PM Front Desk Supervisor at DoubleTree Greenville in Greenville, SC

Job description

• Position Summary: The PM Front Desk Supervisor assists and guides the front office staff through their daily duties and responsibilities.
• Established in 1988 as a family-owned business, we have grown into a fully integrated development, management, and investment company that develops, operates, and owns the world’s leading hotel brands as well as boutique hotels. Raines has maintained a family-oriented culture that believes in building relationships with our associates, with our partners and within the communities where we operate.

Responsibilities

• Ensures Outstanding customer care at all times
• Maintains a friendly, professional, cheerful, and courteous demeanor at all times
• Accurately answers inquiries from potential guests and accepts hotel reservations
• Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue
• Supervises daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guest needs and service
• Trains and directs the workflow and processes of the front desk. Resolves issues/problems and coaches and counsels the front desk team members to ensure a quality operation
• Resolves customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
• Adheres to company credit limit policies
• Allocates rooms to expected arrivals after checking the guests preferences and special requests
• Builds strong relationships and coordinates with all other departments (housekeeping, maintenance, etc.)
• Ensures phone calls, wake up calls and messages for guests are handled in a prompt, efficient and professional manner
• Cross checks all billing instructions to ensure they are correctly updated
• Handles group arrivals and market segment groups and pre-registers each guest and ensures payment is made in full for the group or that billing is correct
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank
• Participates in setting yield management strategies, marketing programs and rates
• Performs other duties as assigned, requested or deemed necessary by management
• Ensures Front desk log (book or system) is always updated and acted upon
• Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD
• Assists all departments in servicing the guests especially during high volume periods
• Takes responsibility in the absence of the Front Office Manager/Assistant General Manager
• Produces hotel front desk schedules
• Participates in the budget and forecast reporting
• Ensures time and attendance policies and payroll are accurately reflected
• Attends meetings as required
• Ensures front desk supplies are stocked and computer equipment functioning properly

Requirements

• Front Desk Agent, customer service representative, or similar guest-facing experience
• Prior supervisory experience in the hospitality industry preferred
• Experience with brand or property specific PMS
• M3, Efficenter, Quore, PBX and other hotel related systems
• Proficient in Microsoft 365 or similar computer applications
• Minimum High school diploma, GED or equivalent

Skills

Required

• Customer service orientation
• Problem-solving
• Communication
• Teamwork
• Supervisory skills
• PMS (Property Management System)
• M3
• Efficenter
• Quore
• PBX
• Microsoft 365

Benefits

• We offer comprehensive Medical/Dental/Vision benefits, 401K, a generous PTO program, and the opportunity to join a winning culture recognized for rewarding our best with opportunities to advance their career within the company.