Front Desk Supervisor

Job Description Raines Co. - Your Future is Now!Position Summary: The 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.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. Essential Job Functions Ensures Outstanding customer care at all times Maintains a friendly, professional, cheerful, and courteous demeanor at all timesAccurately answers inquiries from potential guests and accepts hotel reservationsConsistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgencyResponds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashionUses suggestive selling techniques to sell room nights, increase occupancy and revenueSupervises daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guest needs and serviceTrains 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 operationResolves customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality serviceAdheres to company credit limit  policiesAllocates rooms to expected arrivals after checking the guests preferences and special requestsBuilds 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 mannerCross checks all billing instructions to ensure they are correctly updatedHandles 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 correctControls cash transactions at the front desk and maintains complete responsibility for personal bankParticipates in setting yield management strategies, marketing programs and ratesPerforms other duties as assigned, requested or deemed necessary by managementEnsures Front desk log (book or system) is always updated and acted uponEnsures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MODAssists all departments in servicing the guests especially during high volume periodsTakes responsibility in the absence of the Front Office Manager/Assistant General ManagerProduces hotel front desk schedulesParticipates in the budget and forecast reportingEnsures time and attendance policies and payroll are accurately reflectedAttends meetings as requiredEnsures front desk supplies are stocked and computer equipment functioning properlyExperience and Education: Front Desk Agent, customer service representative, or similar guest-facing experience Prior supervisory experience in the hospitality industry preferredExperience with brand or property specific PMSM3, Efficenter, Quore, PBX and other hotel related systemsProficient in Microsoft 365 or similar computer applicationsMinimum High school diploma, GED or equivalentRaines is proud to be an Equal Opportunity EmployerWe are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, genetic information or any other protected characteristic as outlined by federal, state, or local laws.This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Pre-employment background check required.EEO/D/VApplication Tips: We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains.