FRONT DESK SUPERVISOR

Basic Functions:

Assist the General Manager in the overall management of the hotel, including team member relations, guest service, profitability, product quality, and compliance with Sprague Hotel Developers and franchise standards. Support the management of guest rooms, restaurants, and related areas. Help ensure excellent customer satisfaction (guests, employees, corporate, and owners) and quality service while meeting or exceeding financial goals. Key management areas include the front office, guest services, housekeeping, maintenance, and F&B. The Front Desk Supervisor must complete all required training within the timeframe specified by the franchise and Sprague Hotel Developers.

Specific Responsibilities:

1. Assist with hiring, training, motivating, coaching, counseling, resolving problems, and maintaining open communication with employees. Discipline as appropriate.
2. Resolve customer complaints to maintain high customer satisfaction and quality standards.
3. Orient and train new associates.
4. Conduct ongoing training to enhance job knowledge and skills.
5. Coach associates to promote positive behaviors and correct negatives.
6. Encourage teamwork and boost associate morale.
7. Monitor service trends by engaging with guests, reviewing guest comment cards, and tracking guest feedback to ensure service standards are met.
8. Address service issues through written communication or phone calls to guest satisfaction.
9. Perform hands-on duties as needed to deliver guest services.
10. Cover shifts as necessary.
11. Understand and apply effective revenue management techniques to maximize revenues.

Must be willing to work 2nd shift, weekends, and holidays