Front Office Supervisor

RIT Inn and Conference Center•Henrietta, NY

9d•Onsite

About The Position

The Front Office Supervisor is a primary point of contact for guest services, providing friendly, knowledgeable interactions and timely, efficient service. This working associate leads the front-line team and supports the training and development of front office staff, while assisting front office management and completing assigned tasks and projects. The role emphasizes accommodating guest preferences, flexibility, efficiency, quality, and contributing to a hospitable environment. The supervisor oversees daily front office operations and works with hotel management and other departments to support guest satisfaction. The role also coordinates with RIT Housing Operations during student check-in and checkout periods and helps coordinate hotel shuttle rides. Open availability is required, including the ability to cover weekends, mornings, evenings, and overnights as business needs dictate. The position pays $19.00 to $20.00 per hour.

Requirements

Ability to read, write, and speak English effectively and to provide, receive, and comprehend verbal and written instructions and information.
Experience in hotel front office operations.
Previous hotel front desk, customer service, or supervisory experience.
Clean and valid New York State driver’s license.
Open availability, including weekends and overnights, and ability to cover weekends, morning shifts, or evening shifts as business demands dictate.
Ability to work independently or with others.
Appropriate public presence in grooming, dress, poise, and social etiquette.
Attention to detail, commitment to quality, and passion for serving others.

Nice To Haves

Supervisory experience is preferred.
Friendly, enthusiastic, reliable, assertive, articulate, outgoing, obliging, and compassionate demeanor.
Leadership, organization, planning, problem-solving, and communication skills.
Effective public-speaking and presentation skills.
Ability to manage a culturally diverse work environment and interpersonal or group conflict effectively.

Responsibilities

Perform check-in and checkout services, record sales transactions, secure accurate payment, coordinate bell services, answer telephones, take reservations, run reports, handle guest and student mail, deliver messages, program wake-up calls, and perform other guest-service tasks.
Oversee daily Front Office operations and provide exceptional hotel services to guests.
Support, train, and oversee front desk Guest Service Agents (GSAs), including developing customer-service skills and understanding of the property management system, policies, procedures, and GSA responsibilities.
Work with upper management to develop an understanding of Rooms Division responsibilities, including human resources, scheduling, payroll, and coordination with Housekeeping, Banquets, and Engineering.
Work with RIT Housing Operations during school-year check-in and checkout and keep Housing Operations updated about student issues.
Know and promote the hours and services of the hotel.
Know and follow hotel safety, security, and emergency procedures and equipment; perform or dispatch necessary functions.
Maintain communication and collaboration with staff to support cooperation and service excellence.
Manage and coordinate hotel shuttle drivers during the shift when scheduling guest rides.
Help maintain the cleanliness of the Front Office, lobby, and surrounding areas.
Inspect lobby fixtures, equipment, and conditions for proper operation and maintenance, and report deficiencies.
Maintain work equipment, tools, and supplies.
Respond to guest requests and inquiries with sensitivity and urgency.
Comply with and train desk staff on department, hotel, and company policies and procedures.
Cover the manager’s days off as Person in Charge (PIC).
Complete daily, weekly, and monthly tasks assigned by the Front Office Manager and Assistant Front Office Manager.
Support associate development through training and mentoring; delegate tasks, set deadlines, motivate staff, and provide constructive coaching and counseling.
Use leadership, communication, listening, observation, conflict-management, problem-solving, and decision-making skills in managing the team and operations.
Monitor and evaluate processes, policies, and procedures; understand business plans, trends, and budget management in support of business objectives.