The Front Desk Supervisor at the Hotel oversees the entire Front Desk staff to ensure that they successfully facilitate guest arrivals and departures, answers inquiries and provides information on the hotel and local area. They offer a friendly, professional face to the guests and act as a representation of the property itself.
- Oversee Front Desk Staff Members
- Set the front desk schedule on a weekly basis and submit to General Manager for approval.
- Review daily front desk checklists and logs to ensure that all daily tasks are being effectively and efficiently completed.
- Review all front desk documents to ensure that they are current and applicable to the Bungalow Hotel policies and procedures, and update when necessary for General Manager’s review and approval.
- Group, night audit reports.
- Room Inspections.
- Reporting Maintenance issues.
- Ordering supplies.
INTERACTING WITH GUESTS
- Always smile when greeting customers and offer-assistance.
- Maintain a positive, hospitable demeanor – you are a representation of the hotel!
- Answer all phone calls received at the front desk and direct to other hotel departments as requested or answer any inquiries.
- Know the area, points of interest, and prepare yourself to answer questions such as restaurant recommendations, etc.
- Gather all information from guests when booking a reservation, including contact information and credit card information. Handle cash and/or credit card payments appropriately. Advise guests of all fees when booking a reservation. Refer to the appropriate standard operating procedure (SOP) for further details.
- Complete and initial all registration forms.
- Confirm with any guests checking in that their pet is 30 pounds or less.
- Receive any early check-in and late check-out requests and contact the General Manager to confirm availability for the guest. Follow up with General Manager to ensure that it is completed, and the guest has received confirmation.
- Review and update the “Pass On” email at the start of shift regarding all outstanding items – be sure to label the email as “unread” before closing out.
- Check voicemail, fax and email frequently during each shift.
- Use the computer, internet, and hotel telephones, strictly for work purposes. Personal use is not permitted on hotel property and equipment.
- Provide information on gift certificates to guests who inquire. Contact the General Manager for more information on gift certificates.
- Maintain a grasp of the Aloha program and have an active ABC card on record with the hotel Controller.
- Remain updated on all front desk related standard operating procedures (SOPs).
- Participate in employee performance reviews, which occur every six (6) months.
- Maintain the balance in the cash box at the Bar and advise the General Manager is the balance does not match the records.
- Confirm that all credit card imprints are legible and must match name on the registration/reservation. Make sure that the date on the credit card machine is correct.
- Un-flag emails that have been addressed and ensure that all email confirmations are sent.
- Review deliveries that arrive during the shift and sign if approved – if unsure, contact the General Manager.
Shift Transitions & Closeouts
- Submit an “End of Shift” email to the General Manager at the end of the shift, detailing the following:
- Tasks completed during shift.
- Issues or Emergencies that occurred during shift and their current-status.
- Reservations confirmed during shift.
- Bartender closeout report (if applicable).
- Discuss “End of Shift” email with the front desk staff member taking over the front desk, addressing any questions that they may have, as a result, of your report.
- Walk through of bathrooms, outside seating area, back area and all other surroundings.
Emergencies & Complaints
- Refer any hotel room rate adjustments requests to the General Manager to address for the guest. Follow up with General Manager to ensure that it is completed, and the guest has received confirmation.
- Ensure that the front desk staff is aware of how to use the “panic button”, and if not, consult the General Manager immediately.
- File incident reports when necessary. Refer to the standard operating procedure for more details.
- Maintain the Cleanliness and Presentation of the Immediate Area
- Review the surrounding hotel lounge, bar, area immediately outside the front doors, and bathrooms to ensure that they are kept clean. Should any areas need to be cleaned, contact housekeeping and advise them of any issues.
- Ensure that the indoor fireplace is always turned on. Review the outdoor fireplace and turn on when guests are on property – however, use personal discretion to determine when to turn the outdoor fireplace off (if no guests are present, if there is rain or poor weather, etc). If the front desk agent is unsure, please contact the General Manager.
- Ensure that umbrellas are always open – however, in the event of inclement weather, they should be closed. The lights inside the umbrellas are to be turned on at night.
- Ensure that cushions are placed on the outside chairs – however, in the event of in climate weather, they are to be brought inside. Be alert to the weather and look after the cushions.
- Ensure that bar chairs are kept lined up at an angle. Ensure that the bathrooms are well stocked, checking the supply stock every hour.
- When vacating the desk for employee break or to assist a guest, place the “Away from the Desk” sign on the front desk so that it is visible for persons to see.
- Do not eat at the front desk – eating is only permitted in the kitchen.
- Ensure that the music is on and the sound level is at an appropriate level.
- Ensure the diffuser is always on.
- Advise housekeeping of any-and-all cleaning/janitorial issues in the front desk, lounge, bar, outdoor areas.
- Beware of special situations (i.e. guest vomits in the restroom) and be available to address immediately if housekeeping is unavailable. Make a decent attempt to resolve this situation.
- Ensure that housekeeping is updating the front desk team with the status of rooms being cleaned, then update appropriately in Lodgical.
- Complete scheduling and morning reports.
- Dress appropriately for the job – staff are encouraged to wear “smart casual” attire – no jeans, no cut-offs, no shorts, no transparent clothing.
- Arrive to work promptly and on time, ready for work. Friends are not permitted to accompany staff members during work.
- Do not remove any hotel property from the site – it is prohibited and subject to immediate termination, as well as possible charges.
- Sort through manager reports, ensure correct reports have been printed.
- Collect all night reports and Cancelled Reservation Reports.
- Review all Advance Sales, ensure all reservations have been charged for first night stay, and a confirmation has been sent.
- Review Cancelled Reservations, ensure all reservations are at a $0.00 balance and a cancellation has been sent to guest.
- If reservation was a GDS Res, ensure it was cancelled through admin and Res is at a $0.00 balance.
Guest Arriving Report
- Check all arrivals for any special request.
- Early arrival, wedding night etc.
- Inform housekeeping staff as well.
- Review all registrations, ensure each registration has imprint or copy of guest credit card.
- Check that all registrations were initialed and signed by guest, and the employee who checked them in has initialed as well.
- Place registration in back office for scanning.
- Read and respond to all emails.
- Forward all inquiry responses to management.
- Follow up with special occasion request.
- Clean front desk area and restock supplies for the day.
- Ensure log book is up to date.
- Organize coffee station and ensure everything is clean for arriving and departing guest.
- Collect and ensure all requested days off are approved by General Manager.
- Complete schedule for two weeks, ensure coverage for busy weeks.
- Complete housekeeping schedule based off chart, always ensuring coverage.
- Complete event inquiry sheet.
- Provide short tour of hotel.
- Explain room blocks to potential customer and give detailed information about how we may help their day run as smoothly as possible.
- Follow up with potential customer.
- Maintain folders for all upcoming blocks.
- Send updates to each room block and follow up with any special request.
- Print inventory list for Front Desk and Housekeeping.
- Complete inventory list and give to management.
- Pick up inventory for week.
EQUAL OPPORTUNITY EMPLOYER & EQUAL HOUSING PROVIDER