Hotel Front Office Supervisor
Are you the One?
If you have 3 years Hotel front office experience with a minimum of 1 year at the supervisory level with a High School diploma or higher-level education and ready to work the evening shift, this may be the opportunity for you!
Key Responsibilities:- Directly supervise all front office personnel and ensure proper completion of all front office duties.
- Direct and coordinate the activities of the front desk, reservations, guest services, and telephone areas.
- Ensure the proper appearance of the lobby and all public areas, including the complimentary breakfast area.
- Act as the Manager on Duty (MOD) when scheduled as such by the General Manager.
- The ideal candidate will:
- Send Greens Light: Send a daily end of the daily activity and accomplishment email to the General Manager and a copy to the VP Operations.
- Be proficient in the use of the property management system, and train front desk personnel on the system.
- Have a good understanding of all of hotel operating procedures.
- Enforce all existing and new policies and procedures with the front office and breakfast area staff.
- Maintain proper staffing in all front office areas and the breakfast area.
- Prepare and post the front office and breakfast area staff work schedules in a timely fashion.
- Conduct regular performance reviews of the front office and breakfast area staff.
- Constantly monitor front office communications logs.
- Monitor appearance of all front desk and breakfast area staff, to ensure they are following company uniform policy.
- Conduct weekly departmental meetings, and individual meetings as needed.
- Supervise delegated responsibilities and follows up.
- Be proficient on the use of all front office equipment such as credit card machine, copier, and fax.
- Exhibit good leadership skills.
- Maintain all equipment, conduct an inventory on the last day of each accounting period, and maintain office and breakfast area supplies at par.
- Inform the General Manager of any unique situations or unusual developments in front office operations.
- Handle guest complaints effectively.
- Be willing and able to work any shift, including audit and fill in when other employees are not able to work their scheduled shift.
- Complete weekly schedules for front office and breakfast area staff as per standard operating procedures.
- Understand the Chart of Accounts in order to code the invoices for the Front Office and the breakfast area.
- Process reservations by mail, telephone, fax and central reservation systems referrals.
- Process reservations received from sales office and other hotel departments.
- Have complete knowledge of room types and offered rate plans.
- Open and close out discount rates on reservation systems when applicable.
- Fully understand the hotels franchise policy on guaranteed reservations and no-shows.
- Process cancellations and modifications to reservations.
- Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates.
- What are we looking for?
- To fulfill this role successfully, you must possess the following minimum qualifications:
- Effective communication skills
- Pleasing personality
- Good team player
- Good listener
- Well-groomed and professional appearance.
- Open with praise, discrete with criticism.
