Dune House Front Desk Supervisor Supervises front office staff ensuring an efficient operation producing excellent results for our customers. 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. Responsibilities include: Supervising the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests. Training, directing the work of, resolving issues/problems and coaching and counseling the front desk team members to ensure a quality operation. Resolving customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service. Completing established check-in procedures for arriving guests and facilitating guest departure in order to close the guest account and make the room available for the next guest. Regularly calculating and/or posting 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 and accurately answering inquiries from potential guests and accepting hotel reservations. Using suggestive selling techniques to sell room nights, increase occupancy and revenue. Maintaining 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. Operating the PBX equipment, including assisting outgoing calls, scheduling and setting wake-up calls and paging guests. Controlling cash transactions at the front desk and maintaining complete responsibility for personal bank as specified by hotel bank agreement policy. Maintaining a friendly, cheerful and courteous demeanor at all times. Performing other duties as assigned, requested or deemed necessary by management. Qualifications include: Education/Formal Training: High school education or equivalent experience. Experience: 1 or more full years employment experience in a related position with this company or other organization(s). Knowledge/Skills: Understanding of all hotel front office procedures. High school graduate level mathematical aptitude and knowledge of standard cash handling procedures and computerized cash register systems. Past experience in dealing directly with the public and acquired general knowledge of basic customer service skills. Knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines. Supervision/management skills. Ability to communicate information and hotel services to management and guests. Second language may be required. Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing. Physical Demands: Ability to communicate in person and on telephone frequently. Ability to read written communiqus, analyzing reports and seeing monochrome computer screen. Excellent speech communication skills required for continual interaction with guests. Frequent use of phone. Excellent literacy necessary to analyze report data, prepare reports and initiate correspondence. Continuous standing 90% of time -communicating with guests. No climbing required. No driving required. Lifting up to 50 lbs. guest luggage; limited. Pushing up to 50 lbs. bell cart; limited. Pulling up to 50 lbs. bell cart; limited. Carrying up to 25 lbs. guest luggage; limited. Continuous standing -80% of shift. Environment: Prolonged standing at indoor, thermostatically climate-controlled work station under florescent lighting. Work inside 95% Benefits include: Eligible to enroll in medical insurance with employer covering up to 70% of premiums with wellness credit Eligible to enroll in dental insurance with employer contribution towards premiums
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