Sage Hospitality Group

Develops and operates hotels and restaurants

Hotel Front Desk Supervisor

Hotel Guest ServicesUpdated on Nov 13

Full-timeBaltimore, MD, USA$20 - $23 /hrIn-person

About the Job

Requirements

High school education or equivalent experience.
At least one full year of employment experience in a related position with this company or another organization.
Understanding of all hotel front-office procedures.
High school graduate-level mathematical aptitude and knowledge of standard cash-handling procedures and computerized cash register systems.
Past experience dealing directly with the public and general knowledge of basic customer service skills.
Knowledge of company and hotel policies and procedures, and the ability to determine a course of action based on those guidelines.
Supervision and management skills.
Ability to communicate information and hotel services to management and guests; a second language may be required.
Ability to operate a computer, calculator, and telephone keyboards for cash handling and paperwork processing.
Ability to communicate frequently in person and on the telephone; read written communications, analyze reports, and view a monochrome computer screen.
Speech communication skills for continual interaction with guests and literacy to analyze report data, prepare reports, and initiate correspondence.
Ability to stand for most of the shift and to lift guest luggage, push or pull a bell cart up to 50 pounds, and carry guest luggage up to 25 pounds.

Responsibilities

Supervise front-desk operations to ensure guests receive an optimal level of service and hospitality.
Train team members; direct their work; resolve issues and problems; and coach and counsel the front-desk team to ensure a quality operation.
Resolve customer issues, complaints, and problems quickly and efficiently to maintain customer satisfaction and quality service.
Complete established check-in procedures for arriving guests and facilitate guest departures to close guest accounts and make rooms available.
Calculate and post monies, receipts, guest accounts, and other forms of credit using accurate cash-handling methods and established procedures, presenting precise charges at check-out and maintaining accurate hotel records.
Answer inquiries from potential guests and accept hotel reservations courteously and accurately; use suggestive selling techniques to sell room nights and increase occupancy and revenue.
Maintain customer relations by keeping informed about in-house and area functions and answering questions and concerns with timely, knowledgeable responses in person and by telephone.
Operate PBX equipment, including assisting with outgoing calls, scheduling and setting wake-up calls, and paging guests.
Control front-desk cash transactions and maintain responsibility for a personal bank as specified by hotel bank agreement policy.
Respond professionally and courteously to arriving, departing, and in-house guests by providing accurate and timely information and services.
Respond to telephone and in-person inquiries about reservations, hotel information, and guest concerns.
Perform other duties as assigned, requested, or deemed necessary by management.

Why us?

Achieving personal and professional growth is one of our values at Sage Hospitality Group. We believe it’s not just about the work you do, but it’s about who you are. We know your job isn’t your life. That’s why we support our associates in finding the perfect balance between what they do and who they are. By encouraging associates to take initiative and responsibility for their own advancement, we empower them to own their outcomes—both personally and professionally.

Job Overview

Supervises front office staff ensuring an efficient operation producing excellent results for our customers. 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.

Responsibilities

Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
Completes established check-in procedures for arriving guests and facilitates guest departure in order to close the guest account and make the room available for the next guest.
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 and accurately answers inquiries from potential guests and accepts hotel reservations. Uses 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, including, assisting outgoing calls, scheduling and setting wake-up calls and paging guests.
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.

Qualifications

Education/Formal Training

High school education or equivalent experience.

Experience

1 or more full years employment experience in a related position with this company or other organization(s).

Knowledge/Skills

Requires understanding of all hotel front office procedures.
Requires high school graduate level mathematical aptitude and knowledge of standard cash handling procedures and computerized cash register systems.
Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
Requires knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines.
Requires supervision/management skills.
Ability to communicate information and hotel services to management and guests. Second language may be required.
Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to communicate in person and on telephone frequently.
Ability to read written communiqués, analyzing reports and seeing monochrome computer screen.
Excellent speech communication skills required for continual interaction with guests. Frequent use of phone.
Excellent literacy necessary to analyze report data, prepare reports and initiate correspondence.
Continuous standing 90% of time -communicating with guests.
No climbing required. No driving required.
Lifting up to 50 lbs. guest luggage; limited. Pushing up to 50 lbs. bell cart; limited. Pulling up to 50 lbs. bell cart; limited. Carrying up to 25 lbs. guest luggage; limited.
Continuous standing -80% of shift.

Environment

Prolonged standing at indoor, thermostatically climate-controlled work station under florescent lighting. Work inside 95%

Salary

USD $20.00 - USD $23.00 /Hr.

Compensation: 20 to 23 (USD)

About the Company

Sage Hospitality Group

Develops and operates hotels and restaurants

Sage Hospitality Group develops, invests in, and manages hotels and restaurants, focusing on creating experiential lifestyle properties that become part of their local communities. They run hotels and run their own restaurants through Sage Restaurant Concepts, using an integrated approach that combines development, ownership, and operating expertise. Unlike many operators who only manage properties, Sage acts as a developer and investor for urban and resort markets and has rebuilt projects like Denver’s Union Station, showing a hands-on, destination-driven strategy rather than just a place to sleep. Their portfolio includes over 100 hotels and restaurants, and they continue to expand under new leadership with the goal of becoming the nation’s favorite lifestyle hospitality company and a preferred destination for guests and communities alike.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Denver, CO
Founded: 1984

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