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Front Desk Supervisor, Holiday Inn Express Dubuque-West

Company: ONE Lodging
Location: Dubuque
Posted on: February 8, 2019

Job Description:

ONE Lodging - now part of Aimbridge Hospitality BIG PICTURE: The Front Desk Supervisor will serve as a key liaison for hotel guests and will assist the Front Office Manager and/or Assistant General Manager in ensuring that the highest standards for service, safety, privacy and comfort are maintained at the Front Desk.The Front Desk Supervisor will direct and support Front Desk operations to include entering and confirming reservations, processing group billing and rooming lists, check-ins/check-outs, training of new Front Desk Agents, compliance with brand programs, fulfilling guest requests and answering public inquiries.Working in close partnership with other departments, the Front Desk Supervisor is accountable for coordinating activities related to front desk operations, and for supporting an energized, team-oriented and positive work environment within the department and throughout the hotel. CORE ACCOUNTABILITIES:* Monitor front desk daily activities and collaborate with FOM/AGM to ensure successful operations.* Execute and assist others in carrying out departmental procedures, standards, guidelines and objectives.* Support people-related processes for the department as directed, such as training of new staff, scheduling and delegating daily tasks.* Organize activities against forecasted business volume; Assist FOM/AGM in ensuring proper planning and staffing.* Use understanding of rates and systems to support the hotel's sales, revenue management and overall business strategies to maximize revenues and profitability.* Ensure that guests are welcomed and engaged by Front Desk staff according to brand and company standards, and that their needs and requests are properly attended to.* Monitor each shift to ensure that proper methods of payment are taken and that procedures for cash handling are followed.* Run, review, distribute and file required daily reports, as directed.* Assist in instances of guest dissatisfaction; Facilitate the resolution of complaints, concerns or issues in a timely and helpful manner.* Report and follow up on any Housekeeping issues, maintenance issues or safety hazards.* Work to drive exceptional service and guest satisfaction at all points of contact related to front office, to include pre-arrival, check-in/check-out and transportation.* Help to facilitate effective communication within the department; Conduct huddles for all shifts and ensure understanding of daily needs, objectives, priorities and key areas to focus on.* Ensure proper levels of front desk supplies.* Serve as product knowledge expert regarding brand-specific requirements, systems, processes, and programs.* Support the company's safety and security programs and ensure adherence to all company policies, practices, procedures and guidelines.* Perform other duties as needed and as directed by General Manager, Assistant General Manager, Maintenance Director, Sales Director and other Leadership Team members.* REQUIRED ATTRIBUTES:* A minimum of 1 year previous hotel front office operations experience.* Tech savvy, with high proficiency in all Microsoft Office programs, as well as brand systems, standards and requirements.* Exceptional verbal and written communications with demonstrated success in collaborating with diverse organizational functions to accomplish common goals.* Exceptional service orientation, with keen ability to focus and deliver on guest needs.* Reliable and responsible character, with exceptional follow up and attention to detail.* Proactive approach, with exceptional initiative and problem solving abilities to ensure the highest levels of productivity and guest satisfaction.* Ability to multi-task and effectively manage numerous priorities within a fast-paced environment.* Schedule flexibility and ability to work extended and/or irregular hours to include nights, weekends and holidays.

Keywords: ONE Lodging, Dubuque , Front Desk Supervisor, Holiday Inn Express Dubuque-West, Hospitality & Tourism , Dubuque, Iowa

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