Chautauqua Institution

  • Front Desk Supervisor

    Posted Date 1 month ago(6/20/2018 3:42 PM)
    ID
    2018-2410
    # of Openings
    1
  • Overview

    The historic Athenaeum Hotel on the grounds of Chautauqua Institution has an immediate opening for a Front Desk Supervisor during the extended Chautauqua season (April-November).  The Front Desk Supervisor is accountable for excellence in guest service involving supervision, answering phones/reservations, training, and navigating guest expectations and needs.  The Supervisor can be expected to be a subject-expert inside Chautauqua Institution; and should be able to assist agents in any aspect of front desk procedures.  The Front Desk Supervisor can expect to work the 3:00 - 11:00 p.m. shift; and about 35 hours per week

    Responsibilities

    • Answer phone in a proficient and courteous manner;
    • Become proficient in the Opera property management system;
    • Handle guest service matters when upper management is not available;
    • Ensure Front Desk Agents clock in/out correctly and take breaks as necessary;
    • Maintain a high level of comprehension of all front desk operations including reservations, Check-in/out procedure, guest accounting, gate passes, and department communication;
    • Record any issues/notes in daily MOD report to ensure smooth shift transfer;
    • Review information from the previous day or shift to communicate to staff on duty;
    • Assist departments as needed; float between guest services, front desk, and concierge;
    • Ensure front desk agents count and sign-off on cash drawers upon arrival and before departure. Check to ensure cash-drops and employee close-outs are completed;
    • Follow reconciliation procedures for open guest accounts to close any open folios and contact guests with outstanding balances. Communicate any problems to upper management as necessary;
    • Assist/train agents as necessary or requested;
    • Assist with group check-ins as necessary.

    Qualifications

    • Must have at least 3-4 years’ hospitality or customer service experience
    • Previous supervisory or managerial experience preferred
    • Must have an encouraging/thoughtful management style
    • Proficient with computers and able to learn new systems quickly
    • Experience with property management systems preferred

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