Front Office Supervisor

Summary

The Front Desk Supervisor will oversee the activities of the Front Desk staff, consistent with Woodrun V standards.

Essential Job Functions

• Eye contact should be made at a distance of no less than 10 feet from every guest.
• A genuine smile should be offered at a distance of no less than 5 feet from every guest.
• Employees should build rapport with guests during any conversation, if the guest responds to the initial statement with a conversational demeanor.
• Guest last name is used effectively, but discreetly, as a signal of recognition as least once and not more than twice during any conversation with guests.
• Before concluding conversations, the guest is verbally offered additional assistance with a statement relevant to the guest’s individual needs
• Act as the Manager on Duty to deal with all guest related issues as well as emergency and security situations in all areas of the hotel.
• Ensure that employees are trained in accordance with our standards and our guidelines, testing for accuracy and understanding at each step of the training process.
• Hold all front desk employees accountable to the standards of performance and presentation.
• Ensure the smooth functioning of the registration and cashiering areas of the Front Desk.
• Work with overnight staff to ensure accuracy of the night audit process and that the check list is being followed.
• Be responsible for any updates or revisions of the night audit process, ensuring the check lists are updated and employees are trained.
• Work with Reservations with room availability, room types, etc. to maximize revenues and occupancy.
• Review daily arrivals, special requests, group needs, room assignments, etc.
• Complete the bucket check daily and address any issues that arise.
• Arrange amenities for all VIP and return guests.
• Work to resolve all credit problems daily with accounting. Non Zeros need to be actively managed to ensure timely resolution
• Handle guest complaints and keep management informed as necessary.
• Work with Group Coordinator on group arrivals, room blocks, and departures.
• Ensure that the group folio is reconciled and turned in to accounting within 24-hours of the group room departure.
• Cross train employees, to ensure coverage plans are in place for peak business periods.
• Keep all personnel up to date on policies and procedures relative to their areas.
• Participate as a working supervisor at the Front Desk.
• Complete tasks and projects delegated by your manager and assist other departments as business volumes and staff levels demand.

Qualifications

• College degree preferred.
• Ability to multi task and prioritize.
• Competent with computer programs such as Microsoft Office.
• Prior front desk experience required.
• Prior guest service experience is required.

Supervision given and received

Given: Exercises direct supervision over front desk and guest services staff. Responsibilities include, but are not limited to, frequent and detailed review of work, training, planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. 

Received: Works under limited supervision of Front Office Manager. Receives guidance in terms of broad goals and overall objectives and is responsible for establishing strategical methods to attain them. Can formulate policies but does not necessarily have final authority for approval. Review of work is not detailed and emphasizes accomplishment of broad work objectives, rather than specific assignments. 

Work Environment and physical demands

Indoors v Outdoors - Indoors 95% of the time, Outdoors 5% of the time.
Standing v Sitting - Standing 100% of the time
Work Environment -. Working as part of a team; working AM, PM & overnight shifts. Working holidays. Overtime may be required due to business need
Physical Requirements – Ability to push/pull & carry luggage and other items up to 50lbs.
Constant reaching, handling, feeling, talking, hearing and seeing (near, far, depth perception, color vision, and field of vision). Occasional climbing, balancing, stooping, kneeling, crouching, tasting, smelling. Dealing with noise of lobby area as well as phones