Front Office Supervisor - Full-time

Scope of Position:

Supervise the functional areas of guest registration, bell services, concierge services, night audit, and guest reservations to ensure guest satisfaction and maximize hotel profitability.

Primary Responsibilities:

• The major responsibility is to operate the functional areas of guest services, i.e., resolving guest complaints to the satisfaction of the guest; responding promptly to any guest request for service, using the hotel’s computer system for reservations, scheduling, or other guest related services, and answering the hotel telephones courteously and efficiently.
• Work with the Director of Rooms to meet or exceed all benchmarked scores for both Guest Satisfaction and Destination Experience as it pertains to the front office.
• Resolve any guest complaints to the satisfaction of the guest; responds promptly to any guest request for service; responds to all customer feedback.
• Serves as Manager on Duty, and works with other management personnel to establish and implement hotel service standards to achieve maximum profitability and efficiency.
• Conduct interviews and closely involved with the hiring, on-boarding, and training of new associates.
• Maintains a “can do” and a “guests first” attitude at all times.
• Works as a member of the overall hotel team to ensure that each guest has an experience that exceeds their expectations
• Attends scheduled training sessions within the hotel as dictated by the brand and the hotel management.
• Ensures adherence to procedures for guest and associate security and emergency procedures as established.
• Abides by established procedures for hotel accounting, credit control, handling of financial transactions, and security of monies.

Requirements:

• Previous hotel Guest Service experience for at least 2 years
• Must be willing to work a variety of AM/PM/overnight, weekend and holiday shifts
• Requires strong command of the English language to include speaking, reading and writing. Bilingual a plus.
• Requires strong organizational, problem solving, reasoning, motivational, and training skills.
• Must be able to multi-task and work independently.
• Able be able to be on your feet/stand for long periods of time.
• Excellent people skills, listening skills, and an energetic personality.
• Meet/exceed customer and team expectations; a true desire to satisfy the needs of others in a fast paced environment
• Must possess strong computer skills, i.e., Microsoft Word and Excel, Internet Explorer, etc.
• Cash handling experience strongly desired.
• Able to lift, pull, or carry items weighing approximately 50 pounds

Qualifications:

Education/Experience: High School Diploma or Equivalent

Skills: Interpersonal skills, Computer aptitude, Communication, Organizational, and Customer service orientation

The statements in this position description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.