Front Office Supervisor

Description

POSITION SUMMARY:

The primary function of the Front Office Supervisor is to assist the hotel guests and attend to their needs while utilizing the highest possible level of service; thus, ensuring we are providing a welcoming and accommodating environment. The Front Office Supervisor is to ensure the smooth operation of the Front Desk, carrying out the directions of the Front Office Manager. They are to resolve guest issues & perform duties as required to ensure 100% guest satisfaction. Responsible for oversight of the front desk processes between the guests and the various hotel departments.

ESSENTIAL FUNCTIONS:

• Supervise and ensure completion of all duties of Front Desk Agents.
• Responsible for hotel service scores as measured through our guest satisfaction surveys.
• Maintain key control and Front Desk logbook.
• Knowledgeable in the hotel’s Property Management System.
• Review Property Management System inventory and House Count for availability and rates.
• Maintain and market special guest programs.
• Balance bank daily.
• Coordinate emergency procedures.
• Complete daily shift checklist.
• Complete and print all required daily reports, records and logs as necessary.
• Ensure to sell and identify potential future business upon check in.
• Relocate guests to nearby hotels as necessary.
• Verify daily rate and availability-discuss Perfect Sell Strategy with FOM.
• Responsible for maintaining a monthly checkbook of expenditures.
• Handle all administrative tasks as directed by Management.
• Assist in scheduling Associates’ shifts and lunch breaks.
• Ensure the night audit packets are completed to company standards.
• Brief management at the end of all shifts.
• Supervise and ensure the completion of all duties of all Guest Service Agents.
• Responsible for providing feedback and administering associate corrective action and recognition.
• Ensure to follow through on all issues and discrepancies as pertaining to Guest Services.
• Serve as Manager on Duty.
• Ensure all employee trainings and certifications are up to date.
• Assist with the management of the departmental budget.
• Ensuring the information safety and security of all guests within the hotel by supervising/training front desk staff in the following areas: room location security/privacy, key logger awareness, information security, personal information privacy/security, payment security, etc.
• Responsible for ordering office supplies and other needs of the front office.
• Ensure proper corporate and group coding.
• Ensure reservations are being made following the Signature “Magic Formula”.
• Attend mandatory meetings & hotel functions.
• Report any and all wear and tear of furniture and/or equipment, as well as and safety concerns in your work area, to the General Manager.
• Comply with all company standards and policies, as established in the employee handbook.
• Other duties as required. 

SUPERVISORY RESPONSIBILITIES:

• Responsible for providing feedback on Front Office staff performance.
• Must possess strong communication skills and demonstrate leadership abilities.
• Must exercise discretion, finesse and good judgment in handling issues that arise during the course of business. 
• Able to proficiently handle multiple simultaneous demands. 

EQUIPMENT TO BE USED:

• Office Equipment
• Hotel and Financial computers and software.

Requirements

EDUCATION REQUIRED:

• High School diploma or equivalent.
• College degree preferred. 

EXPERIENCE REQUIRED:

• 1-3 years related experience and/or training.
• Equivalent combination of education and experience. 

SKILLS, AND CAPABILITIES REQUIRED:

• Must be proficient in the use of common Windows-based computer programs, including Microsoft Word and Excel. Experience with hospitality industry software desired. 
• Must be able to operate basic office machines, i.e., copier, fax, printer, etc.
• Must possess strong organization and time management skills.
• Must have excellent communication and interpersonal skills with the ability to interact with many types of personalities.
• Ability to effectively communicate information and respond to questions from groups of managers, coworkers, vendors and guests. 
• Supervisory experience in customer service setting a plus.

TYPICAL PHYSICAL DEMANDS:

• Able to stand for periods which may extend beyond 8 hours daily. 
• Able to use computer software and telephone switchboard. 
• Be aware and able to enforce all emergency and safety procedures. This position is a member of the hotel’s emergency response team. 
• Lift and carry up to 30 lbs.

TYPICAL MENTAL DEMANDS:

• Reading and entering data into computer software program. 
• Must be detail-oriented, customer-focused and able to multi-task. 
• Must be able to use sound judgment in decision making which have significant financial and legal implications on the business.
• Must be able to act in a leadership capacity during emergency situations including hotel evacuations and life-threatening instances. 
• The ability to: listen, read, write, and speak, both clearly, and effectively ensures that the lines of communication are open between the Associates and guests at the hotel; and is absolutely essential. Customer service is our priority, so it is imperative that all Associates communicate to the best of their ability. 
• The ability to perform basic mathematical functions: adding, subtracting, multiplying, and dividing, using whole numbers, common fractions, and decimals. 
• The ability to apply the use of common sense & understanding in order to carry out instructions, whether in written, oral or diagram form. 
• Must possess conflict resolution skills. 

WORKING CONDITIONS:

• Exposure to detergents and cleaning solvents. 
• Employees are expected to comply with existing safety procedures.
• The ability to work in close proximity with others comfortably, while multitasking in a fast paced environment. 
• Hospitality environment requires polite, professional conduct and communication at all times. 
• Must be able to work a flexible schedule; days, nights, weekends, and/or holidays as needed.