Front Desk Supervisor

Company: Crescent Hotels & Resorts, LLC

General Information
US-AZ-Scottsdale
N/A
None
Full-Time
At least 1 year(s)
Negligible
False
False
Job Description Position: Front Desk Supervisor-

Embassy Suites, Scottsdale, currently has an opening for a Front Desk Supervisor to Provide guidance and leadership to Guest Service associates as
the Front Desk Supervisor ensuring consistent quality customer service is delivered.

REPORTS TO: Front Office Manager/Front Desk Manager

ESSENTIAL JOB FUNCTIONS:
1. Communicate effectively both verbally and in writing to provide clear
direction to staff. Assign and instruct guest service agents in details of work.
Observes performance and encourages improvement.
2. Greet guests immediately with a friendly and sincere welcome. Use a
positive and clear speaking voice, listen to and understand requests,
respond with appropriate actions and provide accurate information such as
outlet hours and local attractions.
3. Promptly complete the registration process by inputting and retrieving
information from a computer system, confirming pertinent information
including number of guests and room rate. Promote Crescent and brandspecific
marketing programs. Make appropriate selection of rooms based on
guest needs. Code electronic keys. Nonverbally confirm the room number
and rate. Provide welcome folders containing room keys, certificates,
coupons and refreshment center keys as appropriate. Close out guest
accounts at time of check out. In the event of dissatisfaction, negotiate
compromise, which may include authorizing revenue allowances. Requires
standing and continual mobility throughout front office area.
4. Verify and imprint credit cards for authorization using electronic acceptance
methods. Handle cash, make change and balance an assigned house bank.
Accept and record vouchers, travelers checks and other forms of payment.
Perform accurate moderately complex arithmetic functions using a
calculator. Post charges to guest rooms and house accounts using the
computer.
5. Promptly answer the telephone using positive and clear voice. Input
messages into the computer. Retrieve messages and communicate the
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Front Desk Supervisor
content to the guest. Retrieve mail, small packages and facsimiles for
customers as requested.
6. Remain calm and alert, especially during emergency situations and/or heavy
hotel activity, serving as a role model for clerks and other employees.
Resolve customer complications and complaints by conducting thorough
research of the situation and determining the most effective solutions. Make
decisions and take action based on previous experience and good judgment,
sometimes revising approach to accommodate unusual situation. Authorize
revenue allowances to remedy problems only after other alternative
solutions have been offered.
7. Communicate both verbally and in writing to provide clear direction to staff.
8. Comply with attendance rules and be available to work on a regular basis.
Job RequirementsMinimum Qualifications:
6 months front desk experience
Flexibility to work both AM and PM hours.

REQUIRED SKILLS AND ABILITIES:
Must have the ability to communicate in English. Self-starting personality with an even
disposition. Maintain a professional appearance and manner at all times. Can
communicate well with guests. Must be willing to “pitch-in” and help co- workers with
their job duties and be a team player. Ability to effectively deal with internal and external
customers, some of whom will require high levels of patience, tact and diplomacy to
defuse anger and collect accurate information and resolve conflicts. Basic mathematical
skills and considerable skill in the use of a calculator to prepare moderately complex
mathematical calculations without error. Ability to access and accurately input information using a moderately complex computer system.
Ability to communicate verbally and in writing and prepare complex reports of
room availability and revenues generated. Ability to establish and maintain effective
working relationships with associates, customers and patrons.

Physical demands:
Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations.

Additional information:
No relocation offered at this time. Crescent Hotels and Resorts is proud to be an Affirmative Action/Equal Opportunity Employer. Crescent Hotels and resorts is committed to providing equal employment opportunity for all persons in all facets of employment.