Front Desk Supervisor

Under the guidance of the Front Office Manager, ensure Guest Services runs as an efficient and organized unit; act as the main contact/service center for internal and external guests; increase communication between departments throughout the property by coordinating the process of receiving and resolving guest issues and requests. Gain guest loyalty by utilizing the provided systems and tools consistently and efficiently while providing leadership and direction for the Guest Services Department, including training, motivating and managing the employees.

Duties and Functions:

• Determine work procedures, prepares work schedules, and expedites workflow of subordinates; assign duties and examines work for preciseness, neatness, and conformance to policies and procedures; study and standardize procedures to improve efficiency of subordinates.
• Adjust errors and responds to concerns.
• Keep records of room availability, rates, etc.
• Make, confirm and cancel reservations, usually over telephone, fax or other reservation other reservation system.
• On a daily basis, complete travel agent commissions, block rooms for V.I.P.’s, and “sets the house” (balances and assigns rooms).
• Track and bill “no-show” guests.
• Understand and enforce hotel and company credit policies.
• Utilize yield management polices to maximize revenue and occupancy and work closely with sales department to implement strategies to maximize room revenue.
• Other duties as assigned.
• Answer all phone calls promptly and in a courteous manner.
• Be knowledgeable of current rates, marketing specials, hotel operations and other information necessary to answer guest inquiries.
• Know the layout of the hotel including all room types, suites and meeting rooms. Have a complete working knowledge of the reservation functions in the hotel.
• Be aware at all times of the selling status of the
• Have a complete knowledge of our special rates and packages and know which benefits are included in each.
• Be aware at all times of the selling status of the hotel.
• Have a complete knowledge of our special rates and packages and know which benefits are included in each.
• Secure all required information from the guest when making a reservation.
• Understand and follow reservation policy pertaining to guarantees, cancellations and no-shows and communicate them clearly to each guest.
• Follow up on any guest requests to ensure satisfaction in a friendly and professional service style.
• Process all advance deposits on future reservations, and post each deposit to guest’s reservation.
• Balance shift audit and run necessary reports daily.
• https://careers.accor.com/global/en/job/ft-front-desk-supervisor-in-sls-lux-brickell-miami-united-states-jid-57592