Front Office Supervisor

Overview

Position Summary:
The Front Office Supervisor is responsible for providing the highest quality guest service as it pertains to checking in/out of hotel guests; assisting guests with their luggage; taking hotel reservations; and answering guest questions in a gracious and professional manner. Demands accuracy with daily accounting procedures. Oversees room reservations, front office systems, and supplies inventory. Trains, and supervises staff. Provide leadership and guidance to Front Office staff ensuring consistent quality service is provided.

Salary Rate: $23/hour

Responsibilities

Duties and Responsibilities:
• A warm personality, attentive, and presentable.
• Committed to delivering high levels of customer service.
• Responds courteously and efficiently to queries and problems from guests, and all staff.
• Encourages a team spirit amongst staff members with leadership and guidance
• Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs guest service, front office, reservations and front desk agents in the details of work. Observes performance and encourages improvement.
• Uses creative management skills to solve problems. Ensures compliance with Hilton standards to ensure consistent high-quality guest relations.
• Supervise desk through times of stress, and emergencies, resolves guest concerns, and implements resolutions by using discretion and judgement.
• Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues, and situations from both guests and team members.

Qualifications

Qualifications/Skills:
Requirements are representative of minimum levels of knowledge, skills and /or abilities. To perform this job successfully, the team member will possess the abilities or aptitudes to perform each duty proficiently, with or without reasonable accommodation.
Essential:
1. Ability to satisfactorily communicate in English (interact, understand, & respond) with guests, co-workers and management to their understanding.
2. Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
3. Ability to accurately compute and manipulate mathematical calculations.
4. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
5. Ability to effectively deal with internal and external guests, some of whom will require high levels of patience, tact, and diplomacy to defuse difficult situations.
6. Ability to work well under pressure and multitask.
7. High school graduate.
8. Punctuality and reliable attendance.
9. Interpersonal skills and the ability to work well with co-workers and guests.

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