Front Office - Front Office Supervisor

Primary Responsibilities/Essential Functions: 1. Provides guidance and leadership to Front Office Team Members (may include Guest Service and Registration, Room Inventory, PBX/communications, and Bell operations). Provides feedback about performance and may be involved in the evaluation process. Provides feedback to management on work-related issues including those that might lead to disciplinary action. Makes assignments and distributes workload; manages day-to-day workflow. Provides subject-matter expertise to co-workers. May be assigned time-keeping authority. Provides training and coaches staff. 2. Ensures Guest Services Agents consistently review expected arrivals in advance, check guests in/out of hotel according to procedures, ensure accurate guest billing, and make reservations outside of hours. 3. Ensures Team Members in Room Inventory, PBX/communications, Bell, or other areas of responsibility are adhering to all established policies and practices. Ensures Team Members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events. 4. Resolves guest complaints within scope of authority; otherwise refers the matter to management. Effectively deals with internal and external customers, some of whom may require a high level of patience, tact and diplomacy to defuse anger. Collects accurate information and resolves conflicts. Keeps immediate manager promptly and fully informed of any problems, potential safety issues, unusual situations, missing items, or alleged theft so prompt corrective action may be taken. Communicates with other departments to fulfill guest needs. Notifies management of any problems resulting from guest complaints, intoxication or disruptive behavior. 5. Follows all safety policies and procedures. Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team Members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team Member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their Manager. Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS. 6. Reporting to work as scheduled (on time and on regular basis) is an essential function of the job. Other Responsibilities/Supportive Functions: 1. Performs essential functions of Guest Services Agent or other department Team Members during peak times or as needed. 2. Improves job knowledge by attending training sessions or any required meetings as instructed. 3. Responds to emergency calls and ensures operational support areas are covered to provide excellent customer service. 4. Runs and analyzes various reports to monitor customer satisfaction, occupancy, revenue, competitive situations, etc. 5. Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents.

Note: This job description is not intended to be all-inclusive. Team Members may perform other related duties as required to meet the ongoing needs of the organization. Management reserves the right to add, modify, change or rescind work assignments and to make reasonable accommodations as needed. Qualifications (relevant experience, education and training): 1. High school diploma or general education degree (GED), or equivalent combination of education and experience. 2. Normally requires two or more years related experience and/or training. 3. Requires ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and provides a high level of guest satisfaction. 4. Must have excellent customer service/communication skills to work with guests of various social, cultural, economic and educational backgrounds for the purpose of resolving problems/complaints and providing a high level of guest satisfaction. 5. Able to use mathematics to solve problems. 6. Requires ability to use computers programmed with accounting software to record, store and analyze information. 7. Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Requires attention to detail. Must be able to solve problems and remain calm and alert if dealing with difficult guest, during busy activity periods or in an emergency situation. 8. Must be able to speak, read, write and understand English to understand instructions, safety rules, and communicate with guests. 9. Able to work independently with minimal guidance and as part of a team. 10. Completes all required training as scheduled. 11. Due to the cyclical nature of the hospitality industry, Team Members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends and alternate shifts. 12. Must maintain a clean appearance and professional demeanor. Special Skills & Abilities/Mental and Physical Demands: While performing the duties of the job the Team Member regularly stands for sustained periods of time or walks from one work area to another. While performing the duties of the job the Team Member frequently uses fingers to enter data into computer or operate telephone/office equipment. The Team Member occasionally grasps objects. The Team Member frequently reaches by extending hand(s) and arm(s) in any direction. Repetitive motions are made while entering data into computers. The Team Member occasionally stoops, kneels and crouches. The Team Member regularly talks and hears to answer phones and communicate with guests or staff. Lifting is occasionally required to move luggage and equipment. Exerts up to 25 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. The Team Member is required to have close visual acuity to view telephone console, computer terminal, documents and guests. The Team Member is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned and to make general observations of facilities. The Team Member is subject to inside environmental conditions. The noise level is moderate. The Team Member is subject to hazards that include proximity to electrical current found in office related equipment. The Team Member is occasionally subject to atmospheric conditions such as perfumes, odors, or dusts.(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. I hereby acknowledge that I have read and understand the content of this job description. I understand the Company at its discretion may revise the job description from time to time in the future. I understand and agree that nothing in this job description should be construed as a contract of employment, and that employment with this Company is at-will meaning that the terms of employment may be changed with or without notice, with or without cause, including, but not limited to termination, demotion, promotion, transfer, compensation, benefits, duties and location of work.