21c Museum Hotels
  • 15-Nov-2022 to 15-Dec-2022 (MST)
  • Front Office
  • KCMO, MO, USA
  • Full Time

Benefits include health/vision/dental/life insurance, real-time access to earned wages, paid time off, 401(k), teammate referral bonuses and family meal.


If you love saying YES and enjoy engaging with the community by leading with ART 21c is the perfect place for you. The starting wage for this position is $17 per hour.

Reports To: Front Office Manager/Rooms Manager

Supervises: Front Desk Agents

General Purpose: The Front Desk Supervisor handles internal and external guest issues in the manager's absence. Operating primarily from the front desk, this position ensures all front desk functions are completed accurately and efficiently and ensures that any major guest or employee complaints are appropriately communicated and documented to the management staff. The Front Desk Supervisor also acts as a liaison between Front Desk, Housekeeping, and Engineering, ensuring that all requests to these departments are fulfilled promptly.

Specific Responsibilities

  • Responds professionally and courteously 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.
  • Oversees all day-to-day operations of Front Desk staff, ensuring that all established front office and hotel policies are followed.
  • Greets and completes established check-in procedures for arriving guests daily, using both manual and computerized methods, to ensure guests are satisfied and in rooms as requested.
  • Facilitates guest departure (check-out) daily by following established manual and computer procedures to close guest accounts and open the suite for the next sale.
  • Regularly calculates and posts monies, receipts, guest accounts, and other forms of credit using accurate cash handling methods and established procedures to present the customer with timely and precise hotel charges upon check-out and maintain correct hotel records.
  • Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information, using suggestive selling techniques to sell room nights, and increasing occupancy and revenue.
  • Maintains good customer relations by keeping abreast of all in-house and area functions to answer questions and concerns with timely and knowledgeable responses in person and on the 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.
  • Processes all guest mail, messages, and faxes by receiving, sorting, notifying, and distributing to mailboxes and guests to ensure the guests receive the information in the most timely and accurate method possible.
  • Reviews all guest issues, contacts appropriate department for resolution, determines recovery, follows up with a guest, and maintains a log of the incident. Reports issues to the manager, escalating immediately when appropriate.
  • Contributes and maintains established information and communication sources such as department and front desk log books to enhance department communications and operations.
  • Ensures that the AM and PM shift sheets are completed each day.

Qualifications

  • Know standard cash handling procedures and knowledge of computerized cash register systems.
  • Must have experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
  • Must be fluent in English.
  • Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and communicate verbally and in writing.
  • Must use tact and understanding when dealing with various customer service problems, including stressful and highly emotional situations.
  • Must be highly organized and able to pay attention to minute written and verbal details, mainly when performing multiple tasks.
  • Standard office equipment including but not limited to: telephone, copier, POS, PC, fax machine, and PBX system.

Education/Formal Training

  • High School diploma or equivalent.

Experience

  • Minimum one-year previous experience as a front office supervisor or a minimum of two years of front office experience in hotel work.

21c Museum Hotels is an equal-opportunity employer. We evaluate qualified applicants regardless of race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster is available here: http://www1.eeoc.gov/employers/poster.cfm.

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