Front Office Supervisor

GRAHAM HOTEL SYSTEMS INC•Ann Arbor, MI

9d•Onsite

About The Position

The Front Desk Supervisor is responsible for greeting customers, managing the registration process, handling payments, answering phones, resolving guest issues, stocking supplies, collaborating with other departments, participating in meetings, training staff, strategizing for upselling and revenue increase, managing room inventory, and performing other assigned duties. This role requires flexibility in scheduling, the ability to assist guests on sold-out nights, and a willingness to support colleagues.

Requirements

Must be 18 years or older
Must have the ability to communicate in English.
Self-starting personality with an even disposition.
Maintain a professional appearance and manner at all times.
Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.
Ability to use a calculator to prepare moderately complex mathematical calculations without error.
Ability to effectively deal with customers, with high levels of patience, tact and diplomacy.
Ability to establish and consistent effective working relationships with associates and customers.
Ability to stand and move throughout front office and continuously perform essential job functions.
Ability to access and accurately input information using a moderately complex computer system.
Ability to observe and detect signs of emergency situations.

Responsibilities

Greet customers immediately with a friendly and sincere welcome.
Complete registration process by inputting & retrieving information from computer, confirming pertinent information.
Promote sales initiatives.
Make appropriate selection of rooms based on guest needs.
Provide welcome folders containing room keys, certificates, coupons, as appropriate.
Verify/swipe credit cards for authorization.
Handle cash, make change and balance an assigned house bank.
Accept and record vouchers, travelers checks, and other forms of payment.
Promptly answer the telephone using positive and clear communication.
Input messages into the computer.
Retrieve messages and communicate with guests.
Retrieve mail/packages.
Close guest accounts at time of check out and ascertain satisfaction.
Negotiate compromise for guest dissatisfaction, which may include authorizing revenue allowances.
Field guest complaints, conduct research, develop effective solutions, and negotiate results.
Listen and extend assistance.
Remain calm and alert during emergency situations and heavy hotel activity.
Own and resolve all guest issues.
Stocking and inventory of the Dash In and Union stores, and Front Office supplies.
Build rapport with other departments for smooth functionality.
Participate in weekly staff meetings.
Train and on-board other guest service staff.
Strategize and implement ideas for upselling and increasing room revenue and sales.
Follow up on group resumes daily and weekly.
Flexibility in scheduling shifts.
Ability to walk guests on sold out nights.
Understand and implement room inventory and room assignments.
Perform any other job related duties as assigned.