Front desk Supervisor - Amsterdam

Job description

Are you enthusiastic and someone who exceeds expectations? Then we are looking for you.

At Quentin Hotels we create extraordinary experiences for our guests. We are looking for Front Desk Agents to help us achieve our goals.

Our Hotels are located around the central area of Amsterdam.

Some responsibilities and duties are:

● Welcome guests, perform the check-in and check-out process, collect necessary information, assign room and provide room keys.

Providing information and assistance: Answering guests' questions about the hotel, services offered, local attractions and directions. Provide advice and recommendations to help guests make the most of their stay, anticipate guests' needs, guide them, provide necessary services with professionalism and friendliness.

● Maintain accurate records: Record and maintain up-to-date guest information in the hotel management system. Handle billing records, check-in and check-out records, and any other necessary documentation, including resolution of late and disputed charges.

Payment handling: Collect payments for guest stays. Issue invoices, receipts and accurate records of financial transactions. Process all guest departures, including resolution of overdue and disputed charges.

Resolve, log, process all guest calls, messages, requirements, questions and concerns.

Conduct reporting and record keeping: Prepare performance reports, occupancy records, arrival and departure statistics, and other relevant reports as required. Maintain accurate and up-to-date records of front desk activity, identify any special requests and verify them.

Actively support other departments and act when assistance is needed.

● Complaint and problem management: Listen to and address guest complaints in a timely and efficient manner. Resolve problems related to rooms, amenities and other areas of concern to ensure guest satisfaction.

Ensure that all hotel operations are running smoothly, trouble-free from the guest's perspective and be focused on guest care from the front desk at all times.

Show proactivity and an innovative approach to your skills and standards.

Ensure that the communication process is effective and efficient on a day-to-day basis, so that the standards of our services are not compromised.

Actively communicate positively and assertively between the front desk team and housekeeping.

● Prepare the working schedules of reception agents and cleaning staff.

● Recruit and train new staff, supervise the receptionist team: Provide guidance and leadership to the reception team, ensuring that they comply with hotel policies and procedures, and provide excellent customer service.

● Train staff: Provide initial and ongoing training to receptionists to ensure they are familiar with check-in and check-out processes, reservation handling, customer service, the hotel management system and other relevant aspects.

Report to management on a weekly basis.