Front Office Supervisor

Choice Hotels International•Chicago, IL

1d•Onsite

About The Position

The role of Front Office Supervisor requires an individual the ability to provide superior guest service in a fast-paced, hotel environment, ensuring 100% guest satisfaction; overseeing PBX and Front Office Operations. Receives and processes incoming guests. Ensures a delightful, seamless arrival and departure for our guests. Greets guests and processes hotel registration and other transactions. Keeps current on hotel accommodations, services and local attractions. Handles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction. Records resolutions to guest complaints on the “Make it Right” log. Works with other departments as appropriate to arrange for services requested by the guest. Stays current with developments in the hotel by reviewing and updating the communication log. Prepares end of shift summaries and communications for management and other shifts. Encourages day to day up selling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services and loyalty program. Makes reservations in accordance with hotel’s yield management practices. Processes customer credit at check-in in accordance with hotel policy and data privacy policy standards. May be responsible for answering and fielding all calls to the hotel, both internal and external. Identifies and records special billing instructions and notifies Accounting. Obtains appropriate approvals and signatures for guest transactions. Follows hotel policy on cash banks. Maintains confidentiality of guest information. Supervises Front Office Operation and Employees. Assists Management in scheduling, training and evaluating front office employees. Provides on-going feedback and guidance to front office employees. Monitors front office processes and suggests improvements to management. Serves as model of exemplary customer service for other front office employees. Ensures through reporting and observation that billing and cash are handled according to hotel procedures and good accounting. Completes detailed shift reports. Pro-actively prepares for hotel events to provide great customer service. Stocks and replenishes front office tools and materials. Develops and implements strategies and practices which support employee engagement. Communicates performance expectations and provides employees with on-going feedback. Provides employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potential. Creates 100% guest satisfaction by providing the Radisson experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations: Gives personal attention, takes personal responsibility and uses teamwork when providing guest service. Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems. Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis. Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction. Performs other duties as required by management to provide 100% Guest Satisfaction and genuine hospitality to our Guests. Performs other duties as required by management to provide 100% Guest Satisfaction and genuine hospitality to all guests.

Requirements

Minimum two years in hotel front desk position required
Previous management experience required
Able to collaborate effectively with other hotel employees and managers to ensure teamwork
High school diploma or GED required
Strong organizational skills
Critical thinking skills
Problem solver
Strong computer systems skills including; reservations and reporting systems
Strong Microsoft Office suite and reporting system skills
Must work well in stressful, high pressure situations
Must be able to accurately follow verbal and written instructions and communicate effectively
Works well independently or as part of a team
Strong attention to detail
Strong mathematical and organizational skills required
Commitment to exceptional guest service
Willing to work a flexible schedule including weekends and holidays
Adheres to the policies and procedures of the hotel
Ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity
Ability to present documents verifying identity and legal authorization to work in the United States
Satisfactory completion of a background check and E-Verify

Nice To Haves

Bachelor degree preferred

Responsibilities

Overseeing PBX and Front Office Operations
Receiving and processing incoming guests
Ensuring a delightful, seamless arrival and departure for guests
Greeting guests and processing hotel registration and other transactions
Keeping current on hotel accommodations, services and local attractions
Handling all guest compliments, comments, observations and challenges in a timely manner
Recording resolutions to guest complaints on the “Make it Right” log
Working with other departments as appropriate to arrange for services requested by the guest
Staying current with developments in the hotel by reviewing and updating the communication log
Preparing end of shift summaries and communications for management and other shifts
Encouraging day to day up selling of guest accommodations and promoting hotel amenities, food & beverage outlets, hotel services and loyalty program
Making reservations in accordance with hotel’s yield management practices
Processing customer credit at check-in in accordance with hotel policy and data privacy policy standards
Answering and fielding all calls to the hotel, both internal and external
Identifying and recording special billing instructions and notifying Accounting
Obtaining appropriate approvals and signatures for guest transactions
Following hotel policy on cash banks
Maintaining confidentiality of guest information
Supervising Front Office Operation and Employees
Assisting Management in scheduling, training and evaluating front office employees
Providing on-going feedback and guidance to front office employees
Monitoring front office processes and suggesting improvements to management
Serving as a model of exemplary customer service for other front office employees
Ensuring through reporting and observation that billing and cash are handled according to hotel procedures and good accounting
Completing detailed shift reports
Pro-actively preparing for hotel events to provide great customer service
Stocking and replenishing front office tools and materials
Developing and implementing strategies and practices which support employee engagement
Communicating performance expectations and providing employees with on-going feedback
Providing employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potential
Creating 100% guest satisfaction by providing the Radisson experience
Giving personal attention, taking personal responsibility and using teamwork when providing guest service
Listening, apologizing with empathy, finding a solution and following through when resolving guest problems
Providing Yes I Can! genuine hospitality and teamwork on an ongoing basis
Assuming the responsibility to notice when the guest is not satisfied and using best judgment
Performing other duties as required by management to provide 100% Guest Satisfaction and genuine hospitality to guests