About the role
The Front Office Supervisor is responsible for providing quality guest service within hotel management guidelines. They oversee all Front Office operations, including Front Desk, PBX, Concierge, Bell, Door, and Valet Services. They maintain a high level of guest service, support line staff, and balance revenues. They monitor property interfaces, train front office shift employees, and provide prompt, courteous service to guests. They assist guests upon check-in and throughout their stay, fostering a teamwork environment.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Meet the desk agents to get any pertinent information.
- Review Front Desk logbook for any other information or incidents.
- Review all arrivals and departures noting any special requests, challenges, and to ensure that billing is correct.
- Assess whether any guest relocation will be necessary.
- Make sure all shifts are covered as scheduled, cover as necessary.
- Follow established key control policy, credit policies, and be knowledgeable of all fire and emergency procedures.
- Ensure the completion of the desk agents AM/PM checklist.
- Handle guest situations as they arise in a calm and professional manner.
- Assist guests with services and requests.
- Be an expert in all employee duties to ensure you are “leading by example” in all that you do.
- Be visible at all times to our guests and staff.
- Make suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction, revenues, as well as reducing costs.
- Ensure inventory controls, working with Sales and Reservations to ensure maximum selling potential and house balance.
- Ensure accuracy of groups, rooming lists, billing, amenities, arrivals, etc.
- Maintain cleanliness and organization of back office, front desk, and front desk closet.
- Perform all other duties as directed by immediate supervisors.
- Additional projects and responsibilities may be assigned as needed.
Supervisory Responsibilities:
- Oversee and supervise all duties performed by Front Office employees.
- Coach, counsel, and discipline employees when necessary, using accurate documentation and techniques.
- Ensure all Front Office employees complete their duties before departing, and that they are posted at their stations on time.
- Assist with all sick calls or tardiness by finding coverage, report to work and stay until coverage can be found.
- Assist with any scheduled shift problems on the Night Audit shifts.
- Accountable for the proper training and daily monitoring of all service levels provided by employees to guests and other employees.
- Monitor and maintain Front Office operational supplies.
- Accountable for meeting or coming in under payroll and expense budgets.
- Ensure all employees are following cash and credit handling procedures.
- Ensure that all team members are following grooming and uniform standards.
SPECIFIC EXPERIENCE WE'RE SEEKING
- 2 years of Front office experience in luxury or lifestyle hotel.
- High School Diploma is preferred.
- Ability to diplomatically deal with difficult situations and people, while exhibiting a constant level of integrity.
- Ability to verbally communicate effectively and professionally.
- Experience with Opera is a must and experience with HotSOS, Alice and Kipsu is preferred.
- Ability to lift 30 pounds.
- This position requires a flexible schedule, must be able to work evenings, overnights, weekends, and holidays.
Please note management reserves the right to change, modify, and/or alter any of the duties listed above to meet business demands.
Salary range: $12.00 USD - $14.00 USD per hour, plus gratuities.