Front Desk Supervisor

Location Charleston, SC
Property The Spectator Hotel
Date Posted April 18, 2019
Job Type Customer Service, Front Desk, Management

Description

Charleston, SC – The Front Desk Supervisor is a leadership team level position for The Spectator Hotel, a luxury boutique hotel located in downtown Charleston, SC. The main focus of the position is on directing and overseeing the concierge and front desk team members to ensure success.

Task and Responsibilities:

  • Lead and inspire staff to perform at the highest standards of luxury service, in line with standards comparable to AAA 5 diamond and Forbes 5 stars
  • Develop and foster a strong orientation toward customer service and quality by expanding and improving service quality throughout the hotel and operation
  • Empowers associates to provide excellent customer service
  • Acts and serves as the property Manager on Duty (MOD) and oversees all property operations, ensuring that the highest levels of hospitality and service are provided
  • Serves as a leader in displaying outstanding hospitality skills
  • Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property
  • Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement
  • Manage staff, preparing work schedules and assigning specific duties
  • Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met
  • Maximizing ADR and Occupancy by observing room availability and flow
  • Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement
  • Sets a positive example for guest relations. Responds to and handles guest problems and complaints. Ensures associates understand customer service expectations and parameters
  • Participates in the development and implementation of corrective action plans to improve guest satisfaction
  • Records guest issues in the guest response tracking system. Participates as needed in the investigation of associate and guest accidents
  • Under the direction of the Director of Guest Services: Assist with the overall direction, coordination and evaluation of all areas of the staff including: interviewing, hiring, training, staffing, assigning, and directing work, addressing complaints, and resolving service issues
  • Create strategies to streamline process management of front of house and back of house operations, including storage and organization of hotel related items
  • Champion training initiatives, using encouragement and hands on training of all staff members
  • Analyze multiple channels of guest and quality assurance feedback, communicating them to all relevant teams and taking corrective actions
  • Maintain open lines of communication, delegating responsibilities, working with other related departments and reporting to senior management
  • Actively promote a work environment which genuinely cares for guests and associates
  • Effectively communicate and enforce company rules and regulations
  • Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process
  • This position directly manages assigned staff and indirectly manages all subordinates
  • This position reports directly to the Director of Guest Services, under the direction of the General Manager

Minimum Requirements:

  • Minimum (2) years of hospitality or guest service experience required (luxury or boutique hotel experience preferred)
  • Previous supervisory and management experience strongly preferred
  • Excellent communication skills, both written and verbal
  • Proficient in MS Office and adaptable/flexible in technical learning ability of hotel related systems. Prior experience in RoomKey PMS, M3, Heartland are preferred
  • Must be willing to work days, nights, overnights, weekends, and holidays, and dates that meet the demands of a luxury hotel environment
  • Strength in leadership, organizational, administrative, and time management skills
  • Performance driven, assertive, self-motivator, and hardworking
  • Stand, sit, or walk for an extended period of time
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance
  • Perform other reasonable job duties as requested by Supervisors

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Additional Comments


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