Job Description

Primary Objective of Position 

To increase room revenues and guest satisfaction by maintaining smooth and efficient
operation of all Front Desk procedures in accordance with the standards of



The hotel
business is much like show business; the public expects a certain image and we
must live up to it. In a very real
sense, you are on stage. No matter what position you occupy within the
Company, you are first and foremost a sales person promoting the image and
hospitality of the hotel. In working at
the Front Desk, you are a Guest Service Representative – you are in the people
business and the impression you leave with the public is the impression the
public has of the hotel. To the public,
you are the establishment and if they like you, they will enjoy their
experience with us. If you leave the
public a negative impression, we will never see them again. That is why Bartell Hotels places a great
deal of emphasis in the personality, appearance and behavior of our employees. 


Major Areas of Accountability 

· Meets and exceeds guest and team member
expectations by providing exceptional service and teamwork 

· Provides value-added service to guests by
doing whatever reasonable and possible to meet or exceed guest expectations 

· Communicates effectively with guests,
co-workers, and supervisors 

· Demonstrates teamwork by cooperating and
assisting co-workers as needed 

· Handles difficult situations effectively 

· Performs other duties as required to perform exceptional
guest service and teamwork 

· Inputs weekly schedule in e-time 

· Assists FOM with monthly employee incentives,
verifying, tracking and totaling bonuses 

· Assists FOM with weekly schedule and employee


2) Provides quality service to the guest by
responding to their requests promptly, efficiently and courteously during
registration, cashiering, reservations, telephone, and information 

· Reviews all incoming reservations and
pre-registers/pre-blocks into; VIP's, packages, and pre-assigned/pre-registered

· Oversees concert band rooms, arrival, assigns
concert view rooms 

· Insures prompt and courteous check in and
check out of guests 

· Responds to guest requests for information
about the hotel and community 

· Assists in the training of Guest Service

· Arranges fulfillment of guest requests by
working with bell staff, housekeeping, reservations and room service 

· Training of staff using the guidelines, check
lists and individual training packets. 

· Maintain reservations restrictions / rates 



3) Maintains timely and accurate house counts 

· Checks on room availability and house status 

· Verifies sell-out and near sell-out nights
with reservations 

· Communicates with Housekeeping to insure room
availability and changes in house status; works to ensure that room assignments
are made to provide the guest with the best possible experience 

· Insures smooth transition through shift
changes and relays all pertinent information to relieving supervisor 


4) Handles guest complaints 


5) Insures credit and cash policies are adhered
to by all Guest Service Representatives 


6) Demonstrates knowledge of hotel
accommodations, guest services, and attractions 


7) Adheres to hotel policies and procedures 

· Attends work on time as scheduled 

· Follows and enforces hotel grooming and dress

· Minimizes safety hazards by following all
safety rules and procedures 


8) Keeps immediate supervisor promptly and fully
informed of all problems or unusual matters of significance 


9) Performs all duties and responsibilities in a
timely and efficient manner in accordance with established company policies and
procedures to achieve the overall objectives of this position 


10) Maintains a favorable working relationship with all other company
employees to foster and promote a cooperative and harmonious working climate 


11) At all times projects a favorable image of
Bartell Hotels Corporation to the public 




In addition to the above Major
Areas of Accountability, other duties may be assigned as needed in order to
ensure the Guest Service standards  



Physical Demands 

While performing the
duties of this Job, the employee is regularly required to stand; walk; use
hands to finger, handle, or feel; reach with hands and arms; talk or hear and
taste or smell. The employee is
frequently required to climb or balance and stoop, kneel, crouch, or crawl. The
employee must frequently lift and/or move up to 50 pounds. 


Work Environment 

While performing the
duties of this Job, the employee is sometimes exposed to outside weather
conditions. The employee is frequently exposed to moving mechanical parts. The
noise level in the work environment is usually moderate to loud 

Apply for Front Desk Supervisor using the link below: