The Front Office Supervisor leads all Front Desk operations to achieve high levels of customer satisfaction by providing quality service, and comply with corporate/brand policies and procedures while meeting/exceeding financial goals.
Essential Functions:• Manage Front Desk staff effectively: schedule, train, coach, counsel, and conduct performance reviews; resolve problems; provide thorough communications, discipline and recommend terminations of employment as necessary. • As necessary conduct Front Desk activities; check guests in and out efficiently and courteously; respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution. • Pre-register, block reservations and take same-day reservations following hotel rate structures, discounts, and sell strategies; cancel reservations according to procedures. • Respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution. • Implement Company/Brand programs to achieve service quality goals, while ensuring compliance with all specified policies and procedures; communicate with sales staff to define and implement sales strategies for improving occupancy levels and revenues. • Prepare forecasts and reports as directed; implement and monitor results to budget projections; develop recommendations for minimizing expenses and maximizing revenue. • Monitor and maintain the Front Desk systems and equipment to ensure optimum performance; report issues as necessary. • Prepare and submit travel agent commission reports, third party reports, brand frequent traveler program points and other reports requested by management. • Order supplies as needed to provide quality customer service. • May temporarily assume Assistant General Manager, or General Manager, responsibilities as required. • May oversee operations of hotel Suite Shop.• Other duties as assigned by management.Supervisory Responsibility:• Supervises Front Desk Leads, Front Desk Clerks and Night AuditorsJob Specifications:• Solid working knowledge of related company and brand policies, procedures, and services; general knowledge of other departments in the hotel, including a good understanding of basic operations and functions of all other departments and emergency systems, policies and procedures. • Good understanding of revenue management policies and practices and excellent proficiency in the property’s revenue management computer program.• Good management/supervisory skills. • Excellent interpersonal and written/verbal communication skills. • Excellent proficiency with Front Desk computer systems; intermediate proficiency with Word, Excel, and MS Outlook. • Excellent command of the English language; second language proficiency desirable.
Excellent interpersonal, written/verbal communication and telephone etiquette skills. • Excellent time management skills and ability to multi-task and prioritize work• Exceptional problem solving skills• Ability to maintain customer focus• Excellent organizational and planning skills• Ability to work well in a team environment• Ability to follow corporate standards and procedures Education and Experience:• Undergraduate degree in business, hospitality, or related field or equivalent combination of education &experience. • 2+ years of experience as Front Office Manager/Supervisor in an equivalent hotel.
Minimum training required per year as assigned by the company• Any additional training required by managerWork Environment:• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. • Work days and work hours may vary depending on property needs. • This position works indoors.
