Position Title: Front Desk Supervisor
Location: Patriots Inn
Job Code:
Department: Front Desk
FLSA Status: Non-Exempt
Reports To: Front Desk Manager
Position Summary:
The Front Desk Supervisor assists in the supervision of front desk staff assuring that Owners and guests receive efficient
and courteous service. This position leads the front desk team in providing the highest level of customer service while
upholding the hospitality ideals of Daily Management, Inc.at all times. Core responsibilities include, but are not limited to
the following:
Specific Responsibilities:
• Provides the highest level of customer service by assisting guests and ensuring that any issues or challenges
are addressed in a professional and timely manner.
• Performs front desk clerk responsibilities as needed; processes guest registration and offers additional services
that the guest may require during their visit.
• Responds to more complex requests and accommodates guests’ special requests.
• Trains team members and provides ongoing guidance.
• Processes guest check outs and ensures no open balances are present.
• Ensures that all transactions balance at the end of shift as well as cash deposits.
• Posts room charges and collects payments following all cash handling procedures established by Daily
Management.
• Processes guest refunds and adjustments.
• Maintains contact with Housekeeping to report special needs/requests, late checkouts, and early arrivals.
• Reviews Online Travel Agency sites to verify arrivals.
• Remains abreast of current rental rates and cancellation policies and communicates same to front desk team.
• Issues/collects vendor and security keys assuring that all are accounted for at end of shift.
• Assures that daily in-house registration form check (pit check) is conducted and rectify discrepancies.
• Assures that all tasks on the shift checklist are completed.
• Maintains a front desk area that is neat and free of safety hazards.
• Is thoroughly familiar with Emergency Safety Procedures
• Maintains operations by following Daily Management policies and procedures.
• Maintains guest and team member information remains protected and confidential.
• Adheres to all work rules, procedures and policies established by Daily Management, Inc., including, but not
limited to, those contained in the Employee Handbook.
• Performs all other duties as assigned by management.
Managerial Responsibilities:
This position supervises front desk clerks. Supervisory responsibilities include training, planning, and directing work, and
maintaining a high level of morale within the department. Provides feedback to the Front Office Manager for staff
evaluations.
Position Requirements:
Skills/Abilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements
listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made
to enable individuals with disabilities to perform the essential functions.
• Must demonstrate a desire to provide the utmost in customer service.
• Have exceptional oral and written communication skills and strong computer proficiency.
• Must possess prior cash handling experience.
• Needs to be dependable, consistently present, and punctual.
Experience:
One to three years of supervisory experience, preferable in a hospitality-related environment. Must be able to manage
multiple priorities simultaneously, communicate effectively at all levels; and demonstrate the ability to analyze and resolve
problems.
Education:
High School diploma or GED required.
Flexible Scheduling:
Must be able to work Evenings, Weekends, and Holidays.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully
perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with
disabilities to perform the essential functions of this position.
While performing the duties of this job, the team member is frequently required to stand, walk; use hands and fingers to
handle or feel; reach with hands and arms and stoop, kneel, or crouch.
The team member is occasionally exposed to wet and/or humid conditions. The noise level in the work environment is
moderate to loud. Must regularly lift and/or move up to 25 pounds. Specific vision abilities required by this job include
close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Standards of Appearance:
This position is highly visible in all resort areas. Team members must present a clean professional appearance and must
adhere to Daily Management, Inc., Standards of Appearance.
Standards of Conduct:
The high ethical standards of Daily Management, Inc. must be upheld by all members of the Resort team. The policies
relative to press relations, equal opportunity, discrimination, sexual harassment, vendor relations, alcohol consumption,
etc., stated in the Team Member handbook and manuals are inviolable. We pride ourselves on providing a professional
caring atmosphere for guests and team members and will achieve this goal through responsible action as individuals and
as a group.
Note:
This position description in no way states or implies that these are the only duties to be performed by the team member
occupying this position. Team members will be required to perform any other job-related duties assigned and needed in
their role. This document does not create an employment contract, implied or otherwise, other than an "at will"
employment agreement.
I hereby certify that I have reviewed and understand all elements of this position description and will fully comply as a
team member of Daily Management, Inc
