Front Office Supervisor

EOS•Pompano Beach, FL

1d•Onsite

About The Position

Provide telephone services for guests, vendors, and all incoming inquiries and direct calls to the appropriate personnel. Adhere to all provided service scripts when addressing guests in person or over the phone. Greet and welcome all guests in a professional and hospitable manner. Interact with guests in a respectful, cheerful, and polite manner. Engage to ensure we are meeting all guests’ needs. Build welcome packets and issue keys as assigned. Direct guests as they arrive onto the property accordingly. Check in guests upon arrival and securely provide them with a room key. Communicate all necessary property and area information for them to have a successful stay. Verify guests' identification upon check in and as needed upon room key requests. Verify guest payment method at check in and check out. Complete the necessary authorization upon check in, and final processing of payment upon check out. Be informed of all events taking place on property. Be fully knowledgeable of guest charges and fees and be able to explain fees and charges to guests. Monitor guest accounts and post necessary charges as they occur. Monitor guest room charges posted by the restaurant and through group events. Review accounts and charges with guests during the checkout process. Print a final folio/invoice for guests review prior to collecting final payment and answer any billing questions. Monitor and assign rooms in guest services system as reservations come in. Advise housekeeping staff when rooms have been vacated and are ready for cleaning. Working knowledge of all rates, packages, groups, and booking restrictions. Have a thorough working knowledge of hotel guest services/property management system. Awareness of guestroom availability. Review administered reports daily, such as in-house rooming list, arrivals and departures. Communicate closely with other departments, such as when a guest reports a maintenance work order or housekeeping issue to be addressed. Receive and expedite all guest messages, packages, and mail received. Interdepartmental communication via email and Microsoft teams Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions. Work closely with concierge when appropriate and necessary. Monitor completion of Front Office shift reports/communication daily. Handle and oversee all lost and found inquiries, following proper guidelines. Work with housekeeping to ensure all items are reported, logged, and returned to the guest as soon as possible. Securely retain guests' valuables in hotel safes or safe-deposit boxes as requested. Responsible for safekeeping and issuance of managerial keys. Post and drop/deposit all incoming revenue per shift. Assist in training new staff as requested. Review amenity orders for incoming arrivals. Make amenity deliveries to guest rooms as required. Supervise shift process to ensure productivity, guest satisfaction, and organization. Conduct pre-assignment of guest rooms with focus on VIPs and special requests to anticipate and ensure satisfaction. Work closely with Maintenance and Housekeeping teams to collaborate on guest experience and interdepartmental communication Assist in training new Front Desk Agents. This posting in no way states or implies that these are the only duties to be performed by the colleague occupying this position. Colleagues will be required to perform any other job-related duties assigned by their supervisor. EOS Hospitality is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable law. We are committed to fostering a diverse and inclusive workplace. Notice: the hospitality business functions seven days a week, twenty-four hours a day. In addition, this is a hospitality business, and a hospitable service atmosphere must be projected at all times.

Requirements

3+ years direct customer service experience, hotel/lodging environment highly preferred
Prior leadership experience a plus
High School diploma/GED
Proficient with computers and learning technical systems
Strong understanding of lodging operations; reservations, appropriate guest service etiquette, etc.
Successful completion of satisfactory background check
Demonstrates natural leadership qualities with a positive, team-focused attitude
Available and willing to work flexible hours based on business needs including weekdays and weekends.
Demonstrates strong communication, organizational, and problem-solving skills.
Expresses sincere enthusiasm for the role and passion for guest service excellence
Must know how to prioritize, delegate, and respond in a timely fashion.
Able to work under pressure, multi-task, and stay focused while maintaining hospitality.
Ability to remain standing for up to 8 hours
Ability to remain seated for up to 8 hours
Ability to walk the property and grounds frequently
Ability to move up and down stairs regularly
Ability to move quickly based on guest needs
Ability to regularly move and lift up to 30 lbs.
Ability to use repetitive manual dexterity, such as typing and writing
Ability to bend, stretch, and reach frequently, including above head, and repetitively during a shift
Ability to visibly survey property areas clearly with an eye for detail
Ability to view a digital computer/tablet screen for extended period of time, up to 8 hours
Ability to communicate and exchange information effectively, often in a public/group setting
Ability to read, write, speak, and understand English
Ability to perform assigned tasks, operate equipment, and complete job duties in a safe manner
Ability to work flexible hours based on business needs including midweek and weekend days

Nice To Haves

hotel/lodging environment highly preferred
Prior leadership experience a plus

Responsibilities

Provide telephone services for guests, vendors, and all incoming inquiries and direct calls to the appropriate personnel.
Adhere to all provided service scripts when addressing guests in person or over the phone.
Greet and welcome all guests in a professional and hospitable manner.
Interact with guests in a respectful, cheerful, and polite manner.
Engage to ensure we are meeting all guests’ needs.
Build welcome packets and issue keys as assigned.
Direct guests as they arrive onto the property accordingly.
Check in guests upon arrival and securely provide them with a room key.
Communicate all necessary property and area information for them to have a successful stay.
Verify guests' identification upon check in and as needed upon room key requests.
Verify guest payment method at check in and check out.
Complete the necessary authorization upon check in, and final processing of payment upon check out.
Be informed of all events taking place on property.
Be fully knowledgeable of guest charges and fees and be able to explain fees and charges to guests.
Monitor guest accounts and post necessary charges as they occur.
Monitor guest room charges posted by the restaurant and through group events.
Review accounts and charges with guests during the checkout process.
Print a final folio/invoice for guests review prior to collecting final payment and answer any billing questions.
Monitor and assign rooms in guest services system as reservations come in.
Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
Have a thorough working knowledge of hotel guest services/property management system.
Review administered reports daily, such as in-house rooming list, arrivals and departures.
Communicate closely with other departments, such as when a guest reports a maintenance work order or housekeeping issue to be addressed.
Receive and expedite all guest messages, packages, and mail received.
Interdepartmental communication via email and Microsoft teams
Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions.
Work closely with concierge when appropriate and necessary.
Monitor completion of Front Office shift reports/communication daily.
Handle and oversee all lost and found inquiries, following proper guidelines.
Work with housekeeping to ensure all items are reported, logged, and returned to the guest as soon as possible.
Securely retain guests' valuables in hotel safes or safe-deposit boxes as requested.
Responsible for safekeeping and issuance of managerial keys.
Post and drop/deposit all incoming revenue per shift.
Assist in training new staff as requested.
Review amenity orders for incoming arrivals.
Make amenity deliveries to guest rooms as required.
Supervise shift process to ensure productivity, guest satisfaction, and organization.
Conduct pre-assignment of guest rooms with focus on VIPs and special requests to anticipate and ensure satisfaction.
Work closely with Maintenance and Housekeeping teams to collaborate on guest experience and interdepartmental communication
Assist in training new Front Desk Agents.

Benefits

Time off package including a PTO plan plus 7 paid Holidays for full-time status employees
EOS Family Matters Program of 3+ months fully paid parental leave for new parents
Retirement savings option of 401k with employer match of up to 4% for all employees
Complementary $25K in Life insurance and $1K/mo. in long-term disability coverage for full-time employees
Optional additional Disability, Life and AD&D, Critical Illness, and Accident Insurance options
Company-funded Employee Assistance Program for life challenges and mental health resources
Annual performance evaluations with eligible compensation adjustments
EOS Employee/Immediate Family Lodging Rates as low as $59 per night
EOS Friends and Family Lodging Discounts
EOS Dining Discount of 50% Off F&B at EOS Hospitality portfolio locations during travel
Pathways for growth and professional development including structured training and EOS Educational Reimbursement Program
Internal referral bonus programs up to $500 per referral
Supportive, open workplace culture with flexible and understanding work-life equality