Front Office Supervisor

RIT Inn and Conference Center•Town of Henrietta, NY

10d•$19 - $20•Onsite

About The Position

The Front Office Supervisor is a working associate and front-line team leader who serves as a primary contact for guest services at the RIT Inn & Conference Center. The role provides friendly, knowledgeable, and efficient service while helping lead, train, and support front office staff and assisting front office management. The supervisor helps accommodate guest preferences and contributes to a hospitable environment through flexibility, efficiency, quality, and professional social interaction. The position oversees daily front office operations, supports guest arrival and departure services, and coordinates with other hotel departments and RIT Housing Operations to provide a positive guest and student experience. It also includes helping with management coverage and completing tasks assigned by the Front Office Manager and Assistant Front Office Manager. Open availability is required, including weekends and overnights, with the ability to cover AM or PM shifts as business needs dictate.

Requirements

Experience in hotel front office operations is required.
Previous hotel front desk, customer service, or supervisory experience is required.
Ability to read, write, and speak English effectively and to provide, receive, and understand verbal and written information and instructions.
Must possess a clean and valid New York State driver's license.
Open availability is required, including weekends and overnights, with ability to cover weekends, AM, or PM shifts as business demands dictate.
Ability to work independently or with others.
Strong leadership, organization, planning, problem-solving, and communication skills.
Attention to detail, commitment to quality, and a passion for serving others.
Appropriate public presence in grooming, dress, poise, and social etiquette.
Friendly, enthusiastic, reliable, assertive, articulate, outgoing, obliging, and compassionate demeanor.

Nice To Haves

Supervisory experience is preferred.
Effective public speaking and presentation skills.
Ability to manage a culturally diverse work environment.
Understanding of business planning, business trends, and budget management.

Responsibilities

Perform check-in and check-out services, record sales transactions, secure accurate payment, coordinate bell services, answer telephones, take reservations, run reports, handle guest and student mail, deliver messages, program wake-up calls, and perform other guest-service tasks.
Oversee daily Front Office operations and support the delivery of exceptional hotel services.
Train and support front desk GSAs in customer service, the property management system, hotel policies and procedures, and their role.
Work with upper management to develop an understanding of Rooms Division responsibilities, including HR responsibilities, scheduling, payroll, and coordination with Housekeeping, Banquets, and Engineering.
Coordinate with RIT Housing Operations during school-year check-in and checkout periods and keep them informed of student issues.
Know hotel service hours and promote hotel services to guests.
Know and follow hotel safety, security, and emergency procedures and equipment requirements; perform or dispatch necessary functions.
Communicate and collaborate with staff to support cooperation and service excellence.
Manage and coordinate hotel shuttle drivers during shifts when scheduling guest rides.
Help maintain the cleanliness of the Front Office, lobby, and surrounding areas.
Inspect lobby fixtures, equipment, and conditions for proper operation and maintenance, and report deficiencies.
Maintain work equipment, tools, and supplies.
Respond to guest requests and inquiries with sensitivity and urgency.
Comply with and train desk staff on department, hotel, and company policies and procedures.
Cover the manager's days off as Person in Charge when needed.
Complete daily, weekly, and monthly tasks assigned by the Front Office Manager and Assistant Front Office Manager.
Support associate development, training, and mentoring; delegate tasks and set deadlines as appropriate.
Lead by example, motivate associates, and provide a productive work environment.
Communicate expectations and information clearly, listen effectively, and provide constructive coaching and counseling.
Observe details, identify public-relations and teamwork opportunities, and manage interpersonal or group conflict effectively.
Establish, monitor, and evaluate processes, policies, and procedures; use problem-solving methods for decisions and follow-up.
Understand business planning and trends, and interpret and manage budgets to meet business objectives.
Manage time well, maintain personal integrity, and remain visible in areas of responsibility.