Front Office Supervisor

MERANI HOLDINGS LLC•City of Niagara Falls, NY

22h•Onsite

About The Position

Responsible for the leadership and management of all functions of the Front Office department, in accordance with hotel standards. Directs and implements a service and management philosophy, which serves as a guide to respective staff. Oversee operations in absence of Front Office Manager.

Requirements

Ability to enforce hotel's standards, policies, and procedures with hotel staff.
Ability to prioritize and organize work assignments, delegate responsibilities.
Ability to direct performance of departmental staff and follow up with corrections where needed.
Ability to promote positive work relationships with all departments.
Ability to ascertain hotel training needs and provide such training.
Ability to be a clear thinker, analyze and resolve problems exercising good judgment.
Ability to focus attention of details
Ability to remain calm and courteous with demanding/difficult employees, guest and/or situations.
Ability to perform job junctions to standards under pressure of tense/confrontational situations.
Ability to input and assess information into computer.
Ability to ensure security and confidentiality of employee and hotel information.
Ability to work without direct supervision.
Ability to work long hours, 6 days a week.
High School Graduate
One-year experience as a Front Office Manager or three years of hotel experience.
Knowledge of government labor regulations.
Ability to communicate in English with guests and hotel personnel to their understanding.
Ability to provide legible communication.
Ability to accurately compute mathematical calculations.
Computer literate.
Knowledge of budget preparation and cost controls.

Nice To Haves

Some college or training in the hospitality industry.
Previous experience as a Guest Service Representative.
Previous cashier experience.
Fluency in foreign language.

Responsibilities

Maintain complete knowledge always of: All hotel features/services, hours of operation.
Daily house count and expected arrivals/departures.
Scheduled in-house group activities, locations, and time.
All hotel and departmental policies and procedures.
Scheduled meeting activities, location, times, and set up of meeting rooms.
Access all function of computer system according to established procedures and standards.
Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
Check office storage areas for proper supplies, organization, and cleanliness.
Instruct designated personnel to rectify any cleanliness/organization deficiencies.
Establish par levels for supplies and equipment.
Complete requisitions to replenish shortages or additional items needed.
Monitor and ensure that departmental areas are always kept clean and organized.
Review the daily business levels, anticipate critical situations, and plan effective solutions to best expedite these situations.
Participate in selection and training of front desk staff.
Monitor the staffs interaction with guests and employees ensuring prompt and courteous service; resolve discrepancies with respective personnel.
Assist departmental staff with their job functions to ensure optimum service to guests/employees.
Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
Anticipate guests needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
Review Front Office logbooks daily, ensuring information is kept current and accurate.
Maintain current Front Office bulletin boards to ensure open communication on a timely basis.
Ensure aged trial balance are under 30 days and follow up where needed.
Maintain confidentiality and security of employee and hotel records.
Document pertinent information in departmental logbook.
Attend designated meetings.
Ensure all Guest Service Standards are being met as outlined in the Standards Manual.
Ensure all check-ins meet or exceed hotels verbiage standards.
Respond to comment cards and send letters to individuals who have been given the 100% Satisfaction (where applicable)
Resolve any discrepancies regarding billing errors or guaranteed no-shows.
Coordinate breakfast ordering with breakfast hostess and place order.