Front Office - Front Office Supervisor

About the position

Responsible for assisting the Front Office Manager with the planning, organization, development and direction of the Front Desk staff to operate at the highest service standards as they relate to efficiency, professionalism, accuracy, and customer service. Builds and manages teams effectively.

Responsibilities

• Provides guidance and leadership to Guest Services Agents whenever necessary.
• 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.
• Ensures Guest Services Agents are adhering to all established accounting & cashiering practices including processing package adjustments, transfers, writeoffs and disputes.
• Receives and records vouchers, credit cards, personal checks, business checks, cash, and other forms of payment.
• Effectively deals with internal and external customers, some of whom may require a high level of patience, tact and diplomacy to defuse anger.
• May provide concierge assistance by providing information about services guests may require.
• Resolves guest complaints within scope of authority; otherwise refers the matter to management.
• Notifies management of any problems resulting from guest complaints, intoxication or disruptive behavior.
• Follows all safety policies and procedures.
• Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.
• Maintain the integrity of the room inventory and optimize room revenue when blocking or rooming guests.
• Performs essential functions of Guest Services Agent as needed.
• Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents.

Requirements

• High school diploma or general education degree (GED); or equivalent combination of education and experience.
• Two or more years related experience and/or training.
• Requires ability to lead others in the department by mentoring and providing training.
• Must have excellent customer service/communication skills.
• Able to use mathematics to solve problems.
• Requires ability to use computers programmed with accounting software.
• Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions.
• Must be able to speak, read, write and understand English.
• Able to work independently with minimal guidance and as part of a team.
• Completes all required training as scheduled.
• Must maintain a clean appearance and professional demeanor.

Nice-to-haves

• Experience in the hospitality industry.
• Ability to work varying schedules to reflect the business needs of the hotel.