FRONT OFFICE SUPERVISOR - Homewood Suites Lancaster

Hotel Front Office Supervisor

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?

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