FRONT OFFICE SUPERVISOR - Hampton Inn & Suites Lancaster

Job Description

Job Description

Are you the One?

If you have 3 years Hotel front office experience with a minimum of 1 year at the supervisory level with a High School diploma or higher-level education and ready to work the evening shift, this may be the opportunity for you!

Key Responsibilities

• Directly supervise all front office personnel and ensure proper completion of all front office duties.
• Direct and coordinate the activities of the front desk, reservations, guest services, and telephone areas.
• Ensure the proper appearance of the lobby and all public areas, including the complimentary breakfast area.
• Act as the Manager on Duty (MOD) when scheduled as such by the General Manager.

The ideal candidate will:

• Send Greens Light: Send a daily end of the daily activity and accomplishment email to the General Manager and a copy to the VP Operations.
• Be proficient in the use of the property management system, and train front desk personnel on the system.
• Have a good understanding of all of hotel operating procedures.
• Enforce all existing and new policies and procedures with the front office and breakfast area staff.
• Maintain proper staffing in all front office areas and the breakfast area.
• Prepare and post the front office and breakfast area staff work schedules in a timely fashion.
• Conduct regular performance reviews of the front office and breakfast area staff.
• Constantly monitor front office communications logs.
• Monitor appearance of all front desk and breakfast area staff, to ensure they are following company uniform policy.
• Conduct weekly departmental meetings, and individual meetings as needed.
• Supervise delegated responsibilities and follows up.
• Be proficient on the use of all front office equipment such as credit card machine, copier, and fax.
• Exhibit good leadership skills.
• Maintain all equipment, conduct an inventory on the last day of each accounting period, and maintain office and breakfast area supplies at par.
• Inform the General Manager of any unique situations or unusual developments in front office operations.
• Handle guest complaints effectively.
• Be willing and able to work any shift, including audit and fill in when other employees are not able to work their scheduled shift.
• Complete weekly schedules for front office and breakfast area staff as per standard operating procedures.
• Understand the Chart of Accounts in order to code the invoices for the Front Office and the breakfast area.
• Process reservations by mail, telephone, fax and central reservation systems referrals.
• Process reservations received from sales office and other hotel departments.
• Have complete knowledge of room types and offered rate plans.
• Open and close out discount rates on reservation systems when applicable.
• Fully understand the hotels franchise policy on guaranteed reservations and no-shows.
• Process cancellations and modifications to reservations.
• Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates.

What are we looking for?

To fulfill this role successfully, you must possess the following minimum qualifications:

• Effective Communication skills
• Pleasing personality
• Good team player
• Good listener
• Well-groomed and professional appearance.
• Open with praise, discrete with criticism.