Front Office Supervisor

Front Office Supervisor

Reports to: Director of Operations/Operations Manager

Department: Rooms

Janko Hospitality is a Chicago-based operator of upscale full-service, boutique lifestyle, extended-stay, and select-service hotels throughout the Midwest. The firm's award-winning properties within the Marriott, Hilton, Hyatt, and IHG brand families have made Janko Hospitality a 2022 Hotel Business Magazine Top 100 Hospitality Management Company. Janko Hospitality is a growth company focused on expansion through strategic acquisition, development, and third-party management. With a passion for people, a proven track record of solid financial performance, honorable community involvement, and an unwavering commitment to quality, Janko Hospitality is a management company that will provide an exceptional hospitality experience to guests, owners, and associates.

Benefits

• Competitive compensation package
• Full benefits package, including 401K with matching and paid time off from Day 1
• Growth company focused on expansion through strategic acquisition and development
• Hotel discounts at locations worldwide.

Job Description

The Front Office Supervisor (FOS) at Hyatt House Evanston is responsible for ensuring exceptional service is provided to all guests. The FOS will oversee the operations of the front desk department, train and supervise the team to maintain superior customer service standards, and ensure the hotel runs smoothly to achieve the highest level of guest satisfaction.

Essential Duties and Responsibilities

• Guest Services: Greet guests and efficiently manage check-in and check-out procedures using the Property Management System (PMS).
• Cash Handling: Handle cash transactions accurately, ensuring precise hotel charges and maintaining thorough accounting records.
• Training: Spent 90% of shifts stationed at the front desk to actively mentor team members, deliver ongoing performance feedback, and ensure the consistent delivery of exceptional customer service.
• Team Leadership: Attend and occasionally lead daily pre-shift meetings with team members to ensure smooth operations.
• Inventory Management: Assist the Operations Manager with ordering supplies and managing market items for inventory.
• Sales & Reservations: Utilize effective communication skills to answer inquiries, accept reservations, and promote hotel amenities to enhance room sales and overall revenue.
• Customer Relations: Maintain excellent customer relations by promptly addressing questions and concerns in person and over the phone.
• Telephone Operations: Operate the telephone system proficiently, including managing incoming calls, directing in-house calls, scheduling wake-up calls, and managing trace requests for efficient guest service.
• Front Desk Operations: Maintain a courteous and friendly demeanor at all times to foster a welcoming atmosphere and ensure smooth operations.
• Checklists & Documentation: Complete shift checklists diligently to ensure all shift responsibilities are accurately handled. Maintain the front desk logbook to facilitate communication and report any issues to incoming shifts and supervisors.
• Guest Mail & Messages: Manage incoming guest mail, messages, and faxes by sorting and distributing them promptly.
• Management Responsibility: Act as Manager on Duty in the absence of executive committee members or the Front Desk Manager.
• Safety & Security: Ensure compliance with Safety and Security Policies, training team members and reporting suspicious activities of guests, visitors, or staff.
• Incident Reports: Write guest incident reports as needed and maintain security for guests and property.
• Physical Requirements: Able to stand for long periods, walk throughout the workday, and perform tasks that require reaching, bending, pushing, pulling, and twisting.
• Other Duties: Perform other duties as assigned by management to support hotel operations.

Qualifications

• Education: High School Diploma, GED, or equivalent work experience.
• Customer Service: Friendly demeanor with excellent communication and customer service skills.
• Organizational Skills: Strong organizational and prioritization skills.
• Technical Skills: Prior experience using Windows-based software preferred.
• Physical Abilities: Ability to stand 90% of the day and perform physical tasks such as lifting supplies (up to 50 lbs.), bending, and reaching.
• Experience: Previous front desk or hospitality experience