Front Desk Supervisor

The Sheraton Stonebriar just finished a multi-million dollar rooms renovation. The property has 168 rooms, a full service restaurant (Emerson), a beautiful outdoor pool deck and 6,000 sq. ft. of meeting space. Assist the Front Office Manager in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals. Ensure that the arrival, departure, and any other guest contact experience are conducted in an efficient and friendly manner. HEI Hotels and Resorts is an equal opportunity employer.

Responsibilities

Assist the Front Office Manager in managing Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals; Ensure arrival, departure and other guest contact experiences are efficient and friendly; Communicate effectively verbally and in writing to provide clear direction to staff, assign and instruct guest service agents, and observe performance and encourage improvement; Greet guests with a friendly welcome, listen to requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions; Complete the registration process, confirm guest details and room rate, promote HEI Hotels and Resorts and brand-specific marketing programs, select rooms based on guest needs, code electronic keys and close out guest accounts at check out; Verify and imprint credit cards, handle cash, balance an assigned house bank, accept and record vouchers, traveler's checks and other payments, and post charges to guest rooms and house accounts; Answer the telephone, input and retrieve messages, and retrieve mail, small packages and facsimiles for guests; Remain calm during emergencies and heavy activity, serve as a role model for clerks and associates, resolve customer complaints through research and effective solutions, and authorize revenue allowances only after other alternatives have been offered; Comply with attendance rules and be available to work on a regular basis; Perform other job-related duties as assigned

Requirements

One year experience in customer service in hospitality or similar industry; Ability to effectively deal with internal and external customers, including those requiring patience, tact and diplomacy to defuse anger, 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 stand, walk and continuously perform behind the front desk; Ability to observe and detect signs of emergency situations with or without reasonable accommodation; 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; Effective verbal and written communication skills; Ability to adapt communication style to suit different audiences

Benefits

Competitive Medical and Dental programs through Anthem Blue Cross Blue Shield; Vision insurance through EyeMed; Vacation, Sick and Holiday programs; Pet insurance through the ASPCA; Supplemental, Spousal and Child Life insurance; Short and Long-Term Disability plans; 401(k) Savings Plan with matching funds; 'YouDecide' and Hotel Room Discount programs; Health and wellness packages; Travel perks, product and service discounts; Competitive compensation and PTO programs; Benefit details and eligibility vary by location and employment status