Front Office Supervisor

Overton Hotel & Conference Center•Lubbock, TX

1d•Onsite

About The Position

As the Front Office Supervisor, you will support the daily operations of the front desk, ensuring exceptional service and smooth check-in/check-out experiences. You’ll assist in training and guiding front desk staff, handle guest concerns, and help manage scheduling and shift coverage. Your role is key to maintaining a welcoming and efficient front office environment. POSITION PURPOSE: Primary duty is to make, confirm and cancel reservations for guests in a pleasant, professional and efficient manner so as to create a positive impression and increase hotel occupancy and Revenue Per Available Room. Secondary responsibilities to perform in a pleasant, professional and efficient manner, a combination of duties mainly related, but not limited to, check-in and checkout of guests. This service should be conducive to an overall positive lodging experience. ESSENTIAL FUNCTIONS: (include the following. Other duties may be assigned.) Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment and travel directions. Keeps records of room availability, rates, etc. Makes, confirms and cancels reservations, usually over telephone, fax, or other reservation systems. May be required to perform duties of a general clerical nature within the hotel. Sets up group blocks and package codes. Controls inventory for regular inventory and marketing plans. Pulls daily pick-up reports for internal and corporate offices. Communicate regularly with sales office in regard to rooming lists and cut-off dates. Keeps accurate list on group arrivals with matching group codes and package codes.

Requirements

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of organization.
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of planes, solid geometry and trigonometry.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Eligible to work in the United States
Ability to read, write, and communicate effectively in English
Ability to sit, stand, bend, kneel, and lift as required—with or without reasonable accommodations
A warm, professional demeanor that reflects HVMG’s Culture of Excellence
Valid Texas drivers' license.
Excellent driving record

Nice To Haves

Hotel experience is always a plus!
A combination of education and experience

Responsibilities

Support the daily operations of the front desk, ensuring exceptional service and smooth check-in/check-out experiences.
Assist in training and guiding front desk staff.
Handle guest concerns.
Help manage scheduling and shift coverage.
Make, confirm and cancel reservations for guests.
Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment and travel directions.
Keep records of room availability, rates, etc.
Make, confirm and cancel reservations, usually over telephone, fax, or other reservation systems.
Perform duties of a general clerical nature within the hotel.
Set up group blocks and package codes.
Control inventory for regular inventory and marketing plans.
Pull daily pick-up reports for internal and corporate offices.
Communicate regularly with sales office in regard to rooming lists and cut-off dates.
Keep accurate list on group arrivals with matching group codes and package codes.
Drive, park and retrieve guest/visitor vehicles as they arrive and depart from the hotel, courteously, safely and efficiently according to the hotel’s standards.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Greet arriving guests/visitors; bid farewell to departing guests/visitors and invite them to return.