Front Desk Supervisor

If you love saying YES and enjoy engaging with the community by leading with ART, 21c Museum Hotels is one of the pioneering examples of bridging the worlds of art and hospitality.  We combine a multi-venue contemporary art museum, boutique hotel and a chef driven restaurant to create a unique and welcoming opportunity.

Come join our Flock!

Title: Front Desk Supervisor – Durham

Reports To: Front Office Manager/Rooms Manager

Supervises: Front Desk Agents, Valets

General Purpose: The Front Desk Supervisor handles internal and external guest issues, in the absence of the manager. Operating primarily from the front desk, this position ensures all front desk and valet functions are completed accurately and efficiently and sees that any major guest complaints or employee complaints are properly communicated and documented to the management staff. The Front Desk Supervisor also acts as a liaison between Front Desk, Housekeeping, and Engineering, and ensures that all requests to these departments are fulfilled within a timely manner.

Specific Responsibilities

• Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services.  Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.  Manages front office and valet staff during appropriate shifts.

• Oversees all day to day operations of Front Desk and Valet staffs, insuring that all established front office and hotel policies are followed.

• Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.

• Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the suite for the next sell.

• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.

• Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.

• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.

• Operates the PBX equipment by answering incoming calls within two (2) rings, assisting outgoing calls, scheduling  and setting wake-up calls and paging guests to provide guests with timely and efficient service.

• Maximizing revenue in each phone, desk, or valet transaction.

• Controls cash transactions at the front desk or valet area and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.

• Maintains a friendly, cheerful and courteous demeanor at all times.

• Performs other duties as assigned, requested or deemed necessary by management.

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