Front Office Supervisor

Carter Hospitality Group•Kissimmee, FL

6d•Onsite

About The Position

The Front Office Supervisor will be responsible for ensuring the completion of daily tasks related to Front Office Operations and will commit to delivering outstanding guest service. The Front Office Supervisor will be responsible for supervising team member performance while maintaining hotel standards and expectations of service delivery. They will oversee the check in and check out process, lobby traffic, luggage assistance, and must understand rates and availability. Additional duties include but are not limited to scheduling, training, discipline, and leading pre-shift meetings.

Requirements

Previous hotel and/or supervisory experience is required.
Strong communication, organizational, and computer skills.
Prefer minimum of six months experience working in related field (hospitality preferred)
Must have reliable transportation
Must be able to pass pre-employment testing (i.e. drug test, background check, etc)
Must have full availability and be able to work days, evenings, nights, weekends, and holidays
Ability to stand for a long period of time
Ability to work in a fast paced environment
Ability to maintain control and composure in difficult situations and exhibit good judgment
Good communication and interpersonal skills
Ability to read, write and speak English (multi-lingual a plus)
Ability to hear, understand, follow and give written and oral instructions
Ability to deal with stressful conflicts involving groups of people, individuals, and co-workers
Ability to plan, organize and conduct a wide variety of activities
Knowledge of leadership techniques
Speak with others using clear and professional language
Develop and maintain positive working relationships with others
Abilities (<8 hours per day) reach, bend, twist, pull, push, grasp, walking, standing, stooping, kneeling, running, sitting, climbing, reaching overhead and bending
Ability to frequently (<4 hours per day) lift up to 30 pounds of weight to chest height

Responsibilities

Supervise the operations of the Front Desk
Maintain the highest productivity, employee morale and guest service as possible
Ensure that all hotel policies and procedures are followed
Assist FOM in training of employees including but not limited to guest services, brand standards, hotel policies and procedures and all PMS systems
Check guests in and out of the hotel according to hotel and/or brand standards
Inform guests about the hotel facilities, policies and procedures
Provide tourist information to guests
Handle hotel phone system, transfer calls to appropriate departments/guests, and accurately take messages for guests
Take, modify and cancel guestroom reservations and reconcile in all extranets
Handle inquiries, requests, and complaints from guests
Coordinate with other departments to fulfill guest special requests
Perform cashier duties, cash traveler’s checks
Post phone charges and other miscellaneous charges to guest accounts
Follow in-house procedure to help ensure the security of guests and employees
Know hotel emergency procedures
Maintain cleanliness of Front Office area
Notify Front Office Manager of any problems or situations involving guests, the hotel and/or employees
Attend rooms and management meetings as required
Secure all guest valuables by processing lost and found and following policy and procedure with regards to lost and found items
Accessible for all agents at the front desk
Enter all group contracts, monitor blocks, block releases and liaise with the sales department
Complete room assignments on a daily basis
Monitor unit usage and owner revenue, as required by property
Ensure correct entry of timeshare reservations and allocations
Adhere to all work rules, procedures and policies established by the hotel, including, but not limited to, those contained in the employee handbook
Any and all duties assigned by management