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Front Desk Supervisor

Company: Hyatt Place Bethlehem
Location: Bethlehem
Posted on: November 18, 2021

Job Description:

Meyer Jabara Hotels has distinguished itself as an employer of choice, attracting innovative and talented industry professionals who deliver exceptional results. Our Associates are encouraged to reach their fullest potential by delivering a differentiated experience to our guests and an exceptional bottom-line. Position Description Job Title: Front Desk Supervisor Department: Front Office Organizational Structure Reports to: General Manager Subordinates: Front Desk Agents, Night Auditors, Housekeeping House Person, Bartenders, Shuttle Driver Summary Works along with the Hotel Manager to manage the functional areas of guest registration, guest service, and night audit to ensure guest satisfaction, associate satisfaction, and maximum hotel profitability. Additionally assumes the role of evening hotel manager on duty ensuring delivery of exceptional hospitality and service from all operating departments. Essential Functions Serves as a member of the Leadership Team, Manager on Duty (when required), and works with other management personnel to establish and implement hotel service standards to achieve maximum profitability and efficiency. Conducts oneself as a positive role model and example to staff. Maintains a "can do" and "guest first" attitude at all times. Arrives at work in a timely fashion and in accordance with the posted schedule. Abides by established uniform guidelines. Practices efficient and effective procedures. Reads and understands English to comply with function directions. Works as a member of the overall hotel team to ensure that each guest has an experience that exceeds their expectations. Provides training; including safety training sand standard operation procedures to all front desk personnel as directed by management. Assists General Manager and Front Desk Supervisory in the selection of front desk personnel. Must have flexible work schedule with the ability to work days, evenings, weekends, and overnight shifts. Supervises the work activity of the hotel staff under the direction of the General Manager. Oversees all operating departments to ensure each associate is performing the tasks assigned to them. Fill in as necessary to complete the tasks that remain. Assists management staff of hotel in assuring hotel staff is practicing efficient and effective procedures. Assists with performance evaluations and reports to the GM to better understand areas of weakness in the department and plots strategies to overcome those challenges. Reports any maintenance repairs to maintenance staff; records repair information in maintenance log, and follows up to ensure the work has been completed. Addresses guest complaints regarding service or equipment. Resolves complaints to the satisfaction of the guest. Assures requests are made in a timely manner. Knowledgeable on PMS as it pertains to functions of the front office. Reviews systems daily; finds and corrects any mistakes or discrepancies. Maintains personal contact with customers (both internal and external) including daily interactions with guests. Assists Front Desk Supervisor in maintaining appropriate inventory levels for the market and packages. Coordinates with housekeeping supervisor daily to ensure guests special requests are met. Works with front desk staff to meet or exceed benchmarked scores as it pertains to the front office. Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, security of monies, guest security, and emergency procedures as established. Takes control of lost and found as appropriate. Assists with rooming lists. Completes appropriate Manager on Duty paperwork (incident reports, MOD checklist, MOD wrap up email) in a timely manner and forwards to management staff. Takes the responsibilities of a front desk agent and/or night auditor when necessary. All other duties assigned. Competency To perform the job successfully, an individual should demonstrate the following competencies: Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions; Uses reason even when dealing with emotional topics Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance Interpersonal - Maintains confidentiality Oral Communication - Responds well to questions Team Work - Contributes to building a positive team spirit Written Communication - Writes clearly and informatively; Able to read and interpret written information Managing People - Makes self available to staff; Continually works to improve supervisory skills Diversity - Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment Organizational Support - Follows policies and procedures for including, but not limited to, dress code policies, cell phone, and social media Adaptability - Adapts to change in the work environment; Manages competing demands; Able to deal with frequent changes, delays, or unexpected events Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time Dependability - Commits to long hours of work when necessary to reach goals; Follows instructions, responds to ownership direction; Completed tasks on time or notifies appropriate person with an alternate plan Initiative - Asks for and offers help when needed Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently Professionalism - Treats others with respect and consideration regardless of their status or position Quality - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness; Applies to feedback to improve performance; Monitors own work to ensure quality Quantity - Strives to increase productivity Safety and Security - Observes safety and security procedures; Rectifies potentially unsafe conditions; Uses equipment and materials properly Relationships Internal: Front Office Department: communicate responsibilities/tasks Guest Services: to provide customer service Maintenance: notify of maintenance needs External: Guests: ensure satisfaction Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience: Bachelor's Degree in Hotel Management, Business Management, or Equivalent and four years guest service/hotel experience with two years in a supervisory capacity Language Ability: Ability to reach and comprehend simple instructions, short correspondences and memos; Ability to write simple correspondences Math Ability: Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's; Ability to calculate figures and amounts such as discounts, interest, and percentages Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or chart/diagram form; Ability to deal with problems involving concrete variables in standardized situations Computer Skills: A general knowledge of work processing and spreadsheet functions; General ability with the hotel PMS system Certificates and Licenses: No certifications needed Work Environment The work environment characteristic describe here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ...

Keywords: Hyatt Place Bethlehem, Bethlehem , Front Desk Supervisor, Other , Bethlehem, Pennsylvania

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