Communicate strongly and effectively with all other departments, highlight Front Desk requirements to ensure proper level of service to our Guests
Handle Guest complaints and solve problems
Use proper telephone etiquette
Use proper mail, package, and message handling procedures
Establish and maintain communication with all Front Desk staff on a daily basis
Be a constant presence in Front Desk, ensure that all Guests are greeted in a courteous manner and are made to feel welcomed at all times
Maintain the cleanliness and report deficiencies in the department and knowledge of all safety and emergency procedures
Report any unusual occurrences or requests to the manager or assistant manager
Train new Colleagues and supervise Front Desk Colleagues on daily duties
Participate in the orientation, meeting, and training process of all Colleagues assigned to Front Desk
Understand that business demands sometimes make it necessary to move Colleagues from their accustomed shifts to other shifts
Perform supervisory duties or special projects at the direction of Front Desk Manager
Minimum of one year previous experience in Front Desk or Guest Services at supervisory capacity
Extensive knowledge of Front Desk policies and procedures
Excellent written and verbal communication, interpersonal and leadership skills
Self motivation and organizational skills with the initiative and ability to complete projects in a timely manner and then proven ability to work well under pressure
Goal and result oriented with the ability to be flexible with hours, days off, assignment and additional duties
Demonstrate a commitment to provide warm, anticipative service to exceed the needs and expectations of our discerning Guests
Highest Guest service orientation with the ability to lead team members consistently to achieve goals
Must be strong team player
Professional in presentation and demeanor
Knowledge in a second or third language would be an asset
Must be sales minded
Operational knowledge and proficiency in Opera, Excel and Words
Diploma in Hospitality Administration would be an asset

Front Desk Supervisor Resume Examples & Samples

Ensure smooth check-in and check-out of all guests, through properly handling guest accounts
Deal with any guest requests and problems and satisfy their needs within acceptable guidelines
Be prepared to perform all front desk functions, including AYS, Concierge and guest relations
Lead by example: Provide a gracious and aggressive hospitality towards all customers. Be highly familiar and adhere to all policies, procedures and standard
Assist all associates with questions and problems which might occur
Act empowered and empower your associates to provide excellent service
Be a problem seeker and solver
Ensure that work is area is always clean, neat and organized
Plan meetings on a monthly basis and conduct them
Ensure that all supplies are well maintained
Bank out cashiers at the end of each shift
Review discrepant rooms regularly
Ensure that all VIP guests are identified, recognized, pre-blocked and special treatment is brought to the room
Review the credit report and take the appropriate action to resolve all problems
Ensure that O-status and H-status do not carry any unusual outstanding balances
Complete work or special projects as assigned and make sure to meet due dates
Work together with staff on the same level, train and retrain on aggressive hospitality skills, technical skills and communication skills
Know how to hire, train and develop staff
Have knowledge about sales strategy, packages, promotions, discounts and know how to handle these and how they relate to other departments
Develop a thorough knowledge of the products, including hotel rooms, type of rooms, amenities, services of hotel, etc
Be able to work according to a budget, keep constant eye on staffing level and control costs as much as you can
Use your PMS password with discretion; always log off terminal when not working. Control that all associates are also doing that

Front Desk Supervisor Resume Examples & Samples

Experience: Minimum two years’ experience as a Front Desk Agent for a luxury or ultra-luxury property
General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data
Technical Skills: Familiarity with yield management and cost controls; ability to suggestively sell available rooms; ability to input and access information into system; ability to remain calm and courteous with demanding/difficult guests; ability to perform job functions to standards under pressure; ability to ensure security and confidentiality of guests; ability to work without directs supervision
Physical Requirements: Must be able to exert physical effort in transporting 20 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding

Front Desk Supervisor Resume Examples & Samples

Provides guidance and leadership to Guest Service associates as the Front Desk Supervisor ensuring consistent quality customer service is delivered
Minimum of one year of previous hotel front desk experience
Previous leadership/supervisory experience in a professional environment
Must have open availability to work 7 days a week and holidays, and be available to work 1st shift (7am-3pm) and 2nd shift (3pm-11pm)
Previous supervisory/management experience of 1 year or more is preferred
Hilton OnQ systems experience is preferred
Can communicate well with guests
Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
Ability to observe and detect signs of emergency situations
Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated

Front Desk Supervisor Resume Examples & Samples

To handle the booking and reservation duties and to resolve issues if there are any complaints
To work as per the instructions given by the front office manager and to organize and coordinate all the front office duties
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
Develop a thorough knowledge of the properties, their rooms and amenities ·
Count the cash drawer on required shifts, handle cash and give change; balance cash, credit card and check payments with the nightly audit. Possess knowledge of credit card and check cashing policies and adhere to them. ·
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
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
Be able to work various shifts, weekends and holidays; be flexible with scheduling and assist co-workers with scheduling conflicts whenever possible; be on time for scheduled shifts
Takes responsibility in the absence of the Front Office Manager
As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team
2-5 years of hotel Front Office and Supervisory experience is required
Must be able to read and write to facilitate the communication process.Requires good communication skills, both verbal and written
Must possess basic computational ability
Must be able to stand and exert well-paced mobility for up to 4 hours in length
Must have High School Diploma
Little or no traveling required (less than 10%)
Lifting 20 pounds maximum with frequent lifting and/or carrying objects weighing up to 10 pounds

Front Desk Supervisor Resume Examples & Samples

Body & Soul, the service attitudes model developed by Pullman
Welcomer, Quality & Attitude Manager, Event Manager - some of the new Pullman professions
A Pullman “school” of leadership, focusing on creativity

Franchised Front Desk Supervisor Resume Examples & Samples

Assisting staff with expediting problem payments (e.g., problems processing credit card)
Following up with guests regarding satisfaction with guest-related issues
Processing all guest check-ins by confirming reservations, assigning rooms, and issuing and activating room keys
Processing all payment types such as room charges, cash, checks, debit, or credit
Setting up accurate accounts for each guest upon check-in
Anticipating sold-out situations and obtaining satisfactory alternative accommodations when the property cannot accommodate guests with reservations
Blocking rooms in the computer and identifying designated requirements and requests
Contacting appropriate individual or department (e.g., Engineering, Housekeeping) as necessary to resolve guest calls, requests, or problems
Coordinating with Housekeeping to track readiness of rooms for check-in
Balancing and dropping receipts according to accounting specifications
Assisting management in training, motivating, and coaching employees, and serving as an effective role model
Anticipating and addressing all guests' service needs
Developing and maintaining positive working relationships with staff members as well as guests
High school diploma or GED; college degree, a plus
Minimum 2 years relevant experience; previous hospitality experience, preferred
Excellent telephone and customer service skills
Ability to maintain the highest degree of confidentiality
Computer and technology proficiency (e.g. tablets, iPads)
Ability to sit or stand for extended periods of time
Ability to work long hours as needed
Ability to maintain a professional appearance and demeanor

Franchised Front Desk Supervisor Resume Examples & Samples

Handle guest check-ins and check-outs efficiently and in a friendly and professional manner
Supervise desk clerks and work load during shift. Complete shift check-lists as specified
Run accurate room status reports in a timely manner and relay necessary information to effected departments and individuals
Update daily group information; maintain and be familiar with future group files. Monitor and prepare group requirements and relay necessary information to effected departments and individuals
Print cashiers report and verify balances. Verify all banks and deposits accordingly
Monitor key control to maintain hotel security
Respond to guest questions regarding the hotel. Know the lay out of the hotel including all suites, parlors, meeting rooms and all outlets' location and hours of operation
Maintain good working relationships and open lines of communication with all other departments
Train, cross-train, and re-train (when necessary) all Front Desk Personnel
Assist Front Desk and/or Front Office Manager when necessary

Front Desk Supervisor Resume Examples & Samples

Supervisory – lead, train and support front desk agents in daily/weekly/monthly duties
Act as Manager-on-Duty during morning, afternoon and/or overnight shifts to support the management operation
Quickly and genuinely process guest check ins and outs within Four Seasons standards
Motivate front desk agent team with fun and light-hearted competitions and other interactive activities
Communicate all relevant guest and group activity to proper internal parties
Run daily reports
Ensure special touches by all members of Front Desk team
Take incoming reservation calls
Viable candidates musthave a minimum of one year experience in a supervisory role in an upscale/luxury environment
Knowledge of property management systems required. Opera and Delphi knowledge preferred
Assertive individuals with experience in handling internal and external conflict are preferred
Candidates with a degree in hospitality, or similar, are preferred
Ability to quickly and positively establish rapport is required
Above average communication skills - both written and oral - are required
Current Four Seasons employees, bilingualcandidates and those with prior experience in a luxury hotel/environment will receive priority consideration

Front Desk Supervisor Resume Examples & Samples

Only candidates holding valid work authorization for the US will be considered for the position.*
Derive a sense of pride in work well done
Be recognized for excellence
We pay a very competitive salary in Miami and offer a robust benefit plan

Front Desk Supervisor Resume Examples & Samples

Supervises Guest Services Support Staff
Trains Front Desk personnel by utilizing training programs established in conjunction with Aramark, and client
Oversees front desk tasks to ensure world class service is provided in the following areas
A strong knowledge of personal computers is essential

Front Desk Supervisor Resume Examples & Samples

Check guest in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established
Maintain and improve the quality of the guests experience
Process all payments according to established hotel requirements
Provides prompt, courteous and efficient handling of all incoming calls and assistance for outgoing calls that transpire through PBX
Play an integral part in assisting with emergencies, (fire, medical, power/system failure) by contacting the designated personnel for immediate assistance and following designated roles of printing necessary reports
Assist guest services, safety services, housekeeping, and engineering team with accommodating guest and request
Creates a work environment that promotes teamwork, recognition, mutual respect and employee satisfaction
Maintain confidentiality of all guests
Maintain and organize Site Inspections by keeping detailed records of when site inspections are to occur, selecting rooms and communicating to necessary department heads
Maintains and controls safe while on duty, keeping detailed records of all transactions
Provides new hires with adequate training and ongoing training for all other front desk employees
Provide lateral support to retail team by assisting with manager overrides, discounts and returns
Works diligently at continuously working with Front Office Manager on operation improvements
Completes audits on Front office Checklist and ensures they are being completed on a daily/shift basis
Performs other job related duties as assigned
Financial
Development
People

Front Desk Supervisor Resume Examples & Samples

Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information to resolve conflicts
Basic mathematical skills and considerable skill in the use and operation of a calculator to prepare moderately complex mathematical calculations without error
Ability to see and hear in order to observe and detect signs of emergency situations

Front Desk Supervisor Resume Examples & Samples

Effectively handle incidents and guest concerns in a timely professional manner to ensure high levels of guest satisfaction. Alert management team of potential serious issues
Ensure quality assurance standards of hospitality are provided to all members, owners, and guests on property and/or via telephone
Check in arriving guests and check out departing guests
Perform property and room inspections
Ensure department policies and procedures are being followed in regards to billing reconciliation
Monitor progress and completion of work assignment by Front Desk team members
Make recommendations to management regarding development and corrective action of team members
A minimum of six (6) months of experience in the customer service field required
Ability to take initiative and effectively adapt to change
Cash handling skills (the ability to count currency, make and count back change)

Front Desk Supervisor Resume Examples & Samples

Helps the Front Office Manager and his/her Assistant organise and manage the team, perform administrative tasks and coordinate with the other departments
Supervises the work of the receptionists under his/her responsibility, ensuring synergy and complementarity with Guest Relations Managers
Ensures that guests have a smooth running stay
Organises the welcome and care provided by the team under his/her responsibility

Hotel Front Desk Supervisor Resume Examples & Samples

Prioritize and delegate daily work responsibilities to front desk staff
Train and guide front line staff to provide quality customer services
Manage staffing schedules, shift changes, payrolls, and labor costs
Resolve guest issues and enquiries to ensure guest satisfaction
Identify process improvement to achieve financial and service goals
Plan shift schedule and duties based on business forecast
Supervise the billing and cash processes to ensure compliance with company standards
Provide feedback to the team members on their performances and improvements
Monitor and control expenses within the allotted budget
Supervisory experience helpful
Demonstrated knowledge of front desk operations
Knowledge of shuttle and transportation programs in a hotel/casino environment

Front Desk Supervisor Resume Examples & Samples

10 %
Perform other duties as assigned by Director or Assistant Director
Complete daily checklists of duties, to assure that appropriate reports are filed, and use analysis and judgment skills when preparing room discrepancy report
Pre Register all VIP’s and Hilton Honors Reservations so that the rooms may be inspected, and at the same time to ensure amenities are delivered to the correct rooms
Transmit daily HHonors and airline bonus mileage accounts
Prepare daily forecast of expected arrivals and departures using analysis and judgment skills
Operation of office equipment such as facsimile and photocopier as needed
Respond promptly to guest requests for a supervisor of manager

Front Desk Supervisor Resume Examples & Samples

Lead and supervise the Front Desk team while ensuring all service standards are followed
Handle guest concerns and react quickly, logging and notifying proper departments
Attend regularly scheduled departmental meeting
Assist in managing the departmental budget and scheduling Colleagues accordingly
Assist guests regarding hotel facilities in an informative and helpful way
Follow all safety policies
Previous leadership experience in front office preferred
Previous Property Management System experience required
Computer literate in Microsoft Window applications preferred
Must be able to type 25 words per minute
University/College degree in a related discipline an asset
Ability to work cohesively as part of a team

Front Desk Supervisor Resume Examples & Samples

Achieve positive outcomes from Guest queries in a timely and efficient manner
Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
Follow company brand standards
Assist other departments, as necessary

Front Desk Supervisor Resume Examples & Samples

Oversee the daily operation of the Front Office, including Front Desk Agents, Rooms Control, PBX Operators, Bellstaff and Gate Attendants.The Front Office Supervisor will be required to assist guests with check-in and out as well as giving support and assisting the Front Desk staff with any questions or guest situations
Greet and welcome owners/guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Accept payment for guest accounts at check in and check out. Promote the Hilton Grand Vacation services and provide recognition and benefits to all present members
Responsible for training and direction of new department Team Members. Ensure all Front Office quality standards are complied with and that all policies and procedures are consistently applied. Provide ongoing training and support to Front Desk Agents, Bellstaff, Gate Attendants, PBX Operators and Rooms Controllers
Maintain a house bank and make a deposit and accurate report of receipts daily
Supervise the front desk agents, ensuring the correct sequences of events for proper registration and check out of guests
Assign specific tasks to subordinates relative to credit, missing addresses, registration cards, posting charges, and overall cleanliness and organization of the front desk. Post miscellaneous charges as requested
Maintain a daily log of all guests’ opportunities with corrective action steps. Follow up on any unresolved situations in a timely manner and pass on appropriate information to other Manager/Supervisors for handling
Follow-up on credit opportunities during each shift
Regular attendance in conformance with the standards, which may be established and revised by HGVC from time to time, is essential to the successful performance of this position
Ability to read, analyze and interpret complex documents. Ability to create and interpret business communications and reports. Minimally intermediate computer skills. At minimum basic mathematical skills
Highly skilled in solving practical problems, using good judgment to deal with a variety of variables in guest and business situations. Excellent interpersonal and service skills. Ability to resolve conflict, think on their feet, influence and mentor others
High school/GED
Associate's Degree/College
Voice Certified
3+ Years of related experience
Prior management/supervisory experience

Front Desk Supervisor Resume Examples & Samples

1-2 years experience at the front desk in a full service establishment
1-2 years hospitality industry experience
3-5 years experience at the front desk in a full service establishment preferred
3-5 hospitality industry experience preferred

Front Desk Supervisor Resume Examples & Samples

Team Member of the Hilton Go program with discounted staff rates all over the world and discounts on F&B items
Access to Hilton University training, offering more than 3000 learning programs
Worldwide career development opportunities

Front Desk Supervisor Resume Examples & Samples

May serve as Manager-on-Duty in the absence of the General Manager and Assistant General Manager
Ensure guest lost-and-found items are treated with care, reported and stored according to company policies
Previous hotel or customer service experience is required; prior supervisory experience preferred
Must be able to work with and secure sensitive and/or confidential material and information
Must be able to properly and confidently operate basic office software, machines and devices including computers, company issued hand-held electronics, copier, printers, etc
Must be self-motivated and able to work with little or no supervision, responding to and handling unfamiliar situations with little supervisory guidance

Hotel Front Desk Supervisor Resume Examples & Samples

Assist the General Manager with preparing Guest Experience Maker work schedules and ensuring staff adheres to schedules. Adjust schedules as needed to meet business needs
Perform assigned administrative duties such as daily reports, credit card reversals, bank deposits, accounts receivables, travel agent research, lost and found, rooming lists, office supply inventory, safety committee, etc
Advise and consult with General Manager in situations of poor employee performance and/or improper employee behavior that may require counseling and/or discipline
When applicable for a specific property, book group functions and meeting room space
Sense and respond to all guest concerns or requests in a manner which leaves the guest feeling assured and optimistic about staying with La Quinta again. Resolve escalated issues in a timely and appropriate manner and notify the hotel manager of any unresolved concerns to ensure proper follow-up. Properly record guest concerns using the Problem Resolution Log. Prepare timely and accurate Maintenance Work Orders, following up as needed. Process 100% Satisfaction Guarantee requests according to policy
Stock and restock breakfast items such as food, drink and supplies as necessary to ensure guests have a consistent selection of items which are displayed in an appealing, clean and organized manner consistent with company standards, food handling guidelines and regulations. Ensure eating area is clean and inviting at all times

Front Desk Supervisor Resume Examples & Samples

Conducts shift briefings to ensure hotel activities and operational requirements are known
Supervise front office operations during assigned shift including
Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers
Work with your Line Manager to ensure the departmental performance of staff is productive
Gain understanding of the departmental goals and support your Line Manager to achieve these targets
Recycle where-ever possible and enforce cost saving measures where appropriate
Perform all tasks as directed by the Manager in pursuit of the achievement of business goals

Front Desk Supervisor Resume Examples & Samples

Previous guest service and supervisor experience, preferably in a hotel
Must have schedule flexibility with both AM and PM shifts, weekends and holidays
Ability to learn quickly and ability to work in a fast paced position with guest interaction
Strong command of the English language: speaking, reading and writing

Front Desk Supervisor Resume Examples & Samples

Demonstrates leadership traits including effective communication, supervisory skills, and the ability to manage workflow
Able to use authority, knowledge and judgment to effectively respond to complicated requests
Ability to learn policies and procedures and correctly provide that information to customers and use information to make sound decisions
Strong computer skills such as Microsoft Office (Outlook, Word, Excel, and PowerPoint)

Front Desk Supervisor Resume Examples & Samples

To use your supervision skills effectively to encourage and motivate staff
To monitor guest service personnel constantly, ensuring that at all times
To maintain a reputation of the Hotel in relating to guests or visitors
Responsible for providing services and handle guest requests with efficient and courteous manner at all times

Front Desk Supervisor Resume Examples & Samples

Holds diploma/certificate in Hospitality or Tourism Management
Good skills of the English and Cantonese or Mandarin languages. Preferably foreign language ability
3 years guest contact area experience in a Hotel of which at least a year in Supervisory Level
Must be service oriented and be able to maintain Four Seasons standard hospitality at all times
Good knowledge and very familiar with Opera system
Good finance knowledge
Previous concerned working experience is preferred, but can be replaced by general good attitude and appearance and with potential to easily learn the skills
Strong managerial and supervisory skills
Checks in guest in an efficient and friendly manner, using guest name whenever possible. Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room. Issues correct keys to the guest
Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction
Resolves customer complaints, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone
Maintains a balanced bank assigned by the hotel. Makes change, cashes checks and exchanges foreign currency. Reconciles all transactions at the close of each shift
Works harmoniously and professionally with co-workers and supervisors
Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Bell Staff, Business Center, and lobby coverage
Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service

Front Desk Supervisor Resume Examples & Samples

Being attentive to guests,
Accurately and promptly fulfilling guests requests,
Anticipate guests needs,
Maintain a high level of knowledge which affects the guest experience,
Greet guests at all times in a friendly and helpful manner and attempt to learn and use guest’s name at every opportunity
Ensure all measures are taken so as to guarantee that guests depart from the hotel with a positive impression of hotel services
Attend to guest’s complaints, inquiries and requests, refers problems to Assistant Manager if he/she unable to assist
Take personal interest and pride to ensure that the front office and desk area is kept clean and in an orderly state at all times
Handle Group Check In when necessary
Must ensure high recognition of IHG Rewards Club and Ambassador Members in order to achieve optimal scores in HeartBeat survey and other Guest Satisfaction surveys
Responsible and attends to guest’s request of using the service of safety box at all times
Registers and rooms all arrivals according to established procedures
Anticipate guest’s needs, to be aware of all written and spoken requests, to carry out these requests in a courteous and helpful manner
Ensure all messages received for guests are passed on accurately and as quickly as possible
Perform tasks as directed by the Manager in pursuit of the achievement of business goals
Ensure maximum involvement in the HeartBeat program in order to obtain higher results
Comply with the Company’s Code of Conduct
Comply with the company values and model desired behaviors
Supervise daily tasks and responsibilities of the Front Desk Agents
Ensure Training is done on appropriate material and in due time
Cash float and any money related transaction accuracy
Ensure sufficient working material available for team to handle task and that IT material is in order

Front Desk Supervisor Resume Examples & Samples

Supervises front desk staff, reservations, and bell staff as needed
Greets guests and check them in and out
Handles money, credit cards, and checks
Deals with guest complaint dissatisfaction
Takes reservations
Enters wake-up calls
Loads paper/toner into machines
Good communication and math skills
Accurate compute aptitude

Front Desk Supervisor Resume Examples & Samples

Previous front office experience required
Must be able to effectively communicate in English
Position requires walking and giving direction most of the working day. Must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task
Must be able to lift up to 15 lbs. occasionally
Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity
Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates

Front Desk Supervisor Resume Examples & Samples

Handle all guest queries and requests
Record all/any incidents that occur in the hotel, log and follow up with the Front Office Manager and/or Hotel Manager
Ensure that all potential hazards are reported immediately, addressed and followed through to ensure issues rectified
Know of all arrivals/departures and ensure guest names are used at all times
Know the current availability situation at any given time, and also future availability
Have complete knowledge of all hotel features (and MHG Group) and services including Food & Beverage outlets (menu, price range, promotions, opening hours), Business Center (facilities, charges), Spa/Gym (facilities, opening hours), etc
Be familiar with all hotel room types, numbers, layout, locations, rates
Be familiar with special packages, short & long-term promotions (hotel, outlets, spa), and pass on to Sales Department any possible leads which could develop into future business
Know the hotel ethos to assist with site inspections when requested
Manage upselling opportunities, email capture and other Front Office initiatives
Drive core values to positively impact both Employee and Guest Satisfaction scores
Represent and/or assist Front Office Manager in all necessary meetings, as required, to ensure effective inter-departmental communication
Maintain the ethos, brand integrity, core values and operational standards to ensure all Front Office areas are well maintained
Liaise with Front Office Manager on all issues/feedback raised in internal and external reports, including InnsQore and Sterling guest surveys
Ensure all Front Office work areas (front and back of house) and equipment are clean and well maintained, and report defective materials/equipment to Front Office Manager
Monitor pre-registered arrivals and ensure all no shows are checked out and charged
Meet and welcome regular and VIP guests
Ensure Front Door entrance is covered at all times and bell staff are posted
Ensure guest privacy and security, respecting confidential information and 100% compliance with MHG confidentiality policy
Ensure compliance with hotel credit policy and Standard Financial Procedures
Undertake and complete any special projects, tasks or other reasonable request by Front Office and/or Hotel Manager, and be available for emergency call out
Ability to spend extended lengths of time viewing a computer screen
Move, lift, carry, push, pull, and place objects weighing less than or equal to 35 pounds without assistance
Requires manual ability to use, carry, and operate all necessary equipment

Front Desk Supervisor Resume Examples & Samples

Assist in selecting, training, supervising, scheduling, developing, disciplining, and counseling associates in the Front Desk of the Hotel
Assist in managing front office and establishment of policies and procedures
Confer and cooperate with other department managers to ensure coordination of Hotel activities
Answer inquiries pertaining to hotel policies and services
Have passion for service; like taking care of others; and provide that friendly above and beyond service to Your customers
Here are some of the legal items we talked about in the introduction. Review, comply with, and promote the company's Affirmative Action Plans for minorities, women, veterans and persons with disabilities
Knowledge of front office policies and procedures, reservations, accounts receivable
Previous supervisory experience preferred
Understanding of front office accounting, forecasting, and reporting
Ability to defuse a potential problem situation confidently
Thorough knowledge of computer systems: i.e. MS Excel, Word, PowerPoint, and electronic scheduling and e-mail systems. Copy, fax and scanning
Weekend availability required

Front Desk Supervisor Resume Examples & Samples

Previous experience in a similar operation (preferred)
Previous experience of a front desk system (preferred)
Able to work alone and within a team
Flexible – shift pattern
Must be Customer Focused
Ensure the switchboard is answered within 3 rings and all messages or faxes are passed to the guest within five minutes of receiving
Operate switchboard and deal with messages and enquiries as required
Take individual reservations using the Marsha Reservations System and be able to deal with advance reservations, taking bookings and special requirements, where necessary
Receive guests on arrival following the ten yard rule; ensure all guest information is entered into the Front Office System
Prepare cash for banking on a daily basis, complete shift payin and balancing of shift, assisting colleagues as necessary
Ensure that a proper handover takes place and that all relevant information is passed over from shift to shift
Ensuring that a high level of customer care is maintained at all times, especially when under pressure. Record and deal with guest complaints, comments and inform the manager on duty
Maintain the guests privacy code of conduct at all times
Maximise profits through in house selling
Scout and enroll guests into the Marriott Rewards programme and ensure achievement of monthly targets. (After we have become a Marriott)
Provide accurate and detailed handover for the next shift
Attend monthly meeting with the Head Receptionist
Supervision of all reception staff in the absence of the Head Receptionist or the Front Office Manager. Ensuring you comply with company standards
To liaise with the Housekeeper and Guest Relations with reference to the allocation of rooms on a daily basis
To ensure that all floats are maintained to the appropriate levels
To review the front desk shift check sheets to ensure they are always in relation to the operating of the front desk and change when necessary
Liaise with the Head Receptionist regarding the content of the S.O.P manual so that it is in line with procedures used within Front Office, and constantly be aware of any amendments that need to be made to the manual
To liaise with Head Receptionist and produce a reception rota on a 4 weekly basis in line with business
Ensure that the correct procedures are being adhered to with regards to change orders and that change levels are kept in accordance with the business
Ensure that all staff are aware daily of the V.I.P’s and Specials
To comply with both the Shift Leaders and Receptionists check sheets to ensure that all tasks are carried out on a daily basis
To be aware of the hotels ‘book out’ procedure and to deal with book outs when necessary
Observe and follow procedures for Health and Safety, Fire, Accidents, Crime and Evacuation
Undertake any other duties as assigned by the Front Office Manager
To comply with all Green Globe initiatives as outlined by your line manager
Ensure floats are counted and balanced at start and end of shift and they are secure at all times. Blind Banking

Front Desk Supervisor Resume Examples & Samples

Supervise front desk staff, reservations, and bell staff as needed
Insure all daily functions from checklist are completed
Responsible for maintaining Sundry shop items and budget
Greet guests and check them in and out
Enter wake-up calls
Deliver items to rooms
Perform additional duties or projects as assigned by Front Office Manager and Assistant Front Office Mananger

Front Desk Supervisor Resume Examples & Samples

Makes recommendations and suggestions to hire, evaluate, reward, document unsatisfactory performance, policy violations, and/or discipline employees with in his/her span of control
Maintains time and attendance records and handles daily scheduling
Trains and supports employees according to their job duties
Responsible for interpreting and enforcing company and departmental policies and procedures to staff
Communicates with staff regularly to facilitate the effective flow of information throughout the company
Available to work additional hours on short notice in order to accommodate one of the following; staffing emergency, employee absence, fluctuation in business levels, special projects, etc
Works closely with CRES and makes suggestions to maximize sales during heavy traffic periods and takes action to correct negative sales trends
Supervises and monitor Internet reservation systems and all other distribution centers
Updates ZCR GM and Room Division Manager with market sales trends
Solves guest complaints as needed
Ensured that any unsolved problems are brought immediately to the attention of the Rooms Division Manager
Performs all job duties in a safe manner
Upholds the "be the difference" guest service standards
Abides by and upholds all ARAMARK policies
Ideal candidates will have 1-2 years of experience in a hotel front desk supervisory or management capacity

Front Desk Supervisor Resume Examples & Samples

Proficiency in spoken and written Business English and Spanish
Competent in Microsoft Office applications
Able to effectively communicate with all levels of colleague and Management
Business and objective focus

Front Desk Supervisor Resume Examples & Samples

Acts empowered and empower your associates to provide excellent service
Plan Front Desk associate meetings on a monthly basis and conduct them
Ensure that all VIP guests are identified; recognized, pre-blocked and special treatment is brought to the room
Be knowledgeable about all emergency plans and know how to act upon them
Must be able to comprehend reading materials, speak, read and write English
Maintain a clean, safe and environmentally responsible work environment

Front Desk Supervisor Resume Examples & Samples

Only Current Internal Candidates Will Be Considered Until After February 26th*
High school diploma or equivalent required. Bachelor’s Degree in Hospitality or Hotel Management preferred
Minimum 1 year hotel experience requiring personalized care and in-depth interaction required. Prior Front Desk experience in a full-service boutique or luxury hotel environment preferred
Prior supervisory experience preferred
Experience using Microsoft Office required. Experience with web-based Outlook 365 helpful
Must display ability to work with general computer operations, including reservations software (OPERA). Experience with web-based communication programs helpful
Must be able to communicate professionally in English, both written and verbal. Conversational abilities in other languages helpful
Must be able to lift up 25 lbs. Must be able to safely access all areas of the hotel
Must be able to multi-task and display ability to recognize that the guests’ interests and needs are always primary

Front Desk Supervisor Resume Examples & Samples

Effectively supervise all services provided at the Front Desk that these are always available and are carried out efficiently as per Standard Operating Procedures
Adhere to and executes all job task checklist points
Execute the daily functions of next day arrival and departure for guests in a manner keeping with the Ft Service Promise and the guests
Perform registration process by obtaining data from guest and by observing the established guidelines
Review all Group Resumes, VIP reports, daily business reports
Ensure the strict control of room keys. Supervise the key handling procedures for maximum security
Ensure that all rooms which are due to check-out are checked and the daily housekeeping discrepancy reports are resolved
Comply at all times with Fairmont standards and regulations to encourage safe and efficient hotel operations which include but are not limited to Front Office policies and Accounting policies
Cash handling and credit processing as required, to include Gift Card redemption
To support the Concierge or Royal Service agent as required
Resolve guest complaints or otherwise follow up with manager
Review room queue and work with Housekeeping to expedite turnover
Reach out to guests to communicate room is ready and coordinate luggage delivery with Guest Services if luggage has been stored
Handle Due-Out and Discrepancy updating in communication with the Housekeeping Department
Prepare system for next day arrivals
Perform daily “bucket check report” against guest folio ensuring that charges are accurately posted and support receipts are properly filed/attached
Ensure that one’s cash report is balanced and closed at the end of the shift with remittance envelop dropped in the cash vault
Ensure the strict control of room keys. Enforce the key handling procedures ensuring maximum security
Ensure proper handling and documentation of guest’s valuables being secured in hotel safe deposit box
Follow department policies, procedures and service standards, including all safety policies
Passion for guest service
Highly organized, results-oriented with the ability to be flexible and work well under pressure
Fluency in English, secondary language preferred
Minimum of 1 year previous proven Supervisory position or equivalent
Must have the ability to handle a multitude of tasks and Guest requests
Knowledge of Micros-Fidelio Property Management System an asset
Strong guest service orientation and training skills background required
Ability to work independently and prioritize responsibilities
Experience with a Hotel loyalty program an asset

Franchised Front Desk Supervisor Resume Examples & Samples

Ensure an environment in which high standards of comfort, service, and quality exist for our guests
Responsible for The Market Inventory and ordering
Help oversee Food and Beverage Department and ensure SOPs are in place at all times
Ensures teamwork and enhances cooperation between all departments
Maintains accurate records and safeguards all vending machines, Convenience Store items, video tapes and Sport Court equipment (as available)
Cooperates with General Manager, Director of Sales, Operations Manager and all Front Office staff to ensure proper suite inventory controls
Manages and maintains a relationship with the Property Management System provider
Works with maintenance to ensure proper key controls
Maintain departmental budget and staffing levels in relation to occupancy levels
Maintains accurate payroll and employee records. Performs timely and fair reviews
Accurate and complete adherence to bank records and other procedures to ensure complete and timely collections
Maintain Convenience Store and Front Desk area to highest standards
Responsible for the management of Accounts Receivable, City Ledger, and Guest Ledger
Provide comprehensive training to Front Office staff
Acts as Manager on Duty as designated by the General Manager and Operations Manager
Required to cover call-out shifts and have flexible scheduling including evening and weekends

P.M Front Desk Supervisor Resume Examples & Samples

Supervises front desk staff to insure smooth and efficient operation during the assigned shift
Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs guest service agents in the details of work. Observes performance and encourages improvement
Uses creative management skills to solve guest and team member problems. Ensures compliance with company standards to ensure consistent high quality guest relations
Manages desk, resolves guest concerns, handles emergencies and other challenges that may occur during the assigned shift. Implements resolutions by using discretion and judgment
Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues, and situations from both guests and team members

Front Desk Supervisor Resume Examples & Samples

Requirement 1
Requirement 3
Preference 1
Preference 2
Preference 3

Front Desk Supervisor Resume Examples & Samples

Accurately process all cash and credit card transactions in accordance with established procedures including, but not limited to posting all charges, completing cashier or other reports, preparing deposit, and counting/securing assigned bank
Routinely check in/check out guests, answer phones, take reservations and assist staff with job functions. May be responsible for issuing safe-deposit boxes to guest and ensuring the security of keys
Complete opening and closing shift duties, and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow up
Perform duties and projects as assigned by Guest Services Manager
May assist with other duties as assigned

Front Desk Supervisor Resume Examples & Samples

Assist front desk manager with recruiting, selecting and retaining a quality front desk/ bell/ concierge staff
Assist front desk manager with training of front desk/ bell/ concierge staff on Hotel policies, practices and procedures
Assist in counseling of associates to include verbal communications, preparation of written documentation for management administration with associate(s) along with assistance of performance appraisal preparation
Administer discipline as needed at a supervisory level and ensure disciplinary procedures are followed
Operate front desk to include greeting guests, performing guest transactions, operating the front office system, answering the phone and ordering front desk supplies
Assist front desk manager with reservations, registration and special arrangements for groups
Inform Director of Rooms of all safety and security concerns of property, guests and associates, including OSHA, General Liability and Workers’ Compensation cases
Promptly answer telephone in a professional and clear manner. Input all information into computers to communicate guest requests and complaints
Attend all scheduled mandatory Guest Services Department meetings, trainings and hotel meetings
At least 1 year of Front Desk experience required, prior Supervisor experience preferred
Basic mathematical skills and ability to operate a 10-key by touch
Ability to effectively deal with guest and employee concerns in a friendly and positive manner. This involves listening to the nature of concern, demonstrating empathy with the customer and providing positive and proactive solutions
Must be able to represent the company in a professional, well-groomed and courteous manner
Supervisory and organizational skills with the ability to multi-task

Hotel Front Desk Supervisor Resume Examples & Samples

Provides quality service by enforcing quality and customer service standards
Determines work procedures, prepares work schedules and expedites workflow
Issues written and oral instructions to co-workers, assigns duties and examines work for accuracy, neatness, and conformance to policies and procedures
Plans, monitors, and appraises employee performance
Studies and standardizes procedures to improve efficiency of subordinates
Controls expenses by gathering and submitting budget information; scheduling expenditures; monitoring variances; implementing corrective actions
Performs a variety of general administrative tasks to ensure compliance of assigned activities with sound business practices
Keeps records of financial transactions for establishment
Keeps records of room availability and guests accounts, manually or using computer
Compiles reports to show statistics such as cash receipts and expenditures, accounts payable, and other items pertinent to operation of business
Adjusts errors and complaints
Supports a comprehensive safety program
Demonstrated excellent FOSSE skills in both front and back office tasks
Contributes to team effort by accomplishing other related duties as may be required
One (1) year of Front Desk experience at a branded hotel
Intermediate Computer skills
A valid Driver’s License and an acceptable driving record for the past three (3) years to be eligible under NMS’ vehicle insurance policy
Must be able to accurately assess employee strengths and development needs
The ability to effectively and positively provide employees with honest and actionable feedback
The ability to keep all work activities structured, organized, and aligned with organizational goals
Supportive of honest and fair treatment of employees and customers

Front Desk Supervisor Resume Examples & Samples

Performs and understands all aspects of Front Desk Staff duties
Maintains training records and on-boarding tools for all Front Desk Staff
Oversee the Lodge Front Desk, PBX, Bell Services and Night Audit operations
Maintains consistency with Front Desk operations and procedures
Updates SOPs when necessary to add new duties or procedures
Partner with Group Coordinator to be liaison for our tour groups
Involved in pertinent conferences with Accounting, Groups, Reservations and Rates & Inventory Departments to ensure smooth operation
Work closely with Housekeeping, Boat Tours, Boat Rentals, Laundry and Maintenance as needed
Train Front Desk Staff on all aspects of the role - helping to develop a team of guest service focused professionals
Support the Front Desk Staff in the day to day operations of the Resort – ensuring all opening and closing tasks are completed
Hold pre-shift meetings to ensure that the Front Desk team are aware of the day’s arrivals, departures, visiting VIPs, guest service of the day, Boat Tour schedules and any other miscellaneous information to ensure successful operations
Ensure Front Desk Staff remain active during down time by preparing for upcoming arrivals, tours and completing other relevant projects
Encourage and support Front Desk Staff in selling tours and activities including boat tours, power boat rentals and other activities to all guests
Respond directly to all guest complaints and ensure they are resolved efficiently and immediately in a professional manner which does not negatively impact on the reputation of Lake Powell Resorts and Marinas
Audit working banks to ensure accuracy and accountability
Run all supporting Property Management System reports which assist in the efficient running of the resort including arrival and departure reports, along with other relevant reports
Assist Group Department, Group Coordinator and other relevant parties with all Tour Groups – ensuring all pre-arrival preparations have been completed. Go above & beyond to ensure Tour Groups and all guests have an enjoyable stay
Maintain and balance room inventory and communicate any discrepancies or concerns to all departments
Assign room and group blocks as required
Should be highly knowledgeable about Lake Powell Resort and Marinas and the surrounding areas; acting as a concierge resource for all guests. This includes but is not limited to: retail, boat rentals, food & beverage opening hours and services, tours and activities and surrounding area amenities and activities such as other National Parks in The Grand Circle
Must perform all miscellaneous duties assigned by upper management
Share innovative ideas to improve efficiency and operations
Must have a 1-2 years of supervisory experience in the hospitality or hotel industry
Must be computer literate in MS Office programs, with previous knowledge of Property Management Systems
Must have outstanding guest service skills
Working knowledge & experience of hospitality field is preferred
Must be able to identify developments in department and find solutions to improve operation

Franchised Front Desk Supervisor Resume Examples & Samples

Monitors service and teamwork on a regular basis and counsels team members on proper customer service techniques
4) Utilizes leadership skills and motivation techniques in order to maximize team member productivity and guest satisfaction
Assists GSM and FOM with team member meetings and counseling sessions
Advises GSM and FOM where and when discipline is required for Guest Service associates
5) Assists in Hotel housing activities by working closely with Sales, Housekeeping, and Maintenance
Maintains open line of communication with departmental heads
Reviews daily outoforder rooms, VIP rooms, and special requests and checks with GSM and
Reservations manager to ensure items are taken care of
Coordinates group arrivals and departures with all Guest Service positions
Ensures followthrough and communication from shift to shift regarding any pertinent information or guest requests
6) Provides effective sales effort at Front Desk to maximize room revenue
7) Assures cleanliness and orderly condition of the Front Office area by conducting daily inspections and will be ask to
Check Front Office machines and equipment periodically
Assists in maintaining Front Office supplies
8) Maintains safe working conditions within department and Hotel
2+ year guest/customer service experience, and/or 12 years Hotel experience preferred
Must be 21 years of age or older and 2 or 4 year college degree a plus
Proof of authorization/eligibility to work in the United States, including High School Diploma or equivalent, and valid driver license required
Must be able to communicate effectively in a positive/upbeat fashion utilizing English; both orally and written
Must exhibit positive interpersonal skills with focused attention to guest needs and varied business contacts
Must be able to frequently move freely about the hotel, maintain manual dexterity to access computer via keyboard and operate office equipment, such as telephones, copiers, fax machine, computer systems etc. and remain standing during extended periods during shift
Perform all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures including safety procedures and local, state and federal laws and regulations

Front Desk Supervisor Resume Examples & Samples

Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote Crescent and brand-specific marketing programs. Make appropriate selection of
Promptly answer the telephone using positive and clear voice. Input messages into the computer. Retrieve messages and communicate the Front Desk Supervisor content to the guest. Retrieve mail, small packages and facsimiles for customers as requested
Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining

Front Desk Supervisor Resume Examples & Samples

Responsible to accurately perform and professionally monitor the handling of all front desk operations; including answering phones, greeting patients, scheduling of all appointments, balancing daily collections, addressing routine inquiries and forwarding non-routine requests to appropriate personnel
Monitors all incoming telephone calls for prompt and courteous handling
Represents DaVita Medical Group in a professional manner following all policies and procedures
Assists with the inventory, maintenance of business office supplies and the compilation of business office reports
Assists in the completion of assigned administrative reports according to procedure
Trains new employees and works with administrator to assure compliance for all new staff. Assists administrator with contacting all new members for prompt scheduling
Previous medical office experience and supervisory skills required
Knowledge of business office operations, telephone etiquette and basic bookkeeping principles
Ability to oversee entire front office processes, to include: end-of-day closing; no show reports; incomplete encounter reports and performing bank deposits
Ability to deal with patients in a professional, courteous and effective manner
Knowledge of coding with emphasis on Medicare billing (HMO)
Possess high job accuracy, efficiency, and dependability
Ability to follow written and oral instructions and to work with general guidance
Demonstrate a high professional level of clerical skills (typing, filing, telephone courtesy)
Ability to communicate effectively, lead and train receptionist staff, interact professionally with patients, and work closely with administrator to uphold DaVita Medical Group policies and procedures
Computer literate with knowledge of Word, Excel, and e-mail
Ability to read, write, speak and understand the English language fluently

Front Desk Supervisor Resume Examples & Samples

Responding to Medallia guest feedback
Assisting in the training and development of front desk employees to increase their productivity, through department meetings, pre-shift meetings and other levels of awareness
Assisting in properly screening and hiring new employees to maintain staffing requirements for the front desk, focusing on guest service oriented people
Offering feedback to the FOM assisintg in conducting performance evaluations
Communicating throughout department to foster teamwork
Training and operate the night audit shift and responsibilities
Other duties as assigned: general accounting, inventory ordering and controls

Front Desk Supervisor Resume Examples & Samples

As a Front Desk Supervisor at St Pancras you are responsible for supervising the front desk team
You will review shift logs/daily memo books and document information in logbooks. Contact appropriate departments as necessary to resolve guest call, request, or problem
Assist management in training, evaluating, counselling, disciplining, and motivating and coaching employees and serves as a role model and first point of contact
Assists with one to one meetings and bluecube scheduling

100

Front Desk Supervisor Resume Examples & Samples

2 years college education preferred
2 years experience in a guest services role at a Hotel or Resort
At least one year Supervisory Experience in a hotel or resort
Consistently exceed guest expectations related to service and delivery
Previous experience at a 4-star or equivalent property preferred
Computer and telephone skills necessary
Lead and inspire all employees to work to their highest capabilities in order to achieve the highest possible standards
Uphold philosophy and values of owner and Benchmark Hospitality
Train and develop the Guest Services Staff to exceed expectations and provide flawless, consistent service
Encourage good guest relations. Be available at peak business times and for special guests. Work very closely with VIP's. Meet, greet, and see to the comfort of all guests
Possess knowledge of budgetary process, billing and purchasing
Establish liaisons with and provide special attention to key clients
Maintain good rapport with every department, and ensure all communications between departments are seamless
Understand owner and management company objectives
Recommend discipline actions to Hotel Manager for department including coaching and counseling when necessary
Implement and support programs to enhance product and service at a four-diamond level with a five star attitude
Direct programs for training and development of the employee staff so that all areas of the operation are supervised properly and are geared to perform to the best advantage
Institute a program of regular inspections to see that standards are maintained for all parking/valet, bell stand, and guest service operations
Maintain an atmosphere within the property that encourages an exchange of information and builds rapport between all employees
Assist in employee development and succession planning for all guest service staff
Maintain safety and security standards and ensure all guest services staff are properly trained to handle emergency situations
Develops and implements procedures to improve operations
Responds to calls and questions from owners, guests, employees and departments
Provides customer service to guests, owners, employees and departments

101

Front Desk Supervisor Resume Examples & Samples

Work with Guest Services Manager to train and monitor front office staff
Monitors Guest Service Scores daily and takes action to improve guest satisfaction through training, coaching and problem resolution
Communicates with the Engineering Department regarding any maintenance requests from the guests
Communicates with the Housekeeping Department regarding guest rooms and requests
Has full understanding of software system and assists with reservations, and checking guests in and out of the hotel
Knows how and where to post all charges
Handles checks and credit cards received from the guests for payment of hotel charges
Knows all room rates
Assists the Guest Service Manager by handling special requests, group blocking and unusual circumstances
Performs any other duties as requested by supervisor
Demonstrates the desire and ability to provide high quality service to both internal and external customers
Takes responsibility for own actions
Must have flexibility to work nights and weekends
Must be able to read and write fluent English
Ability to interpret and perform basic computer and POS system functions. Knowledge of Outlook, Word and Excel
Walk more than 2/3 of the time
Sit less than 1/3 of the time
Lift up to ten pounds
Push / pull up to 10 pounds

102

Night Front Desk Supervisor Resume Examples & Samples

Guest oriented and service minded
Sales know-how
Good listening and communication skills
Self control
Excellent presentation
Power Point
Opéra
Helps the Front Office Manager and his/her Assistant organize and manage the team, perform administrative tasks and coordinate with the other departments

103

Front Desk Supervisor Timber Ridge Resume Examples & Samples

Maintains standards of guest service as established by the Front Office Manager
Ability to learn, manage and train associates on our HotSos system and Springer Miller software
Responsible for the management of our guests profile information and responsible for communicating with all departments to ensure guest information is relayed in a timely manner and all pre-arrival details are executed prior to guest arrival
Responsible for managing and entering all new guests profile information that is obtained during the guests stay on property through our eMbrace program
Maintain a complete knowledge of and comply with all hotel/departmental policies/service procedures/standards
Provide budgets/forecasting numbers accurately and on time when requested by upper management
Anticipate guest's needs, respond promptly, and acknowledge all guests, however busy and whatever time of day

104

Front Desk Supervisor Resume Examples & Samples

Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate
Promote Crescent and brand specific marketing programs
Make appropriate selection of rooms based on guest’s needs. Code electronic keys. Nonverbally confirm the room number and rate
Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances
Requires standing and continual mobility throughout front office area
Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank
Accept and record vouchers, travelers checks and other forms of payments. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer
Promptly answer the telephone using positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest
Retrieve mail, small packages and facsimiles for guests as requested
Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for Front Desk Agents and other associates
Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered
Must have at least 1 year prior Front Desk Experience in hotel industry
Must be able to work a flexible schedule which includes evenings, weekends and holidays
Must have a good command of the English language and be able to read, write and speak English fluently
Must have solid computer skills to include core Microsoft applications and any additional brand specific applications as needed
Must have sold math skills
Strong communication and problem solving skills
Must be willing to “pitch-in” and help co- workers with their job duties and be a team player. Ability to establish and maintain effective working relationships with associates, customers and patrons
Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations

105

Guest Service / Front Desk Supervisor Resume Examples & Samples

Supervise accurate and efficient Reception operations including check in/out procedures
Monitor the appearance, standards and performance of the Front Office Team with an emphasis on training and teamwork
Demonstrate positive leadership characteristics to inspire Team Members to meet and exceed standards
Conduct training programs on an ongoing basis
Committed to delivering a high level of customer service

106

Front Desk Supervisor Resume Examples & Samples

Direct supervision of Front Desk clerks on his/her shift
Overall Front Desk operations in the absence of the Assistant or Front Desk Manager
Performing all duties Front Desk clerks are responsible for
Keeping the lines of communication open with both Front Desk Managers and the staff members who report to you
Adhere to the policies of the Resort as set forth in the Employee Handbook and report any observed violations to Human Resources
Maintain a good working relationship with all Departments
Reordering supplies for Sundries shop as well as selling and posting these items
Instructing guest on local entertainment / dining as necessary
Maintenance of Front Desk equipment and supplies

107

Hotel Front Desk Supervisor Resume Examples & Samples

Supervises Guest Service Representatives at Front Desk for the purpose of completion of duties, performance up to standards, giving direction, and decision making
Assists Front Desk Manager with overall operations of Front Desk, and assumes responsibility for completion of shift work up to standards and according to established procedures
Handles all guest service issues as they arise at the Front Desk up to the standards established and in accordance with the goals and objectives of the hotel
Performs majority of training for GSRs. Assists in the development of training programs as needed
Makes recommendations in development of process for the purposes of feasibility and effectiveness
Able to perform all essential job functions of a GSR
Responsible for creating position goals and assisting department manager with completion of department goals

108

Front Desk Supervisor Resume Examples & Samples

Ensure that all Front Desk colleagues are familiar and updated with hotel’s product and services
Establishes a rapport with guests and maintains good customer relationship
Works in full cooperation with other departments to make sure the guest is of the utmost priority
To ensure the safe running of the hotel
Reviews the arrival report and VIP’s to ensure all special requirements are met or exceeded
Suggesting and attending regular training on updated topics and respective skill set as required by the team
Communicate and liaise effectively with other leaders in the department and hotel
Achieves and creates an environment that allows colleagues to achieve job fulfillment and clear growth path for career development with Fairmont Hotels and Resorts
Execute all tasks related to financial activities adhering to the laid down policy and procedures and ensuring accuracy in record keeping
Promote our upsell program per brand Standards
All other reasonable duties as assigned
Excellent team leading skills and team management skills
Fluent and confident in English, additional National and International language is an asset
Excellent written and verbal communication, interpersonal and leadership qualities
Strong guest service orientation and training skills background preferred
Maintains professional and pleasant body language at all times
Degree or diploma (preferred in Hospitality and/or Tourism Management)

109

Front Desk Supervisor Resume Examples & Samples

Knowledge of basic front desk procedures
Ability to accomplish necessary tasks on a computer
Basic understanding of group billing concepts as well as arrival/departure flow to include preparation/room blocking
Direct supervision of Front Desk agents on his/her shift
Performing all duties Front Desk agents are responsible for

110

Front Desk Supervisor Resume Examples & Samples

Ensures front office staff and management are properly trained to standards and able to carry out the operations of each department
Ensure that all complaints regarding service and/or accommodations are investigated and resolved
Monitor budgets and payroll records, and review financial transactions to ensure that expenditures are authorized and budgeted
Review work procedures and operational problems to determine ways to improve service, performance, or safety
Review and respond to daily operational demands as it relates to the hotel
Monitor security of public areas of the hotel

111

Front Desk Supervisor Resume Examples & Samples

Monitors and Controls Electronic Security Control Systems
Maintains a safe and secure environment throughout the building/property(s)
Must posses' strong customer service background
Two (2) to three (3) years of business experience in similar position preferred

112

Pfister Front Desk Supervisor st & nd Shift Resume Examples & Samples

Adheres to standards of service as outlined by the Preferred Hotels group and the Marcus Ways
Performs data entry and guest transactions on front desk computer system, utilizing hotel PMS (Property Management System)
Provides quality service for guests in an efficient, professional and courteous manner
Insures all daily functions from checklist are completed
Prints and details group resumes
Assists Front Office Manager with balancing room inventory, including relocation of guests when necessary
Takes room reservations
Monitors front desk areas for safety, security, and appearance and reports any injuries, accidents or problems as necessary
Superior communication skills, both verbal and written
Strong supervisory / problem solving skills
Ability to grasp, lift, carry and/or move packages, boxes and luggage up to 25 lbs. occasionally during shift
Ability to train and mentor Guest Service Associates
Ability to stand continuously while performing essential job functions

113

Front Desk Supervisor Resume Examples & Samples

Hotel supervisor/team leader experience
Professional appearance and attitude
Conflict resolution
Motivation of team members
Guest Relations

114

Front Desk Supervisor Resume Examples & Samples

To consistently offer professional, friendly and engaging service
To lead and supervise the Front Office team in all aspects of the department and ensure service standards are followed
To maximize revenues by upselling and following budget guidelines
To handle Guest concerns and react quickly, logging and notifying proper areas
Be fully competent in all reception and cashier duties
Previous experience in a leadership or supervisory role an asset
Previous PMS experience required

115

Front Desk Supervisor Resume Examples & Samples

To be experienced with various guest scenarios
To be familiar with all hotel facilities and offerings
Must be familiar with shift checklist and be able to run the desk in absence of the Assistant Manager
Broad knowledge of Epitome, Synergy and Vingcard systems
Familiar with all reservation special packages
Understand all radio codes and emergency procedures
May require working overnight shift

116

Overnight Front Desk Supervisor Resume Examples & Samples

To be thoroughly acquainted with all check-in policies and procedures
To be familiar with all technical equipment related to the Front Desk
To understand the influence and importance of all departments on the Front Desk
Responsible for the training of new associates
Understand and be able to perform rooms control duties
Ability to stand for prolonged periods of time
Required to work overnight shift
Computer Skills (Synergy, Nucleus, Epitome, Vision, GoConcierge, Microsoft Office

117

Overnight Front Desk Supervisor Resume Examples & Samples

Minimum of 1 year Front Office or Guest Service experience required. Hospitality leadership experience outside of these departments may be considered. Strong understanding of front office hotel procedures and practices required
Previous night audit experience preferred; understanding of night audit procedures required
Previous cash handling experience required
Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone
Ability to work well under pressure, dealing with many arrivals and departures within a short period of time, as well as guest issues, requests and concerns
Able to work with management on special projects
Able to set priorities for the front office team and provide feedback to others that enhances performance
Candidate must have proven leadership skills and must be able to direct, develop and motivate staff
Ability to teach employees importance of, and how to greet guests and courteously solve requests
Must be able to work a variety of shifts, including weekends and holidays. Must be able to work 3rd shift and work with minimal supervision
Move, bend, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance
Stand or walk for an extended period or for an entire work shift
Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift

118

Front Desk Supervisor Resume Examples & Samples

Be thoroughly knowledgeable of all room types
Have a thorough understanding of hotel occupancy trends
Be familiar with the Housekeeping, Front Office, and Reservation departments policies and procedures
Have extensive knowledge with all technical equipment related to the Front Office, Housekeeping, and Reservations departments
Be familiar with all hotel facilities
Be familiar with the inter-relationship between the different departments
Be familiar with guest scenarios
Be familiar with general organization set-up
Be thoroughly knowledgeable of our PMS and CRS
Manage room inventory and complete efficient blocking with communication to all departments to ensure guests receive requests and are not inconvenienced due to improper blocking procedures
Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets
Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards; identify, recommend, develop and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings
Manage wait lists and assist Front Desk during high business demands
Responsible for attending department OST meetings and if unable to attend required to be familiar with meeting minutes
Fulfills duties of the Loyalty Ambassador in their absence
Perform any other tasks assigned by management
Previous customer/guest service experience; hotel and front office experience is strongly preferred
Previous experience in high customer contact environment; with previous experience answering customer questions and handling customer concerns
Previous cash handling and multi-phone usage experience
Must possess the ability to multi-task in a busy environment, follow through successfully on guest requests, ensure guest satisfaction, and work as a team player
Must be service and detail oriented; possessing a friendly approachable demeanor and strong problem-solving skills
Knowledge of Property Management Systems and related computer programs
Strong knowledge of Microsoft Office Software
Must be able to work flexible shifts, including weekends and holidays

119

Franchised Front Desk Supervisor Resume Examples & Samples

Create and execute innovative front office strategies that will drive the hotel to exceed guest satisfaction and revenues
Organize and direct worker training programs, resolve personnel problems, hire new staff, and evaluate employee performance
Establish par levels for supplies and equipment
Assist with other departments as needed to ensure guest overall satisfaction

120

Front Desk Supervisor Resume Examples & Samples

To assist in the training and development of associates in order to increase their productivity,
Reply to positive and negative Medallia responses so as to identify areas necessary for improvement as well as recognize staff for a job well done
To assist AFOM in developing and implement training to address specific areas of improvement within areas of responsibility to ensure results meet or exceed targets
Act as the supervisor on duty in order to effectively resolve guest issues and complaints in the absence of the Assistant Front Office Manager

121

Front Desk Supervisor Resume Examples & Samples

At least 2 years as a Receptionist
Experience in a luxuary hotel
Hotel computer systems knowledge
College/University degree
Strong Supervisory skills
Display, at all times, a friendly, courteous and professional manner in all dealings with guests, patrons and other employees
Welcome and register hotel guests with an emphasis on fulfilling requests, following special handling instructions and adhering to established credit policies and procedures
Handle a multitude of keys
Quote and be familiar with room and rate availability for current and future dates
Accept reservations, changes and cancellations in the absence of reservations staff
Select and block rooms for arriving guests
Pre-register individuals or groups as required
Assist in escorting VIPs and return guests to their rooms as requested
Work closely with the Concierge staff to coordinate the efficient handling of guest luggage and follow up on guest requests
Handle guest problems or complaints
Utilize the computer system in running daily reports and in blocking special requests
Keep all support departments informed of necessary information or requests
Handle safety deposit box requests; including distributing, giving access to and closing procedures
Complete key packets and vouchers, and to modify registration cards
Check guests out of the hotel in accordance with procedures
Make change, cash checks, exchange foreign currency, and post charges to guest accounts
Maintain a balanced bank assigned to you from the hotel
Reconcile all transactions at the close of the shift and to cash out
Recite hours of operation of all hotel facilities and special service codes
Help other departments at crunch periods (telephone, reservations, concierge and housekeeping)
Handle hotel emergency procedures and situations with maturity and professionalism
Train new employees in all aspects of the Front Desk
Communicate closely with the assistant managers and Front Office manager to ensure follow-up on any challenges, concerns, or staff performance
Ensure adherence to all credit procedures in the Front Desk
Handle and follow up on all RNA situations
Perform tasks and projects as delegated by the Assistant Manager, Front Office Manager or Rooms Division Manager

122

Front Desk Supervisor Resume Examples & Samples

To be thoroughly acquainted with all check-out policies and procedures
To be familiar with guest scenarios
To be familiar with all hotel facilities
To be familiar with general organization set-up
To be familiar with the inter-relationship between the different departments
Must be able to train new associates
Must be familiar with shift checklist and be able to run the desk in absence of the assistant manager

123

Overnight Front Desk Supervisor Resume Examples & Samples

One to two years previous experience in an line, supervisory or assistant manager position in rooms or hospitality
Successful candidate must possess legal work authorization in the United States
401k participation with a company matching program

124

Front Desk Supervisor Resume Examples & Samples

Must possess strong leadership and time management skills
Strong customer service and interpersonal skills required
Multiple language fluency is d desirable
Detail-oriented and able to multitask
Ability to work extended/flexible hours, weekends, and attend Board meetings as required

125

Front Desk Supervisor Resume Examples & Samples

2+ years experience working in a dental, medical or health care office
Must have prior management experience
Knowledge of insurance plans (HMO/PPO)
Experience answering telephone
High school diploma or GED; Associates Degree (AA) from a two or four-year college

126

Front Desk Supervisor Resume Examples & Samples

Greets and directs residents and visitors
Operates the switchboard and directs calls efficiently
Alerts Security to all emergencies
Monitors reception area traffic
Assists with sorting and distribution of mail
Makes bi-weekly work schedules for all staff and keeps manager apprised of any staffing changes
Distributes training schedules each month and informs manager of sign-ups by staff
Handles filling openings to cover the desks when a staff member requests off or calls out sick
Completes sub-punches for Communication Specialists who did not punch or have special hours to be punched
Assists with evaluations (interim and annual) due for Communications Specialists
Assists with disciplinary actions as needed for Communications Specialist
Assists manager with any duties/responsibilities as needed
Additionally, performs any duties requested by Management to ensure the effective and efficient operation of the Community

127

Hilton Milwaukee Front Desk Supervisor Resume Examples & Samples

Answer phones
Perform manual and computer posting of transactions
Handle money, credit cards, and checks
Issue mail and messages to guests
Deal with guest complaint dissatisfaction
Take reservations
Provide directions and answers guest questions
Load paper/toner into machines
Perform additional duties or projects as assigned by Front Office Manager
Accurate typing skills
Problem solving abilities
Meet deadlines for assignments and projects

128

Front Desk Supervisor rd Shift Resume Examples & Samples

High school diploma or equivalent experience/training
Ability to effectively communicate in the English language
Directly supervise and provide leadership to Front Desk agents on his/her shift
Respond to guest inquiries and requests and resolve issues and complaints in a timely, friendly and efficient manner
Obtain all the relevant information from the previous shift, including the volume of business, special guests, tasks to be clarified and to be completed and special events
Assist guests arriving overnight to the resort, providing a warm welcome and luggage assistance if needed
Ensure accuracy and proper distribution of daily reports in a timely manner
Provide pertinent information from shift to Front Office leadership team for follow-up
Keep the lines of communication open with the Front Office leadership team and direct reports
Assign daily work, lead pre-shift meetings, inform and train team members
Maintain the highest level of employee/guest relations. Maintain a good working relationship with all Departments
Responsible for the care and cleanliness of all areas of responsibility
Assist guests with providing information on local entertainment / dining as necessary
Assist with maintaining Front Desk equipment and supplies
Enthusiastically collect guest feedback/comment cards
Remain alert, courteous and helpful to guests and co-workers at all times
Attend meetings as required
Monitor lobby traffic and adjust staffing accordingly

129

Front Desk Supervisor Resume Examples & Samples

Excellent communications skills (English)
Ability to think and respond quickly to issues or guest needs
Computer literate
Good interpersonal, organizational, and professional skills
Must be flexible and adapt easily
Energetic, enthusiastic and motivational
Must be able to remain calm in stressful situations
Knowledge of spa services and treatments
Be able to show initiative and make decisions

130

Front Desk Supervisor Resume Examples & Samples

Empowered to make decisions that directly affect the guest’s experience in a positive fashion
Complete daily front desk checklist tasks
Works within the key issuance and control program to ensure total key control and quality assurance

131

Overnight Front Desk Supervisor Resume Examples & Samples

Previous front desk experience at a luxury hotel preferred
Ability to work a flexible schedule including overnights, weekends, and holidays
Computer skills required

132

Front Desk Supervisor Resume Examples & Samples

Ability to work a flexible schedule including evenings, nights, weekends, and holidays
Previous experience with Synergy, Nucleus, Epitome, Vision, and GoConcierge preferred
Must reside within 50 miles of the hotel

133

Front Desk Supervisor Resume Examples & Samples

Acts as host / hostess by welcoming guests, solving minor problems, and ensuring guests have a great stay
Performs human resource functions for staff, including hiring, training, scheduling, and evaluating
Solves guest-related problems within scope of authority, including complaints and billing discrepancies
Assists with preparation of the Front Office budget
Generates reports for Front Desk, Engineering, and Housekeeping
Enter data into the computer, including accounting data
Oversees the operations of the Front Desk, Reservations, Guest Services, and Switchboard
Completes daily and weekly reports for management

134

Intercontinental Milwaukee Front Desk Supervisor st & nd Shift Resume Examples & Samples

Ensures all daily functions from checklist are completed
Answers phones
Performs manual and computer posting of transactions
Issues mail and messages to guests
Provides directions and answers guest questions
Logs wake-up calls
Delivers items to rooms
Trains new employees
Manages same day inventory and overbookings
Walks guests when we are overbooked
Assists with valet duties when necessary
Performs additional duties or projects as assigned by Front Office Manager
Supervisory and organizational skills
Ability to walk/stand for long periods of time

135

Front Desk Supervisor Resume Examples & Samples

Coordinates the daily operations of the physician office, including the medical records process, patient and physician scheduling, controlling the front desk, accounts payable, confirming appointments, managing office supplies, conducting insurance verification and other duties as deemed appropriate by the practice manager
Performs charge entry and posts patient payments upon receipt
Monitors and audits cash/payment funds. Completes daily verification documents
Daily reconciliation of charges and payments
Prepares bank deposits
Runs all end of day reports as directed by management
Additional responsibilities as needed
Maintains PHI logs
High school diploma/GED required with completion of medical office assistant program
Prefer healthcare management/administration certification/degree
Must have a minimum of 5 years of experience working in a medical office setting

136

Front Desk Supervisor Resume Examples & Samples

Must be willing to work a flexible schedule in order to accomplish all major responsibilities, and be willing to accept assignments on as need basis, in order to promote team work. This will include early mornings, evenings, weekends and holidays.　
Some travel may be required.　
Applicants are required to have two to three years previous employment in a related position. A college degree is preferred.　
Successful candidate must possess legal work authorization in the United States

137

Front Desk Supervisor Resume Examples & Samples

Answer the phone and operate the telephone switchboard
Greet and welcome all guests in a professional and hospitable manner
Verify customers' credit, and establish how the customer will pay for their bill
Keep records of room availability and guests' accounts using the specified computer system Opera
Working knowledge of all rates, packages, and booking restrictions
Issue room keys and help guest get all their luggage to their rooms
Advise housekeeping staff when rooms have been vacated and are ready for cleaning
Professionally handle guest complaints, solving problems, and follow up using EA service culture standards, apologize and empathize with guests when responding complaints
Handle all lost and found inquiries efficiently and professionally, following proper guidelines
Date-stamp, sort, and rack incoming mail and messages
Yield Management implementation to include assisting with yield control and pricing structure set forth with front office manager
Make special deliveries to guest rooms with gift baskets, champagne, and other special ordered food and beverage items
Responsible for emergency response and evacuation per company emergency procedures manual
Gift Shop maintenance and ordering of supplies. Making sure the gift shop is always kept well stocked and with the core items needed for purchase by the guests
Make recommendations to management regarding development, training and corrective action of team members
Assist in the training, development and direction of the Hotel Front Desk
Ability to comply with all hotels policy and procedures
Ability to lift 30 lbs
Ability to stand for 8 hrs length of time
Ability to work on a computer for 8 hours day

138

Franchised Front Desk Supervisor Resume Examples & Samples

Minimum of 1 year of Front Desk Supervisor experience
Technical Skills, Microsoft Word, Excel, Outlook and Internet
Must be willing and capable of passing Alcohol Compliance Certification during the first three months of employment

139

Front Desk Supervisor Resume Examples & Samples

Performs all duties related to checking in and checking out of guests
Conduct pre-shift meetings with all Front Office staff daily
Supervises the front desk agents to ensure that their performance is up to Sonesta Service Standards
Delegates tasks to clerks as needed
Checks front desk work for consistency and accuracy and handles any problems that may arise
Oversees the completion of all Front Office checklists
Verifies all house accounts and investigates all room discrepancies
Communicate all pertinent information to manager/supervisor for following shift
Other duties and responsibilities may be assigned. The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description

140

Front Desk Supervisor Resume Examples & Samples

Exceptional client relations and interpersonal skills
Supervisory skills
Schedule flexibility

141

Franchised Front Desk Supervisor Resume Examples & Samples

Provides the highest quality of service to the customer at all times
Supervises and coordinates the activities of the front desk staff
Interprets company policies and provides a safe working environment by ensuring compliance with safety programs
Monitors and ensures compliance with all WHI policies and procedures
Ensures adherence to the Employee Conduct Policy
Interviews applicants. Orients and trains new employees. Conducts ongoing training of all front desk employees to increase job knowledge and skill level
Coaches and counsels employees to encourage positive behavior and correct negative behavior
Conducts a monthly department meeting to review new procedures and solicits input from all employees
Promotes teamwork and employee morale
Interprets job specifications to front desk staff and assigns duties
Analyzes and resolves work problems or assists employees in solving work problems
Monitors front desk uniform standards
Initiates or suggests plans to motivate employees to achieve work-related goals
Recommends or initiates personnel actions, such as promotions, transfers, discharges, and disciplinary measures
After service training, assists in ensuring staff continues to learn the importance of excellent service
Inputs weekly payroll as required and properly stores previous week time cards. Completes weekly progress report and reconciles with payroll register
Ensures that all employees are adhering to front desk credit policies and procedures to minimize bad debts and rebates
Acts as Manager on Duty and is responsible for the hotel operation when necessary
Ensures that the front desk area is maintained in a clean and orderly manner
Maintains and improves guest service and courtesy control programs
Completes shift end and period end tasks, including critique of cash over and short and inventories
Maintains adequate levels of front office supplies
Handles any guest problem or complaint in a professional and hospitable manner
Ensures that the hotel is balanced daily and that discrepancies are communicated to Management and Bookkeeping. Checks to be sure counts are accurate and that proper departments are notified of selling status
Checks the credit report daily, reviews the hold bucket, hold valet, and all city ledger account daily
Sets up controls (i.e., overtime, safety deposit boxes, master keys, banks, etc.) and audits them on a timely basis to ensure the accuracy and completeness of all work handled by the front desk
Has a working knowledge of the maintenance and operating procedures of all departmental equipment
Has a thorough knowledge of property management system and downtime procedures
Coordinates preparation of the weekly forecast and weekly work schedule and posts by Wednesday of each week
Reviews the A.M. discrepancy reports daily and takes necessary steps to resolve and eliminate the discrepancies
Keeps PMS reports current
Conducts a key inventory on a daily basis. Monitors key controls
Communicates effectively with staff and with other departments
Is able to move items weighing up to 30 pounds
2 or 4 year degree in business or related area
Ability to perform all physical requirements of assigned job with or without accommodation
Optimum candidate will have flexible schedule (days and shift availability)
Minimum 1 year previous supervisory experience or demonstrated leadership ability
Able to function in a Manager on Duty capacity as necessary

142

FGP Front Desk Supervisor Resume Examples & Samples

Act as the go-to person and oversees the day-to-day activities of non-physician staff to ensure a high level of productivity. Establishes priorities and allocates resources needed to support front end and clinical support operations. Monitors and oversees registration quality, completeness and collection of personal payment responsibilities, identifying issues and implements improvement initiatives as needed
Responsible for training office personnel for front desk, reception and billing activities related to procedure intake and scheduling. Ensures appropriate cross-training and cross-coverage for all administrative activities
Supervises employees including, interviewing new employee prospects and training new employees; completes non-physician performance evaluations; manages disciplinary and performance issues
Assist in quality assurance as directed by Medical Director. Work with other supervisors and administrative staff to address organization wide issues, including program development, personnel policies, and employee evaluations, training needs, safety concerns and quality assurance indicators. Oversee and follow up on office-related projects to make sure they are progressing efficiently and will be completed by deadline
Functions as a liaison between non-physician staff and physicians to ensure effective service for patients. Establishes and maintains effective working relationships with group physicians. Serves as a role model and resource person for providing quality patient care and patient information as needed
Resolves all complaints and problems using independent judgment and decision making skills, to ensure patient satisfaction and adheres to faculty practice standards
Determines and establishes the explanation to complex calls, issues and questions not covered by specific instructions or common practice
Manages EPIC administrative in baskets, patient escalations, patient access and waitlists
Determines physical maintenance and equipment needs and repairs by coordinating internal or external resources. Resolves problems relating to the facility on a day-to-day basis. Ensures all areas are appropriately stocked and supplies are readily accessible
Works with Office Management and Physicians to ensure adherence to all regulatory and HIPAA guidelines
Enforce all office policies and procedures. Specifically track issues related to attendance, lateness, and behavioral patterns that require a verbal or written warning
Compiles, analyzes and identifies trends in daily statistical data as requested and presents data reports monthly to appropriate parties
Bachelor’s Degree with 2+ years of prior supervisory/management experience in the health care field and/or equivalent combination of education and experience
Written and oral communication skills
Excellent organizational skills and the ability to prioritize multiple tasks, projects and assignments
Exceptional attention to detail and accuracy
Ability to display a professional demeanor, maintains confidentiality, and works independently. Ability to take initiative and exercise sound judgment, decision making and problem solving
Strong computer skills, including basic keyboarding skills
Proficient with Microsoft Office Suite (Word, Excel, Outlook)
Proven customer service skills. Self-directed, motivated, and sensitive to deadlines
Prior experience in a medical office setting
Knowledge of medical terminology, insurance, coding and billing regulation

143

Front Desk Supervisor Brooklyn Chinese Dental Resume Examples & Samples

Compliance with hospital, health center and department policies and procedures
Ordering of Metro Cards and quarters for network cashiering and distribution. Monthly reports and reconciliation of Metro Cards and Quarters to Grants Fiscal
Maintains logs and verifies all monies upon receipt. Prepares deposits for cashier and posts to summary sheet
Consults with Billing Director to share information and or obtain guidance regarding hospital policies and procedures
Monitors and supervises the daily operation of the cashier, including schedules, staffing and staff performance
Performs administrative support duties including (but not limited to) meeting and greeting patients, telephone communications with patients and 3rd party insurance companies
Assists in hiring and training of Front Desk Staff
Monitors and records all visits and forwards encounters to billing department
Answers verbal and written requests in accordance with HIPAA guidelines and departmental procedures; responds to requests for patient financial information; investigates concerns/issues raised by patients regarding front desk operations
Responsible for cash handling and maintenance of accurate records
Creates and enforces front desk schedule to ensure adequate coverage during all hours of operation
Coordinates and verifies insurance benefits and eligibility, pre-authorizations, patient registrations
Provides direct supervision to front desk staff
2+ YEARS

144

Front Desk Supervisor Resume Examples & Samples

Guest orientation of the local area and the Lodge facilities
Preparation and hand out of name tags and other orientation information
Full understanding and utilization of the property management system. (SMS and Retail Pro)
Maintain a limited supply of sundries
Communicate specials, packages and special events to all front desk agents
Provides explanation for paid outs, miscellaneous charges, and allowances (must have the approval of the manager on duty)
Responsible for keeping the gift shop area cleaned & well stocked
Active departmental participation in training programs as directed by the General Manager
In the event of inclement weather, will be required to remain on sight and on duty until replaced
Follows ARAMARK policies and procedures and safety policies
May be required to work overtime, nights, and/or weekends
Work Night Audit shifts as required
Work with FOM on FIT Reservations and billing
Work with FOM on monitoring, hard blocking, advance deposits, cancellations and oversold situations
May be asked to work MOD shifts
Minimum of two years experience in a like employment

145

Franchised Front Desk Supervisor Resume Examples & Samples

Experience, Skills and Knowledge
High school diploma required, college degree preferred
One year experience in customer service in hospitality or similar industry
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts
Ability to stand, walk and continuously perform behind the front desk
Ability to observe and detect signs of emergency situations with or without reasonable accommodation

146

Front Desk Supervisor Resume Examples & Samples

Ensure all guests are welcomed in a courteous, friendly and professional manner
Schedule team members to meet operating needs
Manage expenses by controlling labor and other costs
Increase revenues by promoting/selling in-house and resort-wide services, packages, venues, and amenities
Investigate and resolve guest concerns quickly, professionally and effectively
Update guest reservations and folios throughout their stay as necessary
Communicate clearly and effectively with team members and guests
Ensure the maintenance and cleanliness of the front desk/office
Ensure staffing & training plans provide the support necessary to consistently execute the Service Mantra -- Friendly, Clean, Fast, & Safe Service
Provide guidance, counseling, and development for the front desk staff
Handle cash in conformance with established cash handling procedures
Document guest interactions and guest recovery efforts as appropriate
Multi-task between Front Desk and Call Center, providing supervision as needed in the absence of the Call Center Supervisor
Be familiar with, and implement as necessary, the emergency response procedures for the Lodge
Associates degree preferred; hospitality or related field
At least six (6) months prior experience in front desk operations preferred
Knowledge of OPERA-PMS software
Must be able to speak, understand, read and write in English
Must be able to be on feet for up to six (6) hours per day
Ability to communicate with team members and guests in a professional manner
Ability to effectively motivate, develop, train, and direct other staff
Must be able to work days, nights, weekends, holidays and other shifts as needed
Valid driver's license and clear driving record
All other duties assigned or necessary to support the park as a whole

147

Franchised Front Desk Supervisor Resume Examples & Samples

Ensure exceptional guest service is delivered at the front desk
Complete morning and evening Front Office reports
Resolve guest problems expediently and in a professional manner
Monitor fluctuations in occupancy and daily transportation manifests and change the schedule accordingly
Ensure group rooming lists are accurate and to coordinate any special group requests
Direct the efforts of the Front Office Employees, delegating work in a fair and equitable manner
Assist in the training and motivating of Front Office associates
Attend required meetings as a representative of the Front Office
Solve basic computer problems
Perform additional duties as requested by the Front Office Manager
Acts as front of the house Manager on Duty in the absence of a Manager on Duty
Assists other departments as required
Two years experience in front desk or reservations
One year supervisory experience
Advanced knowledge of Front Office computer systems including the ability to solve basic system related problems

148

Franchised Front Desk Supervisor Resume Examples & Samples

1-3 years of hotel experience, front desk experience preferred
1-3 years of supervisory experience preferred
Exceptional organization skills, time management skills and ability to prioritize
Clean, concise written and verbal communication skills

149

Front Desk Supervisor Resume Examples & Samples

Computer Skills (Synergy, Nucleus, Epitome, Vision, GoConcierge, Microsoft Office)
Must have previous hotel experience
Must be available to work all shifts including nights and weekends

150

Front Desk Supervisor Resume Examples & Samples

Welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment
Checks guest out of the hotel, preparing and explaining the bill. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies
Resolves customer complaints, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc
Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone
Must be willing to work a flexible schedule in order to accomplish all major responsibilities. This may include some evenings, weekends and holidays
Possess experience as a Front Desk Receptionist in a luxury hotel or resort
Candidates must have excellent personal presentation and interpersonal skills
This position requires the ability to lift up to 40lb
Fluent in English and a second language is encouraged
Have access to a robust benefit plan

151

Front Desk Supervisor Resume Examples & Samples

Guest Service: Accountable for guest satisfaction by ensuring service standards are met and guests’ needs and concerns are responded to in a timely manner with a focus on service recovery when applicable. Works side by side with staff to train and model appropriate guest service standards. Responsible for holding staff members accountable for anticipating needs and exceeding guest expectations. Achieves business revenue goals by developing and implementing creative service programs designed to increase guest satisfaction
Financial Results and Cost Control:Responsible for management of expenses to maximize hotel profitability. Responsible for effective labor management through proper scheduling, monitoring, and adjusting based on business needs. Seeks and implements cost saving measures and efficient purchasing strategies in order to meet/exceed budget for expenses. Follows B. F. Saul Company Hospitality Groupprocurement guidelines and applies good business judgment. Assists with the preparation and management of the department budget. Manages and maintains company assets to stay within budget guidelines and prolong the life of company resources. Uses expertise to advise and implement changes to front desk operations as needed, while maximizing revenue and occupancy
People Management and Training: Responsible for evaluating staff performance and takes appropriate corrective action as needed to hold team members accountable. Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing team members. Responsible for interviewing, hiring, coaching, and development of all team members. Responsible for all required training for department team members and ensuring training records are maintained. Analyzes quality issues, identifies training needs and ensures implementation to improve results. Utilizes available resources and adheres to B. F. Saul Company Hospitality Grouptraining policies. Promotes collaboration and positive, professional work environment
Self/Workload Management: Attends all daily, weekly and/or monthly department/hotel meetings to ensure proper communication/planning occurs. Responsible for all front desk initatives. Must have high attention to detail, good communication skills and leadership ability. Must have excellent organization skills, a high degree of creativity to facilitate efficient problem solving. Must be able to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines Adheres to all B. F. Saul Company Hospitality Group Standard Operating Procedures
Safety/Risk Management: Conduct routine inspections of front desk operations to maintain standards per B. F. Saul Company Hospitality Group, local, state and federal regulations. Ensures a clean and safe work environment, and follows all B. F. Saul Company Hospitality Group procedures for guest/team member incidents

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Front Desk Supervisor Resume Examples & Samples

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