Desk Control – Supervisor / Attendant Job Description

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Job Description, Duties, Interview Questions and Salary for Control Desk Supervisor / Attendant 

The Desk Control Supervisor/Attendant is responsible for overseeing the daily operations of a desk control unit. This individual is tasked with ensuring that all staff members are providing quality customer service to all clients. They must also be able to multitask and handle multiple requests at once.

The Desk Control Supervisor/Attendant is responsible for managing the schedule of all staff members, ensuring that there is proper coverage for all shifts. They must also be able to train new employees, as well as provide ongoing training to existing staff members.

In addition to managing staff, the Desk Control Supervisor/Attendant is responsible for monitoring the desk control system, ensuring that all equipment is functioning properly. They must also be able to troubleshoot any issues that arise, and coordinate with IT staff as needed.

The Desk Control Supervisor/Attendant must be able to communicate effectively with clients, staff members, and management. They must be able to handle complaints and resolve conflicts in a professional manner.

Overall, the Desk Control Supervisor/Attendant plays a vital role in ensuring the smooth operation of a desk control unit. This individual must be organized, detail-oriented, and able to work well under pressure.

The housekeeping control desk is the main communication Centre of the housekeeping department. You are responsible for all information sent out and received from the control desk. You should have good telephone etiquette. Keep the notice board up to date with the relevant information.

As a desk control assistant, you should maintain complete and up-to-date information on every departmental section that comes under housekeeping. Experience as Housekeeping Desk Coordinator or Housekeeping Order Taker.

DUTIES AND RESPONSIBILITIES:

  • Good knowledge of handling guest requests. 
  •  Good knowledge of Housekeeping operations.
  •  Responsible for Departmental keys and guest room master cards.
  •  Responsible for all calls coming to the Desk and to convey the right message to the right person.
  •  Maintaining records related to day-to-day operations of Housekeeping.
  •  Follow up with concerned departments in case of guest requests/ complaints.
  •  Updating the Housekeeping data board with information like VIP in-house, Today’s occupancy Percentage, arrivals, departures, to-do list, rooms for super cleaning, etc.
  •  Good understanding of property management software ( Eg: Opera, Protel, Fidelio, etc. )
  •  Allocate work for each staff according to the point system/workload for the day.
  •  Should have good telephone etiquette.
  •  Make the relevant room status changes on the software as per the instructions given by floor supervisors.
  •  Prepare the room discrepancy list for the Front office.
  •  Prepare the VIP amenities list.
  •  Prepare the Min BAR consumption list.
  •  Post mini bar and laundry charges to the respective guest folios.
  •  Prepare monthly sales reports for Minibar, Laundry, dry cleaning, and any other miscellaneous sales.
  •  Prepare the missing/broken item register.
  •  Handle the lost and found procedures and all inquiries.
  •  Maintaining the “I need it now” cupboard.
  •  Changing the room status from Vacant dirty to vacant clean and changing the room status as per requirement.
  •  Coordinate with the Engineering / Maintenance department for room maintenance issues.
  •  Coordinate with the Front office department.
  •  Should have complete information related to all the rooms in the hotel.
  •  Should have information of every staff, And where they are allotted for the work. E.g. Staff allocated for Floor 1, public area, poolside, SPA, etc.
  •  Give proper handover to the next shift and mention all responsibilities in detail to the next shift staff before leaving.
  •  Assist Housekeeper and Asst. housekeeper for preparing the monthly report and budgets.

PREREQUISITES:

Excellent communication skills with Strong interpersonal and problem-solving abilities. Highly responsible & reliable and also ability to work cohesively with colleagues.

EDUCATION:

Education High school or equivalent education is required. Bachelor’s Degree preferred. 

EXPERIENCE:

Experience Two to three years of experience managing entry-level employees. Minimum two years of housekeeping supervisory experience in the hotel industry.

JOB TITLE: Control Desk Supervisor / Desk In-charge

REPORTS TO: Executive Housekeeper / Asst. Executive housekeeper


Interview Questions For Desk Control Supervisor:

When interviewing candidates for a Desk Control Supervisor or Desk Control Attendant position, it’s important to assess their organizational skills, customer service abilities, and familiarity with front desk operations. Here are some interview questions and salary details:

  1. Can you discuss your previous experience in a front desk or guest services role, particularly in a supervisory or attendant capacity?
    • Look for candidates with relevant experience in hotel front desk operations or a similar customer service setting.
  2. How do you prioritize and manage tasks at the front desk to ensure efficient and smooth check-in and check-out processes?
    • Assess the candidate’s organizational and multitasking skills, especially during peak periods.
  3. What measures do you take to provide exceptional customer service and address guest inquiries or concerns at the front desk?
    • Evaluate the candidate’s communication skills and their ability to handle guest interactions effectively.
  4. How do you ensure accuracy in handling guest reservations, check-ins, and billing processes?
    • Assess the candidate’s attention to detail in managing front desk transactions and records.
  5. Can you share an example of a challenging situation you faced at the front desk and how you successfully resolved it?
    • Look for candidates who can demonstrate problem-solving skills and a calm demeanor in handling difficult situations.
  6. What strategies do you use to coordinate with other hotel departments to ensure seamless operations and guest satisfaction?
    • Assess the candidate’s ability to collaborate and communicate effectively with various departments.
  7. How do you stay informed about hotel services, local attractions, and events to provide valuable information to guests?
    • Evaluate the candidate’s knowledge and commitment to staying updated on relevant information for guests.

Salary Details For Desk Control Supervisor:

The salary for a Desk Control Supervisor or Desk Control Attendant can vary based on factors such as experience, location, and the size or reputation of the hotel. As of January 2022, the salary range for a front desk supervisor or attendant in the United States was approximately $30,000 to $45,000 per year. However, salary figures may have changed, so it’s recommended to consult recent industry salary surveys or HR professionals for the most up-to-date information in your specific region or industry. Keep in mind that salaries may also vary depending on the specific responsibilities and requirements of the position.


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