Front Office Supervisor

Job Description

Job Description

Are you looking for a fun, flexible, and fast-paced work environment, supportive coworkers, and a chance to grow as a professional? At the RIT Inn & Conference Center, we are committed to the total satisfaction of our guests, working collaboratively, and providing career development opportunities for our employees.

The RIT Inn & Conference Center, managed by Gunther & Associates, LLC, is a premier hotel in Rochester, New York conveniently located near the New York State Thruway, major businesses and universities, shopping, dining and local attractions. Our hotel offers the comfort and convenience of a full service hotel at an affordable price.

Why should you work at the RIT Inn & Conference Center?

- Competitive compensation package
- Full benefits package
- Flexible scheduling
- Extensive training and opportunities to advance
- Free employee parking

 

The Front Desk Supervisor is a primary contact for a variety of guest services and is responsible for providing all guests with friendly, enthusiastic, and knowledgeable interaction and the timely and efficient delivery of exceptional services. The Supervisor is a working associate and the front line team leader, responsible for aiding and assisting with training, and support of the front office staff and front office management, as well as address additional tasks assigned by upper management and special projects. Special emphasis is placed on accommodating guest preferences, flexibility with work assignments, efficiency, quality, and social demeanor that contributes to a hospitable environment.

 

SPECIFIC RESPONSIBILITIES

• Perform check-in and check-out services, properly record sales transactions and secure accurate payment, coordinate bell services, answer telephones, take guestroom reservations, run reports, handle all guest and student mail, deliver messages, program wake-up calls, and perform a variety of other tasks conducive to providing pleasant and professional services to all hotel guests.
• Oversee daily operation of the Front Office in providing all guests with exceptional hotel services.
• To work with and oversee front desk GSAs in developing quality customer services skills and a full understanding of our property management system, policies & procedures and their role as GSA.
• Work with upper management in developing basic understanding of overall responsibilities that encompass the front end of the Rooms Division, such as HR responsibilities, scheduling and payroll, working with Housekeeping, Banquets, and Engineering to provide a quality, pleasing and enjoyable experience for all hotel guests
• Work with RIT Housing Operations throughout the school year at check in and checkout, and keeping them updated on any student issues that may arise.
• Be knowledgeable of the hours of operation of all hotel services and aggressively sell such services.
• Be knowledgeable of all hotel safety, security, and emergency procedures and equipment as related to department responsibilities, and perform or dispatch any necessary functions.
• Maintain on-going communication and collaboration with staff with the aim of achieving high levels of cooperation and service excellence.
• Manage and coordinate with the hotel shuttle drivers during their shift when scheduling rides for guests.
• Assist in maintaining the cleanliness of the Front Office, lobby, and surrounding areas.
• Assist in checking all lobby area fixtures, equipment, and conditions (lights, heating/cooling, furniture, wallpaper, etc.) for proper operation, settings, and maintenance. Report deficiencies.
• Properly maintain all work equipment, tools, and supplies.
• Respond to guest requests and inquiries with appropriate level of sensitivity and immediacy.
• Comply with and train desk staff on all department, hotel, and company policies and procedures.
• Assist in covering manager's days off as PIC (Person in Charge).
• Open availability is required for this position, as well as the ability to cover either (Weekends, AM, or PM shifts as business demands dictate.
• Complete daily, weekly and monthly tasks as assigned per the front office manager and Assistant Front Office Manager.

 

MANAGERIAL SKILL REQUIREMENTS

• Actively supports the development, training, and mentoring of associates
• Knows how and when to impose deadlines and delegate tasks
• Demonstrates leadership by example
• Motivates and provides a work environment in which associates are productive
• Demonstrates self-confidence, energy, and enthusiasm
• Has effective public speaking and presentation skills
• Presents ideas, expectations, and information in a concise and well-organized way
• Uses effective listening skills
• Have ability to observe details when inspecting areas of responsibility
• Identifies positive public relations and teamwork opportunities
• Manages group or interpersonal conflict situations effectively
• Understands how to manage in a culturally diverse work environment
• Establishes, measures, monitors, and evaluates processes, policies, and procedures
• Uses problem solving methodology for decision making and follow up
• Understands how to develop a business plan and evaluate business trends to modify strategies
• Interprets, analyzes, and manages budget to meet business objectives
• Has personal integrity, manages time well, highly visible in areas of responsibility
• Provides constructive coaching and counseling to associates

 

QUALIFICATIONS

• Ability to effectively read, write, and speak English is required. Must be able to provide, receive, and comprehend verbal and written instructions and information.
• Experience in hotel front office operations required. Supervisory experience preferred.
• Desired are individuals who are friendly, enthusiastic, reliable, assertive, articulate, outgoing, obliging, and compassionate.
• Qualified individuals will additionally demonstrate skills in leadership, organization, planning, problem solving, and communication.
• Must present an appropriate public presence in grooming, dress, poise, and social etiquette.
• Must be able to work independently or with others. Proper social demeanor, attention to detail, commitment to quality, and passion for serving others is essential.
• Must possess a clean and valid New York State driver's license.

 

Open availability required including weekends and overnights. Previous Hotel Front Desk experience, customer service or supervisory experience required.

 

This position pays $19.00 to $20.00 per hour.

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