Front Desk Operations Supervisor
3 weeks ago
Job Summary:
Duty Manager plays a key role in ensuring seamless hotel operations, overseeing the Front Desk team to deliver exceptional guest services and maintain high standards of quality. This role involves conducting daily briefings, managing staff tasks, reviewing workflow, and analyzing variance reports to optimize revenue control and guest satisfaction.
Key Responsibilities:
- Conduct daily briefings and ensure all relevant information is shared with team members.
- Supervise and manage staff tasks to guarantee highest quality service delivery and adherence to department standards.
- Review and analyze workflow to identify areas for improvement and suggest enhancements.
- Analyze variance reports to ensure accurate revenue control, discounts, and rebates.
- Communicate with the Front Office Manager on all matters related to guest services and hotel operations.
- Document all guest-related issues using the logbook.
- Sign off on media and supervise shift handover procedures.
- Coordinate with other hotel departments as needed for general administration and operations.
- Provide management presence by assisting with guest needs and complaints.
- Assist Guest Relations in greeting, rooming, and sending off guests.
- Inspect the front and back of the house regularly for cleanliness and orderliness.
- Ensure front-line staff complies with marketing techniques to maximize sales.
- Check billing instructions, monitor guest credit, and address any discrepancies.
- Coordinate full house situations and make necessary arrangements for overbooking and pledge relocates.
- Ensure On-Call Valet Desk and driveways are manned and run efficiently.
- Comply with Safety, Security, and Loss Control policies and procedures at the lobby and driveway. Handle and manage hotel emergencies.
- Conduct Night Audit Process for the hotel.
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