Embassy Suites Houston Downtown

Job Description

Job Title: Front Desk Supervisor

Responsible for supervising the activities at the hotel front desk, while providing quality guest service, including but not limited to checking in/out of hotel guests; guest requests, mail/message service, hotel reservations, concierge services, and promotion of in-house activities.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Supervise Front Desk operations during assigned shift to a consistently high standard

Ensure your shift team has current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events

Advise your shift team of any special events or VIP Guests in the hotel that day

Monitor the appearance, standards, and performance of team members with an emphasis on training and team work

Maximize sales revenues through up-selling and marketing program

Manage guest requests, inquiries, and complaints promptly and completely

Maintain the professional appearance of the Front Desk with a focus on hospitality and guest service

Check-in and check-out hotel guests in a confident, professional, and friendly manner.

Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

Review arrivals noting special requests and blocking rooms as necessary for VIP and group arrivals.

Ensure proper credit card procedures are followed at all times and adhere to all cashiering procedures including opening and balance out shift banks.

Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity deliver).

Provide Concierge service - fluent knowledge of local restaurants, special events, city attractions, and guest amenities.

Knowledgeable of hotel fire and emergency procedures.

Maintain complete knowledge of all hotel features/services, hours of operation.

Knowledge of all room types, numbers, layout, décor, appointments and location; and all room rates, special packages and promotions.

Knowledge of daily house count and expected arrivals/departures and room availability status for any given day.

Supervisory Responsibilities 

This job supervises all Front Office Associates and their duties including training new staff, resolving customer challenges, and aiding in all departments.

Education and/or Experience 

Previous supervisory experience. Previous experience in Front Desk environment in the hotel industry

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly be required to stand and walk and occasionally sit. The employee must occasionally lift pull/push and/or move up to 25 pounds.