Front Office Supervisor - Crowne Plaza Hotel

Company: Sage Hospitality Resources 
Location: Cincinnati, Ohio

• Salary: Not Specified
• Category: Hospitality / Hotel / Travel
• Date Posted: 02/04/2010
• Travel Required: Not Specified
• Security Clearance: No
• Work Type: Any

Job Description

Front Office Supervisor - Crowne Plaza Hotel

Job Type: Full-Time
Location: Cincinnati, OH
Post Date: 01/29/2010

Job Description:
Sharonville - Crowne Plaza Coco Key Water Resort located on I-75 just minutes from downtown Cincinnati has 257 guestrooms and suites with over 18, 000 sq. ft of meeting space and houses The CoCo Key Indoor Water Resort with 50, 000 sq. ft. of thrilling slides, children's pool, lazy river and arcade.
GENERAL PURPOSE
Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Manages front office staff during appropriate shifts.
ESSENTIAL DUTIES/RESPONSIBILITIES
Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.
Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the suite for the next sell.
Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
Operates the PBX equipment by answering incoming calls within two (2) rings, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.
Maximizing revenue in each phone/desk transaction.
Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
Maintains a friendly, cheerful and courteous demeanor at all times
Performs other duties as assigned, requested or deemed necessary by management.
OTHER DUTIES/RESPONSIBILITIES
Processes all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests in order to ensure the information is received by the guests in the most timely and accurate method possible.
Contributes and maintains established information and communication sources such as department and front desk log books in order to enhance department communications and operations.
Is well groomed and in uniform with name tag at all times.
Has a friendly and personable attitude with each encounter. Represents the hotel with the utmost of professionalism.
Handles guest issues, challenges, and problems as they arise. Come to a resolution to exceed all guest expectations
Complies with the hotel conduct policy.
Reviews and maintains the log book at the desk for communication purposes.
Maintains and controls the keys at the front desk, including weekly key count
Schedules and training of all staff.
Has complete knowledge of emergency procedures of the hotel.
Maintains a clean, organized and presentable work environment at all times.
Orders monthly supplies.
Ensures that all of the proper supplies are at the desk to complete each day.
Implementation of new procedures and or policies.
Ensures that the AM shift and PM shift sheet is completed each day.
Assists in closing of the day.
Ensures that the house is set up daily before leaving.
Prepares for the flow of the day including set up for walks.
Responsible for special event bookings and advance deposit postings.
Reviews reservations taken on the previous day.
Maintains absenteeism/tardy policy.
Leads and s