Definition: an assistant to the Front Desk Manager who primarily oversees the valet and bell team while providing assistance with supervising the front desk staff.
Job Overview
The Front Desk & Valet Supervisor will assist with the smooth and efficient running of operations and all related guest services, ensuring enhanced guest satisfaction and maximized revenues. The Front Desk & Valet Supervisor must be resourceful, take ownership of problems and issues that arise and have excellent problem-solving skills. The Front Desk Supervisor will assist with recruiting and providing ongoing training for all front desk and valet/bell employees. The Front Desk Supervisor will assist the Front Desk Manager as a second point of contact in liaising with guests to resolve complaints ensuring excellent guest satisfaction.
Individual Job Description
The Front Desk & Valet Supervisor will be assist the Front Desk Manager with improving guest satisfaction, devising new and inventive ways to enhance the guest experience from guest arrival to guest departure. The Valet Supervisor will also assist with operating procedures in the hotel to be defined below as well as ensuring all Guest Service Agents, Bell and Valet staff are trained to the highest level of knowledge of the hotel, the area, and on all hotel systems, procedures and responsibilities.
Duties & Functions
Host stand up meetings with the valet and bell team. Communicate what is happening in the hotel, review arrivals, VIP guests and review daily numbers.
Hourly Valet Drop – responsible for monitoring daily hourly valet drops.
Helps with guest complaints and comments tactfully and effectively, ensuring prompt resolution as well as internal follow-up.
Work to create strategies and implement new procedures to lower valet incidents and accidents.
Community Involvement – stay up to date on events in the community to ensure the hotel and valet is prepared for busy times, road closures, bad weather, etc.
Mange the intake and distribution of team gratuities.
Assist communications with valet staff members needing to get shifts traded or covered.
Recruit, train and providing ongoing training for new valet, bellmen and front desk members.
Assist in the writing of and implementation of Standard Operating Procedures.
Perform additional duties or projects as requested by the Front Desk Manager.
Write schedule and manage employee time off
Education & Experience
At least 3 years’ progressive experience in a hotel or related field; or a 4-year degree and at least 1 years related experience; or a 2-year degree and at least 2 years or more of related experience
Previous hotel experience required
Previous Independent Boutique Hotel experience preferred
Physical Requirements
Long hours sometimes required
Medium work Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly lift, carry, push, pull or otherwise move objects
Mental Requirements
Must be able to convey information and ideas clearly
Must be able to evaluate and select among alternative courses of action quickly and accurately.
Must work well in stressful and high pressure situations.
Must maintain composure and objectivity under pressure
Must be effective handling problems in the workplace including, anticipating, preventing, identifying and solving problems as necessary.
Must have the ability to assimilate complex information, data, etc., from various sources and consider, adjust or modify to meet the constraints of the particular need.
Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
Must be able to work with and understand financial information and data, and basic arithmetic functions.
Reporting:
Front Desk & Valet Supervisor reports to Front Office Manager