Supervisor, Front Desk

Job Description

Job Description

At Moody, we believe that people are the most important ingredient of any business. It’s the people who ultimately determine what can be achieved. That’s why creating a culture based on trust, respect, and hard work is our top priority. We encourage our people to always reach higher, learn more, and live up to their potential, delivering our customers the best real estate solutions possible.

The Courtyard - Houston Medical Center/NRG Park, managed by Moody National Management LP is currently looking for a Front Desk Supervisor to join our team.

All associates are offered competitive pay, flexible scheduling opportunities, paid holidays and 401(k) with Employer Match. Full-time associates also enjoy paid time off and comprehensive benefits (including medical, dental, and vision).

Summary:

The Front Desk Supervisor supervises Front Desk operations during an assigned shift to achieve high levels of customer satisfaction by providing quality service and complying with corporate/brand policies and procedures while meeting/exceeding financial goals.

Essential Functions:

• Supervise Front Desk staff during assigned shift. Train and coach, resolve problems, and recommend disciplinary action as necessary.

• Personally conduct Front Desk activities; check guests in and out efficiently and courteously; respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution.

• Pre-register, block reservations and take same-day reservations following hotel rate structures, discounts, and sell strategies; cancel reservations according to procedures.

• Prepare Front Desk reports in a timely and accurate manner; run room status reports and disseminate information to relevant departments and individuals; print cashiers reports and verify balances; update group information and relay information to affected departments.

• Implement Company/Brand programs to achieve service quality goals are achieved, while ensuring compliance with all specified policies and procedures; communicate with sales staff to define and implement sales strategies for improving occupancy levels and revenues.

• Monitor and maintain the Front Office systems and equipment to ensure optimum performance; report issues as necessary; monitor key control to maintain hotel security.

• Other duties as assigned by management.

Skills:

• General knowledge of other departments in the hotel, including a good understanding of basic operations and functions of all other departments and emergency systems, policies and procedures.

• Proficiency with Front Desk computer systems and with Word, Excel, and MS Outlook.

• Excellent problem-solving, interpersonal, written/verbal communication and telephone etiquette skills.

• ExcellentcommandoftheEnglishlanguage ; secondlanguageproficiencydesirable

• Excellent time management skills and ability to multi-task and prioritize work.

• Strong customer service skills with a friendly and approachable demeanor.

• Ability to work well independently and in a team environment

Competencies:

• Approachability - Is easy to approach and talk to; spends the extra effort to put others at ease; can be warm, pleasant, and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; is an early "knower", getting informal and incomplete information in time to do something about it.

• Communication Skills - Is able to communicate clearly and succinctly in a variety of communication settings, styles and methods; can get messages across that have the desired effect.

• Dependability - The extent to which the employee can be depended upon to be available for work, do it properly, and complete it on time with minimal supervision. The degree to which the employee is reliable, trustworthy, and persistent.

• Guest Relations - Communicates with guests in a professional and courteous manner. Puts their needs and wants first.

• Work Quality - Is dedicated to providing the highest quality products and services which meet the needs and requirements of internal and external customers; is committed to continuous improvement through empowerment and management by data; is willing to re-engineer processes from scratch; is open to suggestions and experimentation; facilitates a learning environment leading to the most efficient and effective work processes.

Education and Experience:

• High School diploma or equivalent.

• 1+ year of hotel front desk experience.

• All positions must also complete any additional training required by manager or as assigned by the Brand or Moody.

Physical Demands & Work Environment:

• This job operates indoors in a hotel environment.

• Ability to frequently stand, bend, kneel, walk and reach with hands and arms.

• Ability to occasionally lift products and supplies, up to 25 pounds.