Front Office Supervisor

First Hospitality Group Inc•Toledo, OH

37d

About The Position

The Front Desk Supervisor is part of the management structure of the Front Office. He or she will aid the other managers in monitoring the daily operations of the hotel by supporting and supervising all front office operations and staff, oversee hotel availability, room inventory and ensure overall guest satisfaction.

Requirements

Customer service experience, preferably in Hospitality or related industry
High School diploma or equivalency education certificate required
Speak, read, and write in primary language used in the workplace
Sit, stand, walk, and be in front of a computer for 8+ hours

Responsibilities

Supervise and support all Front Office staff (including Front Desk and Bell/Door Staff) to ensure policies and procedures are followed while welcoming guests
Review and prepare for daily arrivals and look at business on book at least seven days out on a daily basis
Hold shift briefings to communicate daily events, VIPs, current hotel offerings, updated policies, weekly training topics, occupancy, day of selling strategy, etc.
Maintain knowledge of all of hotel outlet offerings, facilities and local area events
Account for daily yielding, balancing of house with room types/rates, correct settlement of room revenue and ensure credit is established on all accounts in accordance with proper accounting procedures
Address any credit concerns and communicate any outstanding issues to the next shift manager for follow-up
Ensure accurate guest data is inputted into HMS profile including comments, history, etc.
Report and follow up on any guest issues while maintaining a high level of confidentiality will all guest information
Maintain a detailed log with all guest issues and resolutions
Communicate hotel's needs to appropriate departments to ensure room availability and open calls are being addressed in a timely manner with follow-up to the guest that issue is satisfactorily resolved
Assist with implementation of new policies and procedures and also ensure staff has adherence of existing grooming and attendance policies
Assist with the training process of new hires and identify training needs with existing employees by weekly focus on "topics of the week"
Drive Hotel scores and share positive feedback and address on an individual basis with any negative feedback
Maintain a positive and professional environment in guest areas and in back of the house that motivates and inspires the staff.
Must possess basic ability to analyze and understand forecasts and budgets
Other duties as assigned