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Front Desk Supervisor, Magnolia Denver

posted on 2017-03-16 / Denver, CO

Summary:

The duties and responsibilities of the Front Office Supervisor position include but are not limited to:

  1. Create, train and sustain a culture of guest service excellence in all front office personnel.
  2. Assist in developing sustainable training for all front office personnel (including Valet if applicable) regardless of employee’s tenure in the front office.
  3. Train staff in the learning and delivery of concierge services to guests.
  4. Updating communication boards for front office staff to stay current with downtown events, services and facilities so as to better assist guests.
  5. Delegate effectively.
  6. Demonstrate initiative and a positive attitude.
  7. Take ownership of guest service issues that are escalated and demonstrate superior problem-solving and follow up skills.
  8. Review zip code and email capture reports to support guest service agents in achieving goals.
  9. Review no show reports to ensure guests were charged.
  10. Receive and ensure all same day Expedia reservations – should be CRS?
  11. Ensure that all guest interaction with front desk staff is positive and professional and staff empowerment is encouraged and supported.
  12. Understand guest survey and Revinate results and scores and continually focus on ways to improve.
  13. Inspect all VIP rooms and amenities and conduct care calls to all VIP guests per VIP SOP.
  14. Maintain communication with Front Office staff and close out inventory when necessary when hotel is at high occupancy.
  15. Rate Check twice a week for 7 days out to confirm/ complete billing routing and adding Guest message to all promotional rate codes. – could be automated in the rate plan building?
  16. NOR1 upsell purchases and manually changing room type and adding the Extra in the reservations.
  17. Review comp set upgrade pricing twice a year, (Jan and Jun).
  18. Backing up Guest Service agents as demand requires.
  19. Checking inventory on high occupancy dates and assigning rooms if needed to balance the house.
  20. Maintain guest confidentiality as necessary.
  21. As may be necessary stage and oversee delivery of amenity packages to guest rooms as expressed in group resume, BEO or individual reservation.
  22. Enforce absolute adherence to PCI Guidelines from all front office staff.
  23. Manage cash handling procedures as prescribed in Magnolia Hotels’ procedures.
  24. Be the Hotel standard bearer for professionalism, appearance, service, and success to the Hotel staff.
  25. Conduct all other duties, responsibilities, actions and activities that are inherent in a Front Office Supervisor position
  26. Other duties as assigned by Front Office Manager

 

The desired qualifications of the Front Office Supervisor include but are not limited to:

  1. Front Office Supervisor experience in an upscale full service Hotel or Resort
  2. Experience with sustainable training programs to front office personnel.
  3. Basic accounting skills required for auditing cash and reconciling charges.
  4. Ability to professionally interact with a diverse guest and clientele base.

 

Job Description:

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