Front Desk Supervisor

Auberge Collection•Austin, TX

5h•Onsite

About The Position

This role involves supporting the management of the Front Office Team and ensuring exceptional customer service. The supervisor will utilize interpersonal and communication skills to lead, influence, and encourage others, advocating sound financial/business decision making and demonstrating honesty and integrity by leading through example. They will encourage and build mutual trust, respect, and cooperation among team members. In the absence of the Front Office Manager or Front Office Assistant Manager, this role provides support to all areas of the Front Office. The supervisor will support daily Front Desk/Estate Host shift operations, contributing to Guest Services and Front Desk Goals, and ensuring daily operations meet quality and standards to meet customer/guest expectations. Participation in department meetings and clear communication of Front Office goals are essential. The role involves observing staffing levels to meet guest service, operational needs, and financial objectives, and supporting same-day selling procedures to maximize room revenue and property occupancy. Understanding the impact of Front Office operations on overall property financial goals and objectives is crucial. The supervisor will provide information to Managers, co-workers, and subordinates via various communication channels. They will analyze information and evaluate results to solve problems and manage guest incidents, and keep relevant parties informed of important information in a timely manner. The supervisor will perform all Front Office duties as necessary and ensure the team is set up for success. They will also understand the functions of Bell/Valet Staff, Estate Host/Front Desk, and PBX/Guest Services & Concierge operations to actively participate in training, coaching, or providing guidance. Additional duties may be assigned by the Front Office Manager or Front Office Assistant Manager.

Requirements

High school diploma or similar
2 years experience in the guest services, front desk, or related professional area.
Ability to communicate in English with guests/team members to their understanding.
Ability to provide clear and legible written communication.
Adhere to responsible, safe, and conscientious driving rules.
Prioritize, organize and make good judgments.
Ability to work a flexible schedule that includes overnights, weekends, and holidays.
Ability to be a clear thinker and remain calm under pressure.
Ability to work cohesively with other departments and individuals as part of a team.
Maintain flexible work schedule

Nice To Haves

Preferred 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major.
Previous luxury hotel experience preferred.

Responsibilities

Supporting Management of Front Office Team and Ensuring Exceptional Customer Service.
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity and leads by example.
Encourages and builds mutual trust, respect, and cooperation among team members.
Supports all areas of the Front Office in the absence of the Front Office Manager or Front Office Assistant Manager.
Supports daily Front Desk/Estate Host shift operations, supporting progress towards Guest Services and Front Desk Goals.
Supports day-to-day operations, ensuring the quality and standards to meet customer/guest’s expectations on a daily basis.
Participates in department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
Observes staffing levels to ensure that the guest service, operational needs, and financial objectives are met.
Supports same-day selling procedures to maximize room revenue and property occupancy.
Understands the impact of Front Office operations on the overall property financial goals and objectives.
Provides information to Managers, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Analyzes information and evaluates results to choose the best solution to achieve departmental goals and solve any guest’s incidents.
Informs and/or updates Executives, peers, and subordinates on relevant information in a timely manner.
Performs all duties at the Front Office as necessary and ensures the team is set up for success.
Understands the functions of the Bell/Valet Staff, Estate Host/Front Desk, and PBX/Guest Services & Concierge operations to actively participate in training, coaching or providing guidance to them.
Additional duties assigned by Front Office Manager/ Front Office Assistant Manager.