Job Title: Front Office Supervisor
Department: Rooms/Front Office
FLSA Status: Non Exempt
Reports To: Front Office Manager
Mission of the Role: Oversee the functions of the Front Office and Front Office staff while providing a high level of service to hotel guests.
Supervises: Front Desk Hosts, Night Auditors
Essential Job Functions:
- Understand and be able to perform all Front Office and Night Audit tasks
- Develop in depth understanding of the property management system and POS functionality.
- Coordinate daily arrival/departure preparation, special requests, room assignments and guest amenity/recognition programs.
- Coordinate and manage group arrivals/departures.
- Provide gracious and sincere customer service to all arriving and departing hotel guests and visitors.
- Understand and promote yield/revenue management strategies
- Assist, as directed, with hiring, training, and reviewing of Front Office staff.
- Ensure courteous, professional guest service by front office staff consistent with companys service standards.
- Communicate service and amenities of the hotel to guests and provide Concierge service as needed. Maintain a fluent knowledge of local restaurants, special events, city attractions, and outdoor activities.
- Ensure that all front desk staff follow all specified procedures to correctly handle all cash, credit and gift certificate transactions.
- Ensuring that all Elite guests, VIP guests and repeat guests are identified, recognized and pre-blocked
- Ensuring proper execution of VIP requirements, including room requests, amenity placement, welcome letters, gifts, etc.
- Maintain updated concierge information.
- Conduct regular inventories of front office supplies to ensure stock is adequate and orders are placed as needed.
- Diplomatically and effectively handle all guest complaints, referring to the General Manager if necessary.
- Follow up with front office staff on daily shift and individual duties.
- Support and comply with hotel policy and company policy in matters concerning accounting, purchasing, credit and cash handling.
- Maximize daily room sales.
- Coordinate relocation of guests when necessary.
- Monitor the front desk and lobby areas to ensure they are always clean and well organized.
- Be available to work irregular hours, including evenings, weekends and holidays.
- Be completely familiar with hotel emergency procedures, and provide, calm, reassuring assistance to guests and fellow employees in the event of an emergency
- Monitor and maintain front office systems and equipment.
- Ensure Front Office complies with companys fire and emergency procedures.
- Attend all mandatory meetings as directed.
- Various duties and projects as directed by hotel management.
Key Relationships:
Internal: Front Desk Hosts, Bell Staff, Housekeeping, Reservations, Sales and Catering, Food and Beverage, Accounting, Maintenance, Owner Representatives and Point staff.
External: Hotel guests/visitors, tour company representatives, vendors, transportation companies
Essential Physical Abilities:
- Able to endure repetitive motions for extended periods of time.
- Able to operate a computer, printer, and other office machinery.
- Able to remain in a stationary position working on a computer 80% of the time.
- Able to push or pull heavy loads weighing up to 70 lbs.
- Able to move heavy suitcases and boxes on and off a luggage cart.
- Able to clearly communicate by telephone.
- Able to move continuously during the shift throughout the workspace to perform essential job functions.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. This document does not create an employment contract, implied or otherwise, other than an at will employment relationship.
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Qualifications: Requirements are representative of minimum levels of knowledge, skills and /or abilities. To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently, with or without reasonable accommodation.
Essential Qualifications:
- High school diploma, or equivalent
- Ability to satisfactorily communicate in English with guests, management, co-workers and vendors.
- A minimum of three years’ experience in a hotel front office position
- Computer knowledge in Windows environment as well as proficiency in property management system.
- Ability to work a flexible schedule
- Punctuality and regular and reliable attendance.
- Interpersonal skills and the ability to work well with co-workers and the public.
Desirable Qualifications:
- Proficiency in Microsoft Office applications
- Ability to communicate in a second language
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