Front Office Supervisor

Job Description

Job Description

To supervise front desk staff to ensure that they are adhering to all hotel policies, procedures, regulations and standards, while striving towards total guest satisfaction. To ensure that front desk operations is working in a professional manner at all times.

Will perform front desk clerk and cashier responsibilities and duties when assigned, and assume desk manager’s when needed.

Train front desk on a daily basis, on-the-job and during 15 training. Assist the front office manager in all areas to ensure a correct and smoothly-operating department.

Responsibilities

• Responsible for the efficient and professional running of the front desk including relationships with other departments.
• Ensure smooth check-in and check-out of all guests, through properly handling guest accounts.
• Deal with any guest requests and problems and satisfy their needs within acceptable guidelines.
• Be prepared to perform all front desk functions, including switchboard, business center and guest relations.
• Lead by example: Provide a gracious and aggressive hospitality towards all customers. Be familiar and adhere to all policies, procedures and standards.
• Assist all associates with questions, problems which might occur.
• During peak hours, be at the front desk to ensure an efficient and smooth service is provided to all customers.
• Create a productive and positive atmosphere at the desk; have a good relationship with all associates and other departments.
• Be empowered and empower the associates to provide outstanding service to all guests.
• Be a problem seeker and solver.
• Ensure that work area is always clean, neat and organized.
• Plan meetings on a monthly basis (meet with the GM, FOM, and other department heads for feedback on the FD to help with the meeting planning) and conduct them.
• Constantly audit all desk work for accuracy and consistency. Coach and counsel staff when appropriate.
• Ensure all supplies are well maintained.
• Be prepared to cover all shifts when necessary and needed.
• Review discrepant rooms regularly.
• Keep a Voice Mail Log
• Ensure that all Guests, VIP Guest and repeat guests are identified and recognized; pre-blocked and special treatment is brought to the room and check-in/out experiences.
• Make sure you double check the reports printed at the desk to ensure accuracy and follow through. (I.E. Credit Card reports, cash deposits, etc…)
• Complete work or special projects as assigned and make sure to meet due dates.
• Work together with staff on the same level, train, and retrain on aggressive hospitality skills, technical skills and communication skills.
• Know how to hire, train, and develop staff along with the upper management team.
• Have knowledge about the sales strategy, packages, promotions, discounts and know how to handle these and how they relate to other departments.
• Report any sales leads to the sales department as they come to the Front Desk
• Develop knowledge about frequent guest and their special request and needs
• Develop a thorough knowledge of the products, including hotel rooms, type of rooms, amenities, services of hotel, etc.
• Be able to work according to budget; keep constant eye on staffing level and control costs as much as you can.
• Be knowledgeable about etiquette and protocols.
• Be familiar with all emergency plans and be able to act upon them.
• Report any unusual occurrences immediately to the front desk manager/general manager.
• At all times strive to represent your brand and Jiten Hotel Management in the most professional, courteous manner.
• Other duties, as assigned, which the associate is capable of performing.