The Front Desk Supervisor will:
Assists in the training and supervision of all Guest Services employees; coaches and counsels employees regarding career and personal developments.
Motivates staff within all hotel departments and establishes a productive working environment for the hotel.
Conducts performance evaluations and provides feedback to employees.
Oversees and participates in guest registration.
Confirms cancels and modifies reservations as needed.
Assists in scheduling staff according to labor standards and forecasts occupancy; assigns daily work tasks to employees and monitors labor costs to stay within departmental budget.
Ensures agents use the appropriate walk-in sales strategy.
Resolves guest complaints to the satisfaction of the guest; responds promptly to any guest request for service.
Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security, and emergency procedures as established.
Responds quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.
Provides a professional image at all times through appearance and dress.
Follows company policies and procedures and is able to effectively communicate them to subordinates.
Aggressively recruits and staffs department using company hiring standards (i.e. behavioral questioning, reference checks, evaluations, and team interviews).
Conducts training classes regarding safety, security, department procedures, and service guidelines.
Maintains rewards recognition systems.
Fulfills Manager on Duty shifts.
Ensures hotel is in compliance with all federal, state and local laws, including EEOC and Wage-Hour laws.
Skills Required
- Ability to train and supervise Guest Services employees
- Coach and counsel employees on career and performance
- Oversee and participate in guest registration and reservation management
- Schedule staff, assign tasks, and monitor labor costs within budget
- Resolve guest complaints and follow up to ensure satisfaction
- Knowledge of hotel accounting, credit control, handling financial transactions and security of monies
- Conduct hiring using behavioral interviewing, reference checks, and team interviews
- Conduct training on safety, security, procedures, and service guidelines
- Maintain rewards/recognition systems and fulfill Manager on Duty shifts
- Ensure compliance with federal, state and local laws including EEOC and Wage-Hour laws
What We Do
Texas Western Hospitality Group is a premier hotel management company headquartered in Dallas, Texas. As the management arm of Western International, it specializes in owning, operating, and developing select-service, extended stay, and full-service hotels. The company manages a diverse portfolio of properties under renowned brands including Marriott, Hilton, and IHG, currently operating over 36 hotels across three states with a focus on excellence in hospitality.
