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Overnight Front Desk Supervisor

Referenzinformationen

Region
Vereinigte Staaten von Amerika
Bundesland/Kanton/Stadt
Dallas, Texas
Standort
Rosewood Mansion on Turtle Creek
Abteilung
Zimmer – Frontoffice
Subtyp
Festangestellt in Vollzeit

Jobbeschreibung

Responsible for supervision of all aspects of the Overnight Front Desk functions, in accordance with hotel standards.  Directs, implements, and maintains a service and management philosophy which serves as a guide to respective staff.

 

Essential Duties and Responsibilities – (Key Activities)

The following are specific responsibilities and contributions critical to the successful performance of the position:

  • Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
  • Ensure that standards are maintained at a superior level on a daily basis.
  • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
  • Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
  • Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
  • Maintain positive guest relations at all times.
  • Resolve guest complaints, ensuring guest satisfaction.
  • Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
  • Maintain complete knowledge at all times of:

All hotel features/services, hours of operation.
All room types, numbers, layout, decor, appointments, and location.
All room rates, special packages, and promotions.
Daily house counts and expected arrivals/departures/ VIPs.
Room availability status for any given day.
Scheduled in-house group activities, locations, and times.
All hotel and departmental policies and procedures.

  • Access all functions of the computer system.
  • Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
  • Establish par levels for supplies and equipment.  Complete requisitions to replenish shortages or additional items needed for the anticipated business.
  • Ensure that current information on rates, packages and promotions are available at the Front Desk and that all staff is knowledgeable on such.
  • Review the daily business levels, anticipate critical situations, and plan effective solutions to best expedite these situations.
  • Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
  • Ensure that staff report to work as scheduled.  Document any late or absent employees.
  • Coordinate breaks for staff.
  • Assign work duties to staff.
  • Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
  • Inspect grooming and attire of staff; rectify any deficiencies.
  • Inspect, plan, and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
  • Constantly monitor staff performance in all phases of service and job functions. rectify any deficiencies with respective personnel to include Front Desk staff, Bell/Door staff, PBX staff and Concierge staff.
  • Monitor the hotel front entrance and resolve any congested situations.
  • Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
  • Monitor communication logs and ensure that guest requests are followed up within       minutes. 
  • Monitor safe deposits boxes procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
  • Monitor guest mail and ensure that it is processed according to procedures.
  • Monitor and ensure that express checkouts are processed through the system.
  • Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
  • Assist staff with their job functions to ensure optimum service to guests.
  • Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
  • Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
  • Ensure security of guestroom access.
  • Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:

Contracted banks
Shortages/overages
Late charges
Petty cash/paid outs
Adjustments
Posting charges
Making change for guests
Cashing personal/travelers checks
Payment methods/processing
Settling accounts
Closing reports
Cashier reports
Balancing receipts
Dropping receipts
Securing banks

  • Review previous night's no-shows, verify, and ensure billing of such.
  • Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
  • Assist staff with expediting problem payments.
  • Anticipate sold-out situations and know how many rooms are overbooked.  Handle overbooked or “walked” guests.


Experience -

Minimum one year experience as a Front Desk Agent, preferably in a luxury or ultra-luxury hotel

General Skills -

Must be able to perform job functions with attention to detail, speed, and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

 Technical Skills -

Ability to communicate (verbal and written) in English with co-workers, guests, and management. 
Working knowledge of MS Word, Excel
Knowledge of PMS and hotel point of sales systems.
Ability to stand for prolonged periods of time.

Education or Certification -

High school diploma

Language -

Required to speak, read, and write English, with fluency in other languages preferred.

Physical Requirements -

Must be able to endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, lift up to 20 pounds, and satisfactorily communicate with guests and co-workers to their understanding.


Über uns

One of the most romantic hotels in Dallas, Rosewood Mansion on Turtle Creek® retains the intimate ambience of the private residence it once was. Meticulously restored interiors and impeccable service, attentive associates and thoughtful amenities make it an icon among Dallas luxury hotels. For decades, the Mansion Restaurant has been acclaimed as one of the best restaurants in Dallas for fine dining. A proud tradition of culinary excellence is at the heart of all dining experiences at Rosewood Mansion on Turtle Creek, which also presents guests with options for al fresco and in-room dining.