Front Desk Supervisor

Winston Hospitality•San Antonio, TX

19d•Onsite

About The Position

Oversees all Front Office Operations to ensure profitability, control costs, maximize profits, ensure quality service standards, and ensure total guest satisfaction. This role involves managing and motivating front office personnel, overseeing systems, supplies, scheduling, forecasting, and departmental budgets to maximize revenue. The position requires strong communication, financial comprehension, and supervisory skills, with the ability to handle guest complaints and ensure security for customers, employees, and property assets. The supervisor must also stay current on business trends and enforce established policies and procedures.

Requirements

Thorough knowledge of all operating departments including rooms, front office, housekeeping, engineering, accounting, sales, food and beverage for limited service hotel operations.
Considerable knowledge of computer systems for guest registration, reservations, reporting, etc.
Above average financial comprehension to understand and interpret numbers as they apply to operations in hotels.
Thorough supervisory skills proficient in accomplishing the task.
Ability to develop subordinates to enhance advancement in the hotel and throughout the organization.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and resolve conflicts.
Must be well groomed in uniform or business attire.
Must be able to work all shifts.
Must be able to relocate within Winston Hospitality for future growth to AGM or Hotel Manager.

Nice To Haves

Trained in CPR Certification and/or First Aid Training preferred.

Responsibilities

Ensures complete guest satisfaction.
Achieves financial goals.
Drives the Revenue Management process.
Manages and motivates all front office personnel, including staffing, training, discipline, scheduling, and performance monitoring.
Checks and controls room reservations, front office systems, supplies inventory, scheduling, forecasting, and department budget.
Compiles and prepares financial reports, including rate and availability calendar.
Communicates with guests and employees verbally and in writing.
Organizes, conducts, and/or attends meetings.
Implements and monitors all corporate marketing initiatives.
Organizes and conducts pre-shift and departmental meetings.
Attends other hotel meetings as deemed necessary.
Investigates guest complaints.
Participates and/or steers the hotel Safety Committee.
Ensures that Quality Standards and Services are maintained for Property, Product, and People.
Provides assistance and instruction to employees and makes routine hiring decisions.
Manages Guest Service Relations, Training, and Guest Response processes.
Communicates daily with other management, department heads, and employees.
Assists in Sales calls as part of the hotel sales effort.
Ensures security for the hotel’s customers, employees, and property assets.
Remains current on business trends and local activities.
Enforces established policies and procedures.
Assists in check-in / check-out of guests or any related guest service activity.
Performs room inspections which require bending, stooping, reaching overhead and moving throughout guest floors.
Performs other duties as requested.
Participates and ensures smooth operation of Manager On Duty (MOD) Program.
Assists in conducting departmental operational audits and assists in developing corrective action plans.
Practices the Winston Hospitality Culture and ensures all cultural expectations are implemented and regularly practiced.
Supports hotel’s training needs and efforts.
Monitors Guest Scores to include Signature and focuses on product improvement.