Front Desk

Guest Services Supervisor

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Job Title: Guest Service Supervisor
Reports To: Front Office Manager or Director of Front Office Operations 
Department: Rooms 
FLSA Status: Hourly/Non-Exempt 
Supervises: None 
Overview: Responsible for the daily operations of the Front Desk.  

Responsibilities 

  • All associates must provide excellent customer service to our guests 

  • Associates must treat each other with courtesy and respect 

  • While working associates must follow all company policies and procedures 

  • Associates must obey all state and federal laws 

  • Behavior while on the job must be in accordance with the Code of Ethics and Standards of Conduct for all associates 

  • It is imperative to be on time and ready for work at the start of the assigned shift 

Duties 

  • Provide excellent customer service to guests and other team members 

  • Make sound judgments and anticipate issues and opportunities 

  • Work with all staff to provide prompt service and customer satisfaction 

  • Make sound judgments and anticipate problems 

  • Handle comments, complaints, and concerns with a high level of efficiency and in the best interest of the guest 

  • Work closely with all other departments to ensure prompt service and overall guest satisfaction 

  • Ensure that guests’ special needs are met 

  • Greet arriving/departing guests in a professional and pleasant manner 

  • Be knowledgeable of daily functions or activities occurring at the lodge/hotel and in the Denali area in order to familiarize guests and answer their questions 

  • Familiarize guests with local activities and lodge/hotel services 

  • Works closely with and facilitate information between Front Desk staff, Housekeeping staff, Bell staff, and Food and Beverage staff to assure that guest needs and information are communicated effectively 

  • Serves as the central information center for all lodge operations 

  • Accounts for monies collected and goods sold.  Perform basic accounting and cash handling procedures 

  • Reconcile guest folios ensuring all charges are correct and accurate 

  • Responsible for obtaining valid form of payment upon arrival 

  • Display effective communication skills and a high sense of integrity 

  • Keep work area and Front Desk area clean, neat, and organized 

  • Coordinates all bag pulls with Front Desk, Bell staff, Group Desk, and Tour Directors, documenting the time on the bag pull sheets 

  • Possess the knowledge and ability to cover all positions for training and in the event of an unexpected absence 

  • Ensure bag pull times are correctly spaced with none overlapping 

  • Inform Supervisor of additional needs required to carry out duties 

  • Monitor lobbies for cleanliness and remove trash as necessary 

  • Responsible for assisting guests with reservations, check-in, check-out, and general requests 

  • Keep all Front Desk reports current 

  • Perform wake up calls and answer guest questions 

  • Provide housekeeping with an accurate list of check-outs, stay-overs, and early arrivals 

  • Inform Guest Services of transportation needs 

  • Responsible for answering phones, assisting guests with reservations, and answering questions 

  • Provide thorough notes and accurate data entry 

  • Run end of shift reports 

  • Relay important messages/maintenance requests/guest requests to the appropriate department 

  • Obtain goals set by the Front Desk Manager 

  • Other duties as assigned 

Requirements 

  • Experience working in the tourism/hospitality industry 

  • Must have a minimum of 1 year of Front Desk experience in a hotel 

  • Manager or supervisor experience, Previous customer service experience 

  • Effective communication skills and a high sense of integrity 

  • Must be a “people person” who thrives on public contact 

  • Communicate in a positive manner via phone, fax, and email with guests, coworkers, potential customers, travel agents, tour directors, and tour operators 

  • Possess time management skills, the ability to multi-tasks and work efficiently under pressure 

  • Computer and cash handling skills 

  • Familiarity with basic office equipment operation 

  • Be an assertive, confident decision maker and problem solver 

  • Computer and Cash handling skills 

  • The ability to work independently as well as part of a team, with various personalities and cultures, and with a positive attitude 

  • Self-motivated, detail oriented and a positive customer service attitude 

  • Possess time management skills with the ability to multi-task and work efficiently under pressure 

  • Ability to stand 8 hours 

  • Familiarity with basic office equipment operation 

  • Work approximately 40-48 hours per week 

  • Must be willing to work all shifts. 

  • Willing to work long hours, various shifts, split shifts, and on holidays and weekends 

  • Able to make sound judgments and anticipate problems 

  • Ability to lift fifty pounds, requires bending, lifting, folding, and stair climbing with or without reasonable accommodation 

  • CPR and/or First Aid training desirable 

Uniform 

  • Shirts and name tag will be provided   

  • Associate needs to provide black pants (not jeans), black closed-toe non-slip shoes, black socks, and a black belt 

  • Associate is responsible to wash and iron the uniform 

  • Associate must look sharp and  be clean upon arrival to shift