Front Desk Supervisor

**Position Summary:**

The Front Office Supervisor provides leadership and support to all front office personnel and ensures proper completion of all front office duties in accordance with hotel policies and procedures.

**Duties and Responsibilities:**

* Manage and monitor activities of all employees in the Front Office department making sure they adhere to standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures.

* Maintain a professional and high quality service oriented environment at all times.

* Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.

* Works with team to forecast and yield manage rates to maximize revenue for the hotel. Staff is properly trained on all required functions in the Property Management

* System and Brand Portals. Completes requirements associated with Guest Rewards and Loyalty. Works in conjunction with Sales to make sure Group Rooms are managed properly.

* Works closely with the Housekeeping and Maintenance Department to improve guest service and foster cross departmental communication.

* Coordinate daily activities with hotel management team on a daily basis.

* Keep accurate records, documenting all training in personnel files for the department.

* Monitors staff performance against plan.

* Trains and monitors Front Office personnel on all participating marketing and sales programs.

* Review daily reports and correct discrepancies.

* Remain current in all updates in regards to brand standards, new procedures and required training.

* Ensure staff is fully trained in emergency procedures.

* Able to cover shifts when needed.

* Monitors Front Office and stationary supplies.

* Business attire is required at all times with name badge.

* Any other task or duty that is required by the hotel, the GM, or SWHM

**Physical, Mental and Environmental Demands:**

* Must be able to perform job functions with attention to detail, with efficiency and under time constraints.

* Must be able to lift, push and pull 20 - 50 lbs. and carry up to 20 lbs.

* Must be able to bend, reach, kneel, twist and grip items while working in guest rooms.

* Be able to work in a standing position for long periods of time (up to 9 hours).

* Follow directions thoroughly and work with minimal supervision.

**Skills, Educational Background and Experience:**

* Bachelor's degree / higher education qualification / equivalent in Hotel Management/Business Administration,

* Minimum 1 years of Front Office/Guest Service experience including management experience.

* High School Diploma or GED required.

* Excellent Customer Service skills

* Able to professionally write and communicate in English

* Able to organize, plan ahead and manage workload.

* Work cohesively with co-workers as part of a team.

* Ability to work effectively in a fast paced environment.

* Proficient in Microsoft programs

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