Front Office Supervisor

Job Description

Job Description

JOB DESCRIPTION:
The Front Office Supervisor will be responsible for ensuring the completion of daily tasks related to Front Office Operations and will commit to delivering outstanding guest service. The Front Office Supervisor will be responsible for supervising team member performance while maintaining hotel standards and expectations of service delivery. They will oversee the check in and check out process, lobby traffic, luggage assistance, and must understand rates and availability. Additional duties include but are not limited to scheduling, training, discipline, and leading pre-shift meetings. Previous hotel and/or supervisory experience is required. This person must have strong communication, organizational, and computer skills.
ESSENTIAL DUTIES:

• Supervise the operations of the Front Desk
• Maintain the highest productivity, employee morale and guest service as possible
• Ensure that all hotel policies and procedures are followed
• Assist FOM in training of employees including but not limited to guest services, brand standards, hotel policies and procedures and all PMS systems
• Check guests in and out of the hotel according to hotel and/or brand standards
• Inform guests about the hotel facilities, policies and procedures
• Provide tourist information to guests
• Handle hotel phone system, transfer calls to appropriate departments/guests, and accurately take messages for guests
• Take, modify and cancel guestroom reservations and reconcile in all extranets
• Handle inquiries, requests, and complaints from guests
• Coordinate with other departments to fulfill guest special requests
• Perform cashier duties, cash traveler’s checks
• Post phone charges and other miscellaneous charges to guest accounts
• Follow in-house procedure to help ensure the security of guests and employees
• Know hotel emergency procedures
• Maintain cleanliness of Front Office area
• Notify Front Office Manager of any problems or situations involving guests, the hotel and/or employees
• Attend rooms and management meetings as required
• Secure all guest valuables by processing lost and found and following policy and procedure with regards to lost and found items
• Accessible for all agents at the front desk
• Enter all group contracts, monitor blocks, block releases and liaise with the sales department
• Complete room assignments on a daily basis
• Monitor unit usage and owner revenue, as required by property
• Ensure correct entry of timeshare reservations and allocations
• Adhere to all work rules, procedures and policies established by the hotel, including, but not limited to, those contained in the employee handbook
• Any and all duties assigned by management

MINIMUM REQUIREMENTS:
The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prefer minimum of six months experience working in related field (hospitality preferred)
• Must have reliable transportation
• Must be able to pass pre-employment testing (i.e. drug test, background check, etc)
• Must have full availability and be able to work days, evenings, nights, weekends, and holidays

KNOWLEDGE / SKILLS / ABILITIES:

• Ability to stand for a long period of time
• Ability to work in a fast paced environment
• Ability to maintain control and composure in difficult situations and exhibit good judgment
• Good communication and interpersonal skills
• Ability to read, write and speak English (multi-lingual a plus)
• Ability to hear, understand, follow and give written and oral instructions
• Ability to deal with stressful conflicts involving groups of people, individuals, and co-workers
• Ability to plan, organize and conduct a wide variety of activities
• Knowledge of leadership techniques
• Speak with others using clear and professional language
• Develop and maintain positive working relationships with others
• Abilities (<8 hours per day) reach, bend, twist, pull, push, grasp, walking, standing, stooping, kneeling, running, sitting, climbing, reaching overhead and bending
• Ability to frequently (<4 hours per day) lift up to 30 pounds of weight to chest height