Front Desk Supervisor – AM / PM

About the role

21c Museum Hotels, which combines a contemporary art museum, a boutique hotel and a restaurant, is hiring a Front Desk Supervisor for its property in Louisville, Kentucky. The supervisor reports to the Front Office Manager or Rooms Manager and supervises the Front Desk Agents and Valets. Working mainly from the front desk, the role handles guest issues in the manager's absence and ensures front desk and valet functions are accurate and efficient.

Key responsibilities

• Handle guest inquiries and complaints professionally, and act as liaison between Front Desk, Housekeeping and Engineering
• Manage front office and valet staff during shifts and ensure hotel policies are followed
• Complete check-ins and check-outs, and process guest mail, messages and faxes
• Calculate and post monies, receipts and guest accounts accurately, and control cash transactions
• Answer reservations and inquiries, using suggestive selling to increase occupancy and revenue
• Operate the PBX, including answering calls within two rings, setting wake-up calls and paging guests
• Review guest issues, contact the responsible department, follow up and log incidents; escalate to the manager when needed
• Maintain department and front desk log books and complete the AM and PM shift sheets

Required profile

• Past experience dealing directly with the public and basic customer service skills
• Fluent in English
• Able to follow verbal and written instructions, work on several tasks at once and communicate clearly
• Tactful and organized, able to handle stressful situations

Required skills

• Standard cash handling procedures
• Knowledge of computerized cash register systems
• Use of office equipment such as telephone, copier, POS, PC, fax machine and PBX