Front Desk Supervisor

Job Description

Job Description

The Admiral Hotel, located in the heart of Mobile, is seeking to hire a Full-Time Guest Services Supervisor to join our Guest Services department. If you have a passion for hospitality and strive to provide excellent service to guests and our team, look no further than The Admiral!

WHAT WE HAVE TO OFFER:

LOCATION: 251 Government Street Mobile, AL 36602

SALARY: $18.00 per hour

BENEFITS:

A culture that values passion, individuality, and fun!

• Opportunities for internal growth and development

• Paid Time Off (PTO)

• Paid holidays

• Affordable medical, dental, & vision insurance plans

• Company provided life insurance

• Short & Long Term Disability and Accident and Critical Illness Insurance

• Traditional 401(k) & Roth 401(k) with employer matching of up to 3.5%

• Referral program

• Employee Assistance Program

• Discounts at all Avocet-owned hotels & restaurants

WHO WE ARE LOOKING FOR:

POSITION SUMMARY:

The Guest Services Supervisor is responsible for providing quality guest service within the guidelines specified by hotel management. This role oversees the daily operations of the Front Desk to maintain a high level of guest service and provide support for the line level Guest Service Representatives.

The essential hospitality standards must be used at all times when addressing guests and employees: eye contact, smile, speak first, engage in polite conversation, and use of the guest’s name.

It is quite possible that an early arrival or a late departure may be needed to assist with hotel operations. If business dictates, the schedule will be modified to allow the best possible coverage.

While no job description can possibly provide a comprehensive list of job duties, the following is a summary of the major responsibilities for the position.

MAIN DUTIES AND RESPONSIBILITIES:

• Meet with the guest service representatives and read through the shift report daily to retrieve and act upon pertinent information or incidents

• Assist with all front desk functions and daily routines, including streamlining activities to make them most effective and efficient

• Professionally communicate with other departments via telephone, radio, email, or internet applications to ensure that that hotel services are coordinated to provide the best in guest and employee satisfaction

• Review all arrivals noting any special requests or past challenges, communicate with appropriate departments to complete necessary tasks

• Balance the house room types and assess whether any guest relocation will be necessary

• Continuously build knowledge and rapport with the local restaurants, amenities, clubs, florists, and other services that might be available for guests

• Assist guests with making future reservations, arrange for any requests as needed

• Assist other departments when needed or when instructed by immediate supervisors

• Appropriately respond to guest reviews on all booking platforms, address issues and ensure guest satisfaction has been achieved

• Respond to all future, present, and past guest complaints and rectify issues where needed

• Create a working schedule for the front desk team, releasing it two weeks in advance and notifying direct supervisor of any scheduling problems or special requests

• Monitor front desk staff for adherence to all hotel policies

• Arrange varying front desk trainings and monthly meetings

• Maintain appropriate par levels of front desk and guest experience supplies

• Follow established key control and PCI compliance policies

• Maintain current safety knowledge and be able to assist with Fire & Emergency procedures

• Complete guest and employee incident reports as necessary while communicating with direct supervisor

• Lead by example at all times, setting the proper positive example for the hotel team

• Perform all reasonable job duties as requested

SUPERVISORY RESPONSIBILITIES:

• This position acts as MOD when the Executive Management team is not present, overseeing line level roles present at the property. Direct reports are the Guest Service Representative and the Night Auditor

JOB REQUIREMENTS:

Education:

• High School Graduation or equivalent

Experience:

• 2 + years Guest Service Supervisor experience in full service, luxury, or boutique hotels or appropriate equivalent

Skills:

• Significant attention to detail.

• Ability to operate front desk equipment: computer, switchboard, credit card machines, etc.

• Understanding of basic math skills.

• Good verbal and guest interaction skills.

• Collect money and issue change where applicable.

• Ability to work as a cohesive team member - relaying information appropriately from shift to shift.

• Proficient in Microsoft Office/Google Drive

• Adaptable in technical learning of additional hotel systems

WORKING CONDITIONS:

The working conditions described below are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equipment to Be Used:

• Computers (MS Office/Google) PMS (Opera,) POS (Micros,) and Key Card software (SafLok, Dorma Kaba)

Physical & Mental Requirements:

• Must be able to stand for several hours at a time, up to the duration of a shift.

• May be required to lift items up to 50 lbs.

• Must be able to use computers, calculators, and general hotel housekeeping supplies.

• Willing to work days, nights, weekends, holidays as needed.

Work Environment:

• This is an indoor role with front of house and back of house environments.

WHO WE ARE:

The Admiral: Illuminate Your Career in a World of Elegance

With a mission to dazzle and delight, we provide an environment that’s as inspiring as it is welcoming. As part of our team, you'll be the face of a storied hotel where tradition meets innovation, and every day is a celebration of our city's rich culture. If you’re ready to be part of our illustrious story, learn more at theadmiralhotel.com.

EOE / DFWP