The Front Office Supervisor will be responsible for the supervision and training in all aspects of the Front Desk operations, in accordance with hotel standards. This position will direct, implement and maintain service and management philosophies which serves as a guide to the respective staff. The Front Office Supervisor will assist hotel guests courteously and efficiently according to established five-diamond service standards. Process all payments according to established hotel requirements
and maintain a cohesive team.
Ability to assess departmental training needs and provide such training in order to better operations and staff knowledge.
Ability to be a clear thinker, analyze and resolve problems while exercising good judgment.
Strong presentation and public speaking skills demonstrating a proven ability to represent the property professionally and successfully.
Computer proficiency in the applications of; Excel, Word, and ability to learn company software applications.
Passionate about hospitality and exudes a warm and sincere approach to guest and associate service.
Detail oriented without losing sight of the bigger picture
Ability to suggestively sell available rooms.
Ability to input and access information in property management system (Opera).
Ability to remain calm and courteous with demanding/difficult guests and/or situations.
Ability to ensure security and confidentiality of guest and hotel information.
Ability to work without direct supervision.
Desirable: College degree.
Familiarity with yield management and cost controls by supervising hourly staff and staffing requirements. Guiding front desk staff to yield rates with walk in guests and upselling.
ESSENTIAL JOB FUNCTIONS :
This job description in no way states or implies that these are the only duties to be performed by the associate occupying this position. Associates will be required to perform any other job-related duties assigned by their supervisor. Maintain complete knowledge at all times of:
All hotel features/services, hours of operation.
All room types, numbers, layout, décor, appointments and location.
All room rates, special packages and promotions.
Daily house count and expected arrivals/departures.
Room availability status for any given day.
Scheduled in-house group activities, locations and times.
All hotel and departmental policies and procedures.
Access all functions of the computer system according to established procedures and standards.
Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff receives appropriate communication.
Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
Conduct pre-shift briefings with staff and review all information pertinent to the day's business.
Monitor the hotel front entrance and resolve any congested situations.
Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
Monitor guest mail and ensure that it is processed according to procedure.
Monitor staff interaction with guests, ensuring prompt and courteous service, resolve discrepancies with respective personnel. Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
Anticipate guests' needs, respond promptly and acknowledge all guests.
Promote positive guest relations at all times.
Monitor and handle guest complaints and ensure guest satisfaction.
Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
Monitor and ensure that all cashiering procedures comply with Accounting policies and standards while providing support leadership to staff relating to operational needs.
Ensure that all V.I.P.'s are pre-assigned according to standards.
Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
Review resumes for arriving groups; organize and coordinate master accounts and check-in/pre-registration procedures.
Review requests for late check-outs and approve according to occupancy.
Print report on discrepant rooms, research discrepancies and enter current status accordingly.
Foster and promote a cooperative working climate, maximizing productivity and employee morale.
Follow up on assignments given by the Front Office Manager.
Process all guest check-ins according to established Five Diamond Hotel requirements:
Process all check-outs according to established Five Diamond hotel requirements.
Monitor and ensure that Front Desk and lobby areas are kept clean and organized at all times, any cleanliness or organization deficiencies should be delegated to appropriate staff member in order to rectify.
Supervise that staff report to work as scheduled. Report to Front Office management any late or absent employees.
Coordinate breaks for staff.
Assign work duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations which compromise the department's standards and delegate these tasks.
Inspect grooming and attire of staff, rectify any deficiencies.
Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards.
Assist staff with their job functions to ensure optimum service to guests.
Other duties as assigned by management
The pay for this position is $26.50/hour.
Other details
Pay Type Hourly
Hiring Rate $26.50
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