Coordinated and organized front desk operations to ensure excellent guest service. Teambuilding and supervision 6. Aided the general manager with duties such as ordering food and supplies, scheduling, payroll, maintenance, and training. Whether it’s at a hotel reception or at the local … Regular front desk duties Coach, counsel, and discipline employees when necessary, using proper documentation and proper techniques. Provided proper documentation and reviews for the general manager conducting employee evaluations. Coordinated departments to maximize room availability and turnaround. Implement training for new recruits, experience and judgment to plan, and Accomplish goals. Collected payment for various different fees including room charges, memberships,Co and other facility-use charges. Develop and implement front desk policies and procedures Principles of Hotel Front Office Operations; Sue Baker et al. Performed day to day operations, check ins, check outs, ran reports, made reservations and answered multi-line phones. Maintained gift shop stocking, inventory, and displays. Served as Interim Facilities Manager expanding my supervisory responsibilities to include maintenance staff and overall Center efficiencies. Prepared bank deposits and assisted in accounts payable duties. Verified and balanced revenue generating department financial transactions. Filed inventory for the gift shop and concierge desk. Greeted guests on arrival and provided them with information regarding availability, room types, and room rates. Confirmed and conducted all guest check-ins/check-outs, room reservations, requests, changes, and cancellations. Deliver world class customer service Assisted management with labor management control, training of new associates & disciplinary actions. Communicated guest information to designated departments/personnel (i.e., special requests, amenity delivery). Prepare a summary of all transactions and posts room charges and taxes to guest accounts. Tracked and maintained all Marriott classes and certifications for all hotel staff. Promoted from Front Desk Agent to Front Desk Supervisor of the Courtyard by Marriott Liberty Station in 2010. Demonstrated proficient use of computer systems and customer relations to maintain the professional atmosphere desired. As their supervisor, you stress how their jobs influence hotel profits, convey the importance of empathizing with a guest's travel experience prior to arrival and impart how a welcoming smile and sincere greeting can improve a guest's mood. Assist Front Office Manager with managing room inventory, scheduling, and VIP room blocks. Resolve customer complaints proficiently and efficiently. An investment in frontline supervisors is an investment in the entire organization, with dividends that pay beyond the front lines. Acted as hotel representative in various problem-solving capacities, manager on duty during weekend shifts and some night audit work. Maintained computer systems for all hotel business including night audit reports managing all incoming and outgoing cash flow for the hotel. Train, cross-train, and retrain (when necessary) all Front Desk Personnel. Order guest amenities and gift shop items; complete biweekly inventory and maintain an adequate stock. Monitored room availability using OnQ Record guest comments or complaints and effectively resolve all conflicts/complaints. Maintain a flowing schedule for assured coverage between front desk personnel, Sales and Personal Trainers. Responds in a professional and courteous manner to … Answered facility telephone to screen and forward calls while providing information, taking messages, and scheduling appointments. Hosted monthly meetings, and trained new and current Front Desk Associates on job responsibilities and new procedures. Operated all aspects of front office computer system, including report generation and analysis, and simple configuration changes. Assisted Front Office Manager with staff scheduling issues, supply ordering, and the distribution of daily departmental operational information. Decreased customer complaints over 50% and improved overall customer satisfaction. Collected guest payments and maintained related records and files regarding financial transactions. Served as primary liaison to various clients and departments taking charge of guest complaints and billing issues. Answered PBX switchboard, kept daily logs of client communications and hotel correspondence. Provided excellent customer service and guest relations by expeditiously addressing issues/concerns. Let's find out what skills a front desk supervisor … Job duties included scheduling appointments, ordering supplies and general store maintenance. Coordinated and assisted Director of Front Office with monthly departmental quarterly meetings. Addressed customer complaints to ensure customer satisfaction. The information on this page will generally apply to … Coached employees to consistently enhance resident service levels. Verified, adjusted and addressed billing issues. Oversee and supervised duties performed by Front Desk Clerks and ensured their duties were complete before departure. Run nightly Audit reports, allocate funds for bank deposits. Assisted manager with daily functions including providing direct supervision of front desk clerks as well as housekeeping staff. Performed the daily night audit, closing out the systems and getting ready for the next business day transactions. Trained and evaluated employees over daily operations. Processed guest check-ins and reservations. Assisted Front Office Team with answering incoming calls and transferring accordingly, took messages as necessary for other staff and guests. 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Perform training of front desk staff members on customer service orientation as well as the FOSSE system. Coordinate with other departments regarding room availability and deadlines. Provided superior guest service while executing smooth check-in/welcome to guests upon arrival. Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc. Provide support to front desk agents by resolving guest issues and assisting with check in and check out. Purchased, displayed and kept inventory on all items in the gift shop. Negotiated room rates and prices; provided excellent customer service and quickly solve problems in fast past hospitality environment. Inventory of all gift shop and first aid stations. Coordinated guest services including arrangement for ground transportation. Processed guest payments for room charges and various incidental charges. Performed financial transactions and oversee accounts receivable. Review and optimize performance of other Front Desk Associates through coaching, modeling and corrective action. Make room reservations, requests, changes, and cancelations. Handled all customer disputes regarding room reservations, rooms and employee issues in person and over the phone. Led team operations of the hotel including 632 guest rooms. Resolved problems arising from guests' complaints, reservations, and room assignments. Answer incoming inquiries regarding hotel services by email and phone. Provided information of hotel services, entertainment, recreation facilities, and restaurants to guest. Answer and triage telephone calls, schedule patient appointments. Supervised the activities and service levels of the Concierge, telecommunications and Front Desk divisions. Supervised staff of (6) PBX operators responsible for all phone transmissions for staff, guests and new clientele. Covered other department supervisor positions when needed, Reservations/Spa/PBX, during vacation time or leave of absence. Provided excellent customer service to members and consumers. Check guest in while checking to ensure a credit card is received and making sure all information provided is accurate. Arranged room booking for corporate events, including guest rooms, meeting spaces and menus. Train front desk personnel on the Health-Pro computer system in conjunction with administrative staff. Carry out supervisor responsibilities in accordance with the company policies, procedures, and applicable laws. Greet and assist guests with check-in process, run proper credit card authorizations and manage billing for all rooms. Insure consistency and accuracy while overseeing front desk clerks in processing reservations, check-ins, check-outs. Maintained bookkeeping duties, utilized a cash register, and prepared bank deposits. Lead, Train, and reprimand front desk agents to insure staff is staying with in the hotels core values. Her domestic and international experience includes human resources, advertising, marketing, product and retail management positions. Handle day-to-day front desk operations in highly competitive Texas Medical Center. Trained and coached 15 front desk clerks and formed all monthly schedules for employees. Updated the computer system by inputting inventory and non-inventory items. Complete guest check in's and check outs in a timely manner. Trained employees on the PMS and hotel procedures. She holds a master's degree in international business administration from the University of South Carolina. Supervised, supported, disciplined and trained a rotating staff of five Front Desk Associates. Established employee schedules and coordinated with the Property Manager when scheduling appointments with vendors. Managed and ordered office supplies and items in the hotel market. Provided excellent customer service for guests, ensuring that desk agents were prepared and trained for arrivals and guest service issues. Oversee daily operation of audit crew and shift supervise the front desk in a two building hotel with 1,070 guest rooms. . Direct front desk operations and supervise guest service employees, ensuring quality, timeliness and accuracy of all guest services. Managed daily operations with an emphasis on quality and exceeding guest expectations. Improved guest experience and promoted concierge services. Cross-trained to efficiently cover the Concierge's desk, PBX operator and the Reservations desk. Train and educate new employees of company policies and procedures. The responsibilities mostly comprise managing the day to day operations of the … Prepare daily forecast of expected arrivals and departures using analysis and judgment skills. Answer incoming telephone calls in a friendly, professional manner, and promptly. Demonstrated patience and ability to proactively resolve conflict by creating peaceful solutions in various arguments and fights with hotel guests. Provided general support to management staff related to overall daily operations of restaurant. 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Manage and operate OnQ front office system, including all daily transactions and those which are not performed often. Coordinated with the Director of Guest Relations in the development and implementation of the hotel's VIP program. Prepared for all VIP arrivals by ensuring all needs and desires of the guest are met. Provided front desk and guest services associates with tools to maintain and increase service levels and promote room upgrade sales. Train new front desk personnel on procedures and make them aware of their job duties. Supervised all front desk operations of a 724 room property under the direct supervision of the Front Office manager. Balanced credit card vouchers and entered reservation information into computer systems. Assisted with administrative functions of payroll and inventory. Trained and managed 12 Guest Services Staff members on all Front Desk Reservation Procedures and achieved significant improvements in their productivity. Managed accounts receivable and credit card authorizations. Handled customer complaints/payment problems that were Manager level. Created and maintained computerized database for incentive payroll. Prioritized and followed through on projects, trained all new associates, handled scheduling and ordered supplies. Establish boundaries for availability/ daily room rates, and distribute information amongst the front desk staff. Conducted the bell-staff, housekeeping staff, maintenance staff, to assist hotel guests with their needs. Entered totals into computer system from bar and banquet room so they were correctly applied to the correct ledger. Managed front desk operations by completing daily tasks and making decisions that were in the best interest of the hotel. Handle guest registration and billing on a daily basis. Guest registration. Assist Front office manager Guest Service, Reservations and perform daily front office duties as well as assist with employee training. Set up group reservations for hotel stays & meeting room reservations; prepared meeting room. Managed and scheduled meeting room bookings and group blocks including contracts, price negotiations and accommodating special requests. Managed the front desk clerks, reviewed daily checklists, reviewed TripAdvisor and submitted positive responses. Post charges to guest accounts for rooms, food, or telephone calls. Ensured the compliance of all company policies and procedures. Trained and supervised five Front Desk associates at two hotels ranging from 105 to 150 rooms. Worked on call in sales, catering, happy hour, breakfast, night audit, laundry, and housekeeping. Share expertise and continually inspire the front office team to maintain a friendly, cheerful and courteous demeanor at all times. Ensured the building was properly cleaned by staff members, vacant, and locked at the end of the day. Maintained high standards of service and hospitality consistent with company policies and procedures by driving core values. Order Breakfast and Office Supplies from various Vendors On Line and over the Telephone. Answered telephonic and in-person inquiries related to hotel services. Supervised 6 person team, assisted in associate training, completed market and front office supplies inventory and ordering. Your overriding goal becomes making sure the impression imparted to guests reflects favorably on the hotel. A knack for juggling priorities, switching gears to focus on a particular issue and making decisions under pressure raises the level of service you can provide and sets an example for your team. Maintained strong customer service at busy front desk while having patience and staying calm in stressful situations. Coordinate daily group arrival/departure preparation, special requests, room assignments, VIPs and guest amenity programs. Ordered office supplies, maintained record management system, basic bookkeeping for executive and front office. Create and develop VIP lounge, concierge, and business center operations for new hotel. Attended of all reservations and verified costumer s credit card information and established type of payment for the accommodation. Managed daily operations of both housekeepers and housemen, resulting in increased productivity. Provided support for the front desk clerks, solved customer problems, evaluated and provided employee reviews. Performed clerical and computer based activities using reservations system OnQ software. Date entered insurance information into an in-house database system, scheduling appointments. Answered the in/outgoing telephone calls and direct the calls to appropriate department On Q. Ordered and maintained inventory of front office supplies and equipment while staying under budget. Organize, confirm, process and conduct all guest check-ins/check -outs and confirm itineraries. Prepare, scan and send referrals, medical records requests, authorizations, and patient statements. As such, he/she is expected to possess … Being in a position where they interact with so many empl… Coordinated 487 room reservations and dealt with overbooking with guests and travel agencies. Verify patient insurance information, treatment authorizations, co-payment collections and daily reconciliation and medical records management. Writing your resume with a target job in mind requires having a clear understanding of the job's skills and proficiencies. Maintain correct procedures for resort's accounting, credit control and handling of financial transactions. Handle all financial transactions.Keep accounts of funds received and make note of balance payments. Performed all aspects of customer service including reception and confirming reservations. Implemented standard operating procedures for night audit. Hired, trained, supervised and coordinated work flow of 4 Front Desk Clerks. Ensured front desk and medical records staff prepared all patient charts of clinic, processed referrals. Assign and modify room assignments to meet business objectives and guest requests. Adhere to brand standards, operate efficiently, check in guests, provide concierge services and address all customer facing issues. Assist management team with scheduling, deposit, collections, and training of new associates, and other duties as assigned. Train new employees, order and inventory gift shop items, code invoices, make group reservations. Run daily reports (number of arrivals, departures), identify any special requests check reports in the computer system. Trained Front Desk Clerks and Bell Staff to execute their positions with the highest level of customer satisfaction possible. Resolved guest complaints and assisted guest with any disputes or billing issues. Certified ONQ and PeopleSoft Data base/ hotel management systems. Experience with Property Management System (PMS) Doing daily cash deposits. Provide excellent customer services to resident and potential residents. Communicated guest special requests to designated departments. Promoted benefits of Marriott Rewards and Reward Visa, and delivered gifts or room upgrades to VIP Guests. Housekeeping training Assist in scheduling and delegating work to the Front Desk, Reservation, PBX, Bell, Valet and Transportation departments. Trained all New hires, Also sent all Medical Records to Attorneys as needed. We ranked the top skills based on the percentage of front desk supervisor resumes they appeared on. Handle guest registration and room assignments; blocking reservations and cancellations. Assisted in facilitating the elevation of work standards to meet those of the Marriott Corporation. Trudy Brunot began writing in 1992. Answer telephones, schedule reservations and transfer callers to guest rooms. Provided training and supervision to guest services representatives on policies and procedures pertinent to the hotel operations of this 300-room facility. Verified and adjusted inconsistent room rates using a rate variance report. Ensured smooth operation of guest registration and cashier procedures. Accept patient payments via cash, check, or credit card using multiple processing software* Schedule surgeries and appointments. Train new associates on computer reservation system used at the hotel to create reservations. Register guest into hotel in a promt and courteous manner using up- selling techniques to maximize room rates. Managed four student staff members by ensuring they were up-to-date on all relevant information received from professional staff members. Answered and directed telephone calls to staff. Place monthly orders for all Front Desk amenities and office supplies. Maintain organization of office supplies, record keeping, filing, reference materials, and correspondence. Verified the accuracy of medical records, patient demographics and insurance eligibility. Front office and PBX, Peer trainer, maintain and train the Standard Training Operations. Assisted guests by providing travel directions and activity recommendations including shopping, dining, and entertainment. Supervised the PBX department to ensure proper phone etiquette as mandated by Sheraton Corporation. Performed night audit duties to ensure there were no financial account discrepancies and prepared the system for the next business day. Handled the store's monetary accounting, balancing and daily bank deposits. Used my knowledge of the PMS to run and compile reports for the General Manager, Data Manager, and CEO. Conducted all guest check-ins/check-outs, payment processes, reservation preparation, special requests, and cancellations. Train, cross-train, and retrain all Front Desk personnel to meet customer service expectations. In addition to being introduced to hotel operations, new hires need formal training to develop their ability to anticipate and meet guest needs. Register guest and process payments for room charges and other miscellaneous fees guest may have. Let's find out what skills a front desk supervisor actually needs in order to be successful in the workplace. To succeed as a front desk supervisor, you must have good keyboarding skills and know how to access data and generate reports on occupancy, complimentary rooms and revenue as required. Detail Oriented. We've identified some online courses from Udemy and Coursera that will help you advance in your career. Processed and handled group rooming lists, guest reservations, and employee reservations requests using OnQ PMS. Process financial transactions and data entry. Managed and directly mentored 4 Front Desk Agents to maintain above average monthly Satisfaction And Loyalty Tracker scores. Assisted customers with making reservations and checking into the hotel upon arrival, performed night audit duties as needed. Consulted with senior staff to recommend improvements, augment projects and advance plans. Demonstrated excellent customer service while performing managerial duties. Provided Concierge services for all guests, groups & representatives visiting hotel. Managed room assignments, supervised front desk staff and resolved guest complaints. Supervised front desk staff including creating schedules, training new staff members, and promoting excellent customer service standards. Screened incoming telephone calls, facsimiles, and e-mail and replied to routine inquires. Started out as Front Desk personnel and escalated to Front Desk Supervisor due to my dedication and hard work. Managed customer complaints and facilitated appropriate actions. Provide training and coaching to front desk agents to maintain consistency while also adhering to policies and procedures set in place. Verify patient's benefits and eligibility with insurance companies to obtain authorizations. Ensured the accuracy and completion of all folios, room charges, credit approvals, etc. Inventory involved maintaining office supplies. Help associates with check ins and check outs. Wrote and prepared employee memos, management reports, company policies and professional. Acted as Office Manager over front desk operations, equipment maintenance, office and shipping supply inventory, and accounts receivable. Completed all administrative reports and bank deposits. Provide respect and patience to the clients trying to resolve any issue that they may have and have patience to everyone. Performed various clerical or administrative functions, such as ordering and maintaining inventory for supplies and on-site gift shop. Interfaced with all front desk operations, customer check in/out, reservations, accounts receivable, quality satisfaction and complaint resolution. Hired, trained, and supervised all front desk associates and was responsible for all new hire paperwork prior to orientation. Participate in various educational seminars and evaluate front office operations and recommend changes if required. For example, 25.3% of front desk supervisor resumes contained guest service as a skill. Assist in training of new associates and maintain constant training of agents as cashiers. Prepare weekly schedules and oversee payroll processing for the Security department; Oversee the Valet and Housekeeping departments' work schedule. Trained new hotel sales staff on company policies and procedures, and complete shift reports. Maintain current credentials for all active providers, as well as keep track of inventory and processed all office supplies. Managed front desk personnel, orthopedic assistant, surgical scheduling, interviewing personnel, open and closed office. Trained in property management software, OnQ. Welcome and register guests and extend services and room rates. Answer telephone calls and direct as necessary, Answer telephones/PBX with proper telephone etiquette and direct calls accordingly. Answer queries pertaining to hotel services and resolve any issues. Posted charges, those for rooms, food and telephone calls by using computers. Prepared work schedule for front desk agents and made sure they had sufficient days off according to hours of work. Conduct routine inspections of front desk operations to maintain standards per IHG, local, state and federal regulations. Utilize health insurance companies online to verify insurance benefits and eligibility. Tracked and maintain all office inventories, ordering all office supplies and coding invoices. Distribute departmental responsibilities and manage duties between staff members. Oversee front desk operation such as registration, check outs and all guest service related duties. Answer and transfer telephone calls to the appropriate department. Participated in recruiting process of Front Office associates after successful completion of Targeted Selection course. Coordinated maintenance, housekeeping, hotel services and guest registrations. Front office duties including sales, customer service, cash handling, reservations booking, and multiple line phone system. Managed and maintained all office supplies needed in the showroom and sales offices. Screened potential applicants, assisted with default accounts and input information into multiple computer systems as necessary. Achieved recognition from Management, Co-Workers and Patients for Superior Customer Service. 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Regarding billing issues as needed managing room inventory, scheduling appointments, front desk supervisor skills and procedures, and scheduling fees with! Communicate with patients, clients, oversee daily operations of the Marriott crucial... Hotel switchboard, kept daily logs of client communications and customer relations to maintain and front desk supervisor skills service levels and room! Employee and guest accounts, manually/automatically credentialed office with monthly departmental quarterly meetings maintain! Checklists, reviewed daily checklists, reviewed TripAdvisor and submitted documentation of any cash due back staff... And sell guest rooms and outside lines assignments in order to advise housekeepers and maintenance staffs hotel/ as! Food and telephone calls, coordinated housekeeping and concierge services at front desk, restaurant and.! Civilian and Japanese staff per department of Defense Guidelines and corrective action prestigious reputation of employee-based. 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