Job Summary: Responsible to assist in the supervision of the front desk and night audit teams with the primary focus on guest satisfaction.
Job Responsibilities:
- Maintain complete knowledge of hotel systems and operations; including property management systems and Night Audit procedures.
- Assist in the training, developing, coaching and discipline of all Front Desk staff. Enforce standard operating procedures and Company policies.
- Ensure all required training for new hires is complete according to standards.
- Ensure Front Desk staff have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
- Ensure accuracy of all guest charges by continuously reviewing for accuracy and legitimacy.
- Handle guest complaints, accident reports, and incident reports and investigate as directed by the Senior Front Office Manager in adherence with all hotel requirements.
- Monitor employee interaction with guests and each other to ensure prompt and courteous service; resolve discrepancies with respective employees.
- Handle disputed charges by guests courteously, following proper procedures.
- Ensure proper security is maintained over all cash funds, deposits and safes at the Front Office.
- Maintain procedures for credit control and handling of financial transactions.
- Monitor and ensure all cashiering procedures comply with Accounting policies and standards.
- Review previous night’s no-shows and ensure billing of such.
- Review arrivals report for accuracy.
- Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and report guest concerns.
- Review resumes for arriving groups; organize and coordinate master accounts and check-in/pre-registration procedures.
- Review requests for late checkouts and approve according to policy; communicate with housekeeping accordingly.
- Serve as acting MOD in the Senior Front Office Manager’s absence.
- Assist with Front Desk duties when necessary including, but not limited to, guest check-in / check-out, booking reservations over the phone and responding to customer inquiries regarding hotel services, room rates, entertainment schedules and restaurants.
- All other duties as assigned.
Job Requirements:
- High school or equivalent education required
- At least three (3) years of previous Hospitality experience; at least one (1) year of previous experience as a Front Desk Supervisor is preferred.
- Ability to speak, read and write fluent English; other languages beneficial.
- Professional communication skills, both written and verbal.
- Problem solving, reasoning, motivating, organizational and training abilities.
- Proficient with Microsoft Office, including Outlook, Word and Excel.
- Advanced knowledge of property management systems; Opera systems preferred.
- The ability to positively communicate and instruct employees and offer training and guidance to entry-level employees.
- Ability to work flexible hours in a 24 x 7 operation; including nights, weekends and holidays.
- Ability to frequently sit, stand, bend, climb, kneel, and move about the facility.
- Must be able to carry, lift or pull items weighing up to 50 pounds.
Job Types: Full-time, Seasonal
Benefits:
- 401(k)
- 401(k) matching
- Employee discount
- Flexible schedule
- Free parking
- Life insurance
- Paid time off
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Every weekend
- Holidays
- Monday to Friday
- Nights as needed
Work setting:
Experience:
- Hotel experience: 3 years (Required)
Ability to Commute:
- Cape May, NJ 08204 (Required)
Ability to Relocate:
- Cape May, NJ 08204: Relocate before starting work (Required)
Work Location: In person