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Company: Milestone Hospitality Management
Website: www.milestonehotels.com
Contact: Diane Speert – Director of Human Resources
Position: Front Office Supervisor
Location: Doubletree Greensboro – Greensboro, North Carolina
Please email resumes (including salary requirements) to dspeert@milestonehotels.com
EXAMPLES OF DUTIES
• Communicate effectively both verbally and in writing to provide clear direction to staff
• Assign and instruct guest service agents in details of work
• Observes performance and encourages improvement
• Monitors lobby traffic and makes staffing adjustments accordingly
• Promptly complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests based on guest needs
• Code electronic keys
• Non-verbally confirm the room number and rate
• Provide welcome folders containing room keys, certificates, and coupons as appropriate
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for GSA’s and other employees
• Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions
• Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations
• Authorize revenue allowances to remedy problems only after other alternative solutions have been offered
• Greet guests immediately with a friendly and sincere welcome
• Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions
• Promptly answer the telephone using positive and clear English language
• Input messages into the computer
• Retrieve messages and communicate the content to the guest
• Retrieve mail, small packages and facsimiles for customers as requested
SUPPORTIVE FUNCTIONS
• Prepares daily forecast of expected arrivals and departures
• File registration cards in room number order
• Retrieve registration cards from the files for each check-out
• Other duties as assigned by the supervisor such as assisting in roles of Assistant Manager, Night Audit, Reservations, Bell Captain, or Manager on Duty
SPECIFIC JOB KNOWLEDGE, SKILL, AND ABILITY
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and 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 listen effectively and to speak English clearly
• Ability to access and accurately input information using a moderately complex computer system
• Ability to stand, walk, and continuously perform behind the front desk
• Hearing and visual ability to observe and detect signs of emergency situations
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generate
QUALIFICATION STANDARDS
Education
• Any combination of education and experience equivalent to a four-year college degree or experience that provides the required knowledge, skills, and abilities
• High school diploma or equivalent required
Experience
• Two years combined prior front desk and supervisory experience preferred
• Minimum six months supervisory experience or one year comparable front desk, hospitality or related experience
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