The Front Office Supervisor is responsible supporting Front Office Manager, leading and implementing expectations in support of hotel leadership, attending to the needs of guests and ensuring the highest possible level of guest satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Guest Services Operations
- Maintains guest service as the driving philosophy of the operation
- Personally demonstrates a commitment to guest service in responding promptly to guests’ needs
- Committed to making every guest is satisfied
- Meets or exceeds guest satisfaction measures
- Ensures hotel standards and services contribute to the delivery of consistent guest service
- Implements and practices guest service initiatives and performs to Hotel Standards
Front Desk Operations
- Greet all guests (internal and external)
- Process guest reservations, registration (check-in) and departures (check-outs)
- Offer guest assistance at every opportunity
- Respond to all guest requests efficiently
- Ensure guest satisfaction by following through on requests and other needs
- Provide information to guests about hotel policies, services and amenities
- Provide information, directions and other assistance as necessary about the local area
- Maintain accurate guest information in the hotel property management system including, but not limited to: basic guest information, billing/payment, guest charges, etc.
- Handles collection efforts of all in-house balances and notifies management of potential liabilities
- Monitors all cash, check, credit card and ledger accounts through shift reports and performs audit functions if assigned
- Maintain daily logs and checklists
- Effectively communicate all pertinent information to other employees within the department
- Effectively communicate all pertinent information to other departments (Housekeeping, Security, Maintenance, etc) regarding room status/availability, guest requests, etc.
- Assist in all areas of the operation including PBX/Switchboard, bellman or concierge services, and other areas as necessary
- Assist guests with booking and modifying reservations as needed
- Comply with all standards and regulations to encourage safe and efficient hotel operations
- Maintain regular attendance in compliance with company policy
- Maintain high standards of personal appearance and grooming in accordance with company policy
- Approach all encounters with guests and employees in a friendly, service-oriented manner
- Maintain and organize work area regularly and monitor lobby cleanliness
- Other duties as required
Job Type: Full-time
Pay: From $22.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 10 hour shift
- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- Night shift
- Weekends as needed
Work setting:
Education:
- High school or equivalent (Preferred)
Experience:
- Hotel experience: 2 years (Required)
Work Location: In person