Front Desk Supervisor

Grand Beach Hotel Bay Harbor View Company Profile

The Grand Beach Hotel prides itself on ensuring that every guest has a truly exceptional hotel experience. We rely on each employee’s individual talents to exceed our guests’ expectations.DEPARTMENTAL* Conducts shift briefings to ensure hotel activities and operational requirements are known* Supervise front desk operations during assigned shift including:1) Maintenance of guest information2) Maintenance of information about local events3) Compile occupancy statistics4) Assisting with complaints* Supervise cashiering activities during shift including:1) Cash handling and banking procedure2) Dealing with irregular payments3) Instructing staff in credit policies and facilities4) Instructing staff in cash security procedures5) Carry out debtor control6) Supervise the cashiering system* To carry out the duties in the absence of the Front Desk Manager on DutyHUMAN RESOURCES AND TRAINING* Works with AFOM/FOM and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:1) Conduct on the job training in accordance with the departmental standards and procedures and maintains a record of progress for each staff member2) Provide input for probation and formal performance appraisal discussions in line with company guidelines3) Ensure new staff attend GBH Orientation within first month of hire4) Coach, counsel and discipline staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performanceCOST MANAGEMENT* Works with superior in the preparation and management of the department’s budget and is aware of financial targets* Recycles where-ever possible and enforces cost saving measures to staffOCCUPATIONAL HEALTH AND SAFETY * Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures* Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly* Initiate action to correct a hazardous situation and notify supervisors of potential dangersThis Job Description is not exhaustive of all job tasks but a guide, and tasks may be added or removed by your immediate supervisor according to changes that may occur in the working environment.Job SpecificationsQualificationsJob DutiesJob SpecificDrive For Results* Set high performance standards and pursue agreed goals (with your Manager)* Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles* Report problems to Management with suggestions for resolutionUnderstanding Hotel Operations* Demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information* Understands the hotel’s business priorities, products and services and has a good grasp how the department is run* Brings best practice to the attention of department, shares new ideas that have been read about or discovered* Clearly understands how their own role and the role of others impact associate satisfaction, guests and department performanceProblem Solving and Decision Making* Diagnose problems and thoroughly analysis information to guide decision making* Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisionsCustomer Focus* Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs* Take action to address these needs in order to exceed their expectations* Create a positive hotel image in every interaction with internal and external customers* Adhere to hotel brand standards* Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guest* Assist guests and escort them to locations within the hotel at their request* Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests need* Maintain current Hotel information to be able to provide information to guestsTeamwork* Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments* Communicate well to ensure effective shift hand-over* Actively participate in and conduct organized meetings* Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two-way communicationAdaptability* Be open to new ideas and make changes in the job and routine as required* Work in line with business requirements in a flexible and optimistic manner* Complete tasks as directed by Management* Deputize in the absence of your managerPlanning and Organizing* Establish action plans and schedules for meeting departmental priorities* Assign responsibilities, allocate resources and co-ordinate the activities of yourself and others to meet objectives effectively and efficiently* Prepare induction programs for new employees and allocate sufficient time for their implementationImpact and Influence* Promote your ideas persuasively, and shape the opinion of subordinates and overcome resistance* Build consensus for action and negotiate mutually beneficial solutionsImplementation* Work with your Manager to ensure you have a clear view of what is required to achieve results and take action and responsibility to deliver it. Ensure your team meet deadlines and quality standards and tasks and projects are completed as required* Adheres to and enforces the InterContinental Hotels Group Code of Conduct, Hotel Policy and Departmental ProceduresLeading and Developing People* Inspire others to excel by clearly communicating department and section goals and priorities, recognizing good performance and supporting employees when required* Develop potential of others through training, coaching and development opportunitiesCultural Awareness* Work effectively with customers and colleagues from different viewpoints, cultures and countries* Work to understand and consider the global nature of the businessRequirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.Within the first 30 days must be able to perform to standard all activities on the New Hire Training Checklist.

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