Front Office Supervisor

Position Summary:

• To supervise the front office to strive towards total guest satisfaction.
• Ensure that all associates are adhering to all hotel policies, standards, procedures and regulations.
• Needs to be able to perform in all front office functions
• Assist the AGM in all areas to ensure smooth operations.

Essential Functions:

• Attendance as scheduled is required.
• Promote guest hospitality in the front office at all times.
• Verify the accuracy of selling strategy for the day.
• Be aware of hotel selling one week in advance.
• Maintain and control all room blocks and pre-blocking.
• Strong Presence on front desk to ensure checklists are completed accurately and service is being provided flawlessly
• Ensure that all information pertinent to the front office is passed on to the following shift or appropriate management.
• Assist with New Hire Training for all Front Office Associates.
• Be aware of Front Office Job Safety Analysis and promote Safety.
• Handle customer issues by taking ownership of issues.
• Maintain awareness of groups, functions and hotel business demands.
• Balance all shift work. Verify all paperwork is accurate and complete.
• Coach and council staff as needed to ensure consistency.
• Follow policies and procedures established for the Front Office.
• Each associate is expected to carry out all reasonable requests by management which the associate is capable of performing.

• Ensures that all procedures and policies are being followed.
• Strictly follows bank-out procedures and cash handling procedures.
• Ensures confidentiality of User Log-Ons. Ensure that users are logged out when leaving the area.
• Train and develop associates to the highest possible extent. Ensures that daily training is provided for technical, hospitality, communication, management, and organizational skills.
• Leads by example: Provides a high-quality service and aggressive hospitality towards all customers.
• Ensures that recognition programs for both guest and associates are in place and working.
• Perform Manager on Duty functions as assigned.
• Initiates additional tasks to improve existing procedures and guest satisfaction.
• Resolves system problems and can operate the system manually. Can lead the staff through a down time.
• Hotel Knowledge - Remain informed and inform staff of all departmental communications and events to provide friendly, efficient and professional service to transient guests, groups and catering events.
• Area Knowledge- Ensure staff is knowledgeable about all hotel services in addition to local attractions/services, points of interest, current events, and upcoming attractions. Be knowledgeable of various means of transportation and schedules, along with directions to all area points of interest, shopping and attractions.
• Must be able to maintain confidentiality of information.