Front Office Supervisor $27.00/hr

Salamander Hospitality, Llc•Aspen, CO

5d•Onsite

About The Position

The Front Office Supervisor is responsible for supporting the Front Office Manager with the successful operation and administration of Front Office and staff to ensure that departmental goals and objectives are met. This leadership role will as needed support as a Manager on Duty, responding to guest incidents as well as emergency situations. Oversees Front Desk, Guest Services (Bell, Valet) and Concierge. The Front Office Supervisor is responsible for ensuring that all Front Office operations are carried out seamlessly and consistently; facilitating a seamless and elevated guest experience from pre-arrival through departure. The role’s focus includes but is not limited to supervision, training/ development, coaching/ disciplinary corrective action, and policy implementation and enforcement; while also developing elevated quality standards for Front Desk, Guest Services (Bell, Valet) and Concierge.

Requirements

High school or equivalent (GED) education required.
At least 2 to 3 years of progressive experience in a hotel environment required.
Significant attention to detail and strong verbal/ written communication skills critical.
Computer skills (Microsoft Office 365) required.
Must possess a valid US driver’s license.
Must be able to speak, read, write and understand English.
Shows personal control in front of guests by maintaining a positive attitude, staying calm and patient, avoiding use of negative language, and never displaying frustration.
Maintain discretion and security for the hotel and guests.
Have a flexible schedule that can work any shifts in addition to supporting with needed staffing coverage in the instance of call-offs (including Overnight/ Night Audit).
Must possess basic computer and technology operation skills.
Excellent communication skills; for both internal and external functions.
Ensure all Front Office quality standards (including partnered affiliates) are complied with and that policies and procedures are consistently applied.
Responsible for the financial management of the operation. Maintain profitability of the Front Office and Guest Services departments to support overall hotel operation.
Considerable knowledge of complex mathematical calculations and computer accounting programs.
Maintain accurate cash handling procedures.
Handle all disciplinary counseling as needed in accordance to policy.
Motivate staff and establish a productive and positive work environment.
Follow and support Salamander Vision, Mission Statement and Core Values.
Follow the company’s employee handbook for rules and regulations.
Serve as Manager on Duty when Front Office Manager and Asst Director of Rooms are absent.

Nice To Haves

Previous supervisory or leadership role experience preferred.
experience with OPERA Cloud, Nuvola/ Alice, EZFacility, Sertifi, and Salto preferred.

Responsibilities

Supervise the activities and the service delivery levels of the Concierge, Guest Services Agents, and Front Desk Teams.
Demonstrate comprehensive knowledge of rooms, service, facilities, including personnel, features and hours of operation.
Provide direct service to guests as needed, including, but not limited to, checking in guests, answering phones, billing, reservation adjustments, etc.
Ensure the line-level staff are properly trained to standards and able to carry out the operations of each function of their department.
Directly contact respective personnel and relay any deficiencies that are to be corrected. Coach, counsel and discipline as needed and effectively recommend suspension and/or termination.
Enforces compliance for cash handling policies.
Maintains consistent operating procedures.
Responsible for enhancing the product and service that is presented to the guest.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.
Maintains Guest Glitch Reports and ensures proper follow-up accordingly.
Ensure that cleanliness and condition of each area meets designated hotel standards and the appropriate inspections are carried out on a consistent basis.
Move throughout operation to visually monitor and take action to ensure guest experience and service standards are met. Ensure compliance aligned to partnered audit standards.
Interact positively with customers promoting hotel facilities and services. Resolve problems to the satisfaction of involved parties.
Assist in organizing and conducting pre-shift and departmental meetings communicating pertinent information to the staff, such as pre-arrival and daily operational information and guest recovery opportunities.
Works collaboratively with supervisors and managers to continually enhance and advance the hotel’s goals and operations.
Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
Additional duties as necessary and assigned.
Must be able to speak, read, write and understand English.
Shows personal control in front of guests by maintaining a positive attitude, staying calm and patient, avoiding use of negative language, and never displaying frustration.
Maintain discretion and security for the hotel and guests.
Have a flexible schedule that can work any shifts in addition to supporting with needed staffing coverage in the instance of call-offs (including Overnight/ Night Audit).
Must possess basic computer and technology operation skills.
Excellent communication skills; for both internal and external functions.
Ensure all Front Office quality standards (including partnered affiliates) are complied with and that policies and procedures are consistently applied.
Responsible for the financial management of the operation. Maintain profitability of the Front Office and Guest Services departments to support overall hotel operation.
Considerable knowledge of complex mathematical calculations and computer accounting programs.
Maintain accurate cash handling procedures.
Handle all disciplinary counseling as needed in accordance to policy.
Motivate staff and establish a productive and positive work environment.
Follow and support Salamander Vision, Mission Statement and Core Values.
Follow the company’s employee handbook for rules and regulations.
Serve as Manager on Duty when Front Office Manager and Asst Director of Rooms are absent.