Front Office Supervisor

Sheraton Rockville•Rockville, MD

1d•$21 - $22

About The Position

The Front Office Supervisor provides attentive, courteous, and efficient service to guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. The role supervises Front Office team members and supports efficient hotel operations by following hotel standards, coordinating guest services, and completing front desk shift duties.

Requirements

High school diploma or equivalent required.
Computer experience required.
Ability to communicate effectively, both verbally and in writing, with employees and guests at all levels in an attentive, friendly, courteous, and service-oriented manner.
Ability to listen to, understand, and clarify concerns raised by employees and guests.
Ability to multitask and prioritize departmental functions to meet deadlines.
Ability to understand and apply complex information and data from various sources to meet appropriate objectives.
Ability to maintain confidentiality of information.
Ability to stand for the entire shift.
Ability to exert up to 20 pounds of force occasionally and/or up to 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
Flexible and long hours are sometimes required.

Nice To Haves

College coursework in a related field is helpful.
Experience in a hotel or related field preferred.
Customer service experience preferred.

Responsibilities

Greet and welcome guests approaching the Front Desk in accordance with hotel standards.
Maintain proper operation of the PBX console, if applicable, and ensure hotel standards are met.
Answer guest inquiries about hotel services, facilities, hours of operation, restaurants, transportation, entertainment, and other local information.
Log and deliver packages, mail, and messages to guests and meeting rooms.
Review the Front Office log and Trace File daily.
Follow cash-handling and credit policies.
Stay informed about rates, packages, special promotions, in-house groups, and closed-out or restricted dates.
Obtain necessary information when taking room reservations and follow the rate-quoting scenario.
Maintain familiarity with hospitality terminology and emergency procedures, and assist as needed.
Handle guest check-ins and checkouts in a friendly, efficient, and courteous manner.
Use proper two-way radio etiquette when communicating with employees.
Operate relevant aspects of the Front Desk computer system.
Complete all tasks and duties on the shift checklist in a timely and efficient manner.
Complete bucket checks, room-rate verification reports, and housekeeping reports.
Balance and prepare individual paperwork for shift closing according to hotel standards.
Maintain and market promotions and guest programs.
Keep the work area clean and assist guests with safe deposit boxes.
Supervise team members in their respective Front Office roles.
Attend required hotel meetings and training.
Maintain regular attendance and high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
Comply with hotel standards and regulations to encourage safe and efficient operations.
Maximize productivity, identify problem areas, and assist in implementing solutions.
Handle problems by anticipating, preventing, identifying, and resolving them as necessary.
Maintain confidentiality, show initiative, and anticipate guest or operational needs.
Cross-train in other hotel-related areas and perform other duties as requested by management.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Short-term and long-term disability insurance
401(k) retirement plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave in accordance with applicable law
Employee assistance program
Educational opportunities and tuition reimbursement
Paid jury duty, personal, medical, and military leave in accordance with applicable law
State-specific paid holidays, vacation, and sick-leave provisions for employees based in Washington, Colorado, and California