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The Inverness Denver

Front Desk Supervisor

Englewood, Colorado•Full-time
$23+ hourly
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About the Job
Job Overview:
Provides guidance and leadership to Guest Service associates as the Front Desk Supervisor, ensuring consistent quality customer service is delivered.

Reports to: Front Office Manager/ Front Desk Manager.

Essential Job Functions:
  • Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service agents in the details of work. Observes performance and encourages improvement.
  • 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 complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information, including the number of guests and room rate.
  • Promote brand-specific marketing programs. Make an appropriate selection of rooms based on guest needs.
  • Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys. Nonverbally confirm the room number and rate.
  • Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.
  • Close out guest accounts at the time of checkout. In the event of dissatisfaction, negotiate a compromise, which may include authorizing revenue allowances.
  • Requires standing and continual mobility throughout the front office area.
  • Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance an assigned house bank.
  • Accept and record vouchers, traveler's checks, and other forms of payment.
  • Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
  • Promptly answer the telephone using a positive and clear voice. Input messages into the computer.
  • Retrieve messages and communicate the content to the guest. Retrieve mail, small packages, and facsimiles for customers as requested.
  • Remain calm and alert, especially during emergencies and/ or heavy hotel activity, serving as a role model for clerks and other employees.
  • Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
  • Make decisions and take action based on previous experience and good judgment, sometimes revising the approach to accommodate unusual situations.
  • Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
  • Communicate both verbally and in writing to provide clear direction to staff.
  • Comply with attendance rules and be available to work regularly.
  • Perform any other job-related duties as assigned.

Required Skills and Abilities:
  • Self-starting personality with an even disposition.
  • Maintain a professional appearance and manner at all times.
  • Can communicate well with guests.
  • Must be willing to "pitch in" and help co-workers with their job duties and be a team player.
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of 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 without error.
  • Ability to access and accurately input information using a moderately complete computer system.
  • Ability to stand, walk, and continuously perform behind the front desk.
  • Ability to observe and detect signs of emergencies.
  • Ability to communicate verbally and in writing and prepare complete reports of room availability and revenues generated.
  • Ability to establish and maintain effective working relationships with associates, customers and patrons.

Qualifications:
  • High school diploma or equivalent; hospitality or customer service education is a plus.
  • Previous hotel front desk or customer service experience preferred.
  • Experience with hotel property management systems (e.g., OnQ) is a plus.
  • Must be at least 18 years of age.

Benefits:
  • 401(k) for eligible employees.
  • Discounts with Columbia Sussex-managed properties nationwide.
  • Hilton Team Member travel discounts and benefits.
  • Flexible schedule.
  • Sick time off.
  • Opportunities for career growth and training.

Work Location: In person.
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