Front Desk Supervisor

Front Desk Supervisor Reports to: Director of Front Office Intro The William Vale aims to blend the authenticity of the Williamsburg neighborhood with a forward-thinking approach to the hospitality experience.

The William Vale offers a comfortable contemporary atmosphere combined with intuitive design and modern comfort - we pride ourselves on offering warm hospitality to all.

We understand that for our Colleagues to give their best work, we must meet (and exceed!) their expectations as an employer.

We promote a culture of respect, diversity, career growth and fun.

Success awaits motivated individuals who join our team.

Overview The ideal candidate is an experienced, high-energy and empowered individual who will proactively provide constant support and guidance to our entire team regarding people resources, systems and SOPs.

The Front Desk Supervisor is responsible for overseeing the guest experience and ensuring all SOPs and processes in place are followed by the GSA team.

Responsibilities * Maintain the professional appearance of the Front Desk with a focus on hospitality and Guest service: * Interact with guests on an individual level, thus creating a relationship and culture that will result in repeat stays.

* Maintain cleanliness of Lobby + Front Desk areas, restocking area where needed.

* Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

* Manage Guest requests, inquiries, and complaints promptly, escalating to FOM where necessary.

* Ensure that Unifocus complaints are entered and resolved by end of shift.

* Compose Daily Shift Handover Report and Reply to Front Desk Info email inbox.

* Assist with Online Travel Agency guest review responses.

i.e.

Expedia, Google.

* Participate and conduct AM/PM shift meetings ensuring team is well informed.

* Monitor the performance, standards, and appearance of the team with an emphasis on training and team work by Coaching and supporting associates.

* Maintain and encourage a professional atmosphere at all times (Conversations, tone, demeanor, uniforms, etc.) * Maximize sales revenues through up-selling and train Guest Service Agents on up-sell techniques.

* Review remaining due out rooms and place courtesy calls.

* Complete weekly inventory with AFOM to turn in to FOM/DOFO on Tuesdays.

* Perform other duties as requested by management.

Skills * You are a great communicator both verbally and in writing.

* Outstanding organizational and time management processes.

* Must be knowledgeable of management company policies and property community policies.

* Exhibits a high level of professionalism in all interactions/situations.

Qualifications * 3+ years' hospitality experience, preferably in the luxury hotel arena.

* 1+ year leadership experience * Must be knowledgeable of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events.

* Must be able to maintain confidentiality of sensitive guest and colleague information.

* Capacity to work varied shifts - including weekends and holidays.

* Ability to develop, plan, and implement short and long-range goals.