Front Office Supervisor

The Crowne Plaza Pittsburgh South Hills is looking for a Front Office Supervisor to assist in leading our Front Desk team.

Primarily supervises front office team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction. Respond in a professional and courteous manner to guests by providing accurate and timely information and services.

You will also ensure hotel charges are processed diligently to guest’s accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements.

FRONT DESK SUPERVISOR DUTIES AND RESPONSIBILITIES:

• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Supervise daily shift process ensuring all team members adhere to standard operating procedures.
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Allocate rooms to expected arrivals after checking the guest’s preferences and special requests.
• Controls cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Performs other duties as assigned, requested or deemed necessary by management.
• Ensure Front office log book and hotel log book is always updated and actioned upon.
• Assist all departments in servicing the guests during high volume periods.
• As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.

PREREQUISITES:

Having a positive attitude and excellent communication skills along with a desire to motivate and lead a winning team.