Front Office Supervisor

The Front Office Supervisor coordinates the front office activities of the hotel and provides support to the General Manager by performing the following duties:

ESSENTIAL FUNCTIONS:

• Performs functions of Guest Service Agent as scheduled by Management
• Provides training, including safety training, to front office staff as directed by Management
• Assists in the selection of Guest Service Agents
• Assists in scheduling front desk personnel within budget guidelines to assure adequate staffing
• Maintains accurate records including cash flow sheet, direct bill accounts, credit card payments, registration cards,
  and reservation cards
• Corresponds with group and travel agents to answer special requests for rooms and rates
• Assists with sales and marketing efforts as directed
• Assigns duties to Guest Service Agents and observes performance to ensure adherence to franchise standards,
  hotel policies and established operating procedures
• Answers inquires pertaining to hotel policies and services
• Performs functions of the General Manager in their absence
• Assists General Manager in conducting staff meetings
• All other duties as assigned

COMPETENCY: To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions; Uses
  reason even when dealing with emotional topics.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs;
  Responds to requests for service and assistance.
• Interpersonal - Maintains confidentiality.
• Oral Communication - Responds well to questions; Demonstrates group presentation skills;
• Team Work - Contributes to building a positive team spirit.
• Written Communication - Writes clearly and informatively; Able to read and interpret written information.
• Managing People - Makes self available to staff; Continually works to improve supervisory skills.
• Organizational Support - Follows policies and procedures including but not limited to, dress code policies
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Able to deal with
  frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when
  absent; Arrives at meetings and appointments on time.
• Dependability - Commits to long hours of work when necessary to reach goals.
• Initiative - Asks for and offers help when needed.
• Planning/Organizing - Prioritizes and plans work activities.
• Professionalism - Treats others with respect and consideration regardless of their status or position.
• Quality - Looks for ways to improve and promote quality
• Quantity - Strives to increase productivity.
• Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses
  equipment and materials properly.

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION/EXPERIENCE:
One-year certificate from college or technical school; or 6 months to 1 year related experience and/or training; or
equivalent combination of education and experience. Hospitality experience required, Marriott Select Service experience preferred.