Front Desk Supervisor - Hawthorn Suites Kent

Front Desk Supervisor - Hawthorn Suites Kent

Front Desk Supervisor - Hawthorn Suites Kent


Job Type: Full-Time
Location: Kent, WA
Post Date: 01/30/2012




Job Description:

Hawthorn Suites - Kent, WA - The Perfect Hotel for an Extended Stay or Weekend Getaway. Hawthorn Suites hotels feature spacious Studio and Townhome Suites with full kitchens and on-site guest laundry and valet service. Fitness room and outdoor seasonal pool and hot tub available. We are looking for a Front Desk Supervisor to join our team.

GENERAL PURPOSE

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Manages front office staff during appropriate shifts.

ESSENTIAL DUTIES/RESPONSIBILITIES

Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.
Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the suite for the next sell.
Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.

Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.

Operates the PBX equipment by answering incoming calls within two (2) rings, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.
Maximizing revenue in each phone/desk transaction.
Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
Maintains a friendly, cheerful and courteous demeanor at all times
Performs other duties as assigned, requested or deemed necessary by management.

OTHER DUTIES/RESPONSIBILITIES

Processes all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests in order to ensure the information is received by the guests in the most timely and accurate method possible.
Contributes and maintains established information and communication sources such as department and front desk log books in order to enhance department communications and operations.
Is well groomed and in uniform with name tag at all times.
Has a friendly and personable attitude with each encounter. Represents the hotel with the utmost of professionalism.
Handles guest issues, challenges, and problems as they arise. Come to a resolution to exceed all guest expectations
Complies with the hotel conduct policy.

Reviews and maintains the log book at the desk for communication purposes.
Maintains and controls the keys at the front desk, including weekly key count
Schedules and training of all staff.
Has complete knowledge of emergency procedures of the hotel.
Maintains a clean, organized and presentable work environment at all times.
Orders monthly supplies.
Ensures that all of the proper supplies are at the desk to complete each day.
Implementation of new procedures and or policies.
Ensures that the AM shift and PM shift sheet is completed each day.
Assists in closing of the day.
Ensures that the house is set up daily before leaving.
Prepares for the flow of the day including set up for walks.
Responsible for special event bookings and advance deposit postings.
Reviews reservations taken on the previous day.
Maintains absenteeism/tardy policy.
Leads and sets examples for the staff by following all policies and procedures to the letter.
Administers front desk incentive program with approval of FOM and/or GM
Takes responsibility in the absence of the FOM.
Ensures that the correct rates are running nightly and the hotel strategy is in place..
Provides assistance to other employees and departments to contribute to the best overall performance of the department and the hotel.
Has complete knowledge of Quality Service Delivery and reinforces all associates follow it.
Maintains flow of communication between Front Office , Director of Operations, General Manager, and any other department involved in an issue.
Help FOM coordinate weekly scheduling of all Front Desk associates.
Maintain proper staffing at the Front Desk.
Create MOD report daily, reporting and passing on to the next shift all information that need to be followed up on, questions, problems, mistakes, service recovery items, HUGS done, etc,

JOB QUALIFICATIONS

Must have total understanding of all hotel front office procedures.
Must have high school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems.
Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
Must be fluent in oral and written English.

High School diploma or equivalent.

Minimum one years previous experience as a front office supervisor or minimum of two years front office experience in hotel work.

Sage Hospitality Resourcesis one of the nation's leading hotel management and development companies, specializing in management and development of full service and limited service hotels nationwide. We are recognized as an innovative leader in the industry as an operator, employer, developer, and investor. In every business activity, Sage is focused on its vision - "To be recognized by our customers as the best in our business."

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace, perform pre-employment substance abuse testing and criminal background screening.