Front Office Supervisor

Starwood Hotels•Austin, TX

3d•Onsite

About The Position

Starwood Hotels is seeking a service-minded Front Office Supervisor to lead and inspire their great-natured service team. This role involves training, supervising, and mentoring new hires, ensuring guest satisfaction, and maintaining product quality standards. The Front Office Supervisor is responsible for the success of the front desk, managing all areas of the hotel according to Brand standards to achieve a friendly atmosphere of superior guest service and product quality. This position requires exemplary performance for staff to follow, supervision and management of team members, and ensuring the productivity, quality, and standards meet guest expectations daily. The role involves contacting appropriate departments to resolve service issues, developing goals and plans, providing leadership and vision, and delivering services that exceed guest expectations. It also includes participating in corrective action plans, improving service through coaching and feedback, responding to guest complaints, and reporting safety incidents. The supervisor will work closely with Loss Prevention to ensure safety and comply with policies. Additionally, the role involves scheduling team members based on business demands, tracking time and attendance, identifying opportunities to optimize performance, and fostering open, collaborative relationships. The Front Office Supervisor will also assist in developing lasting relationships with guests for repeat business and provide inspirational leadership to uphold the 1 Hotels Vision, Mission, and Compass, delivering Good-Natured Service and Brand Pillars. Training department team members, including planning, assigning work, rewarding, addressing complaints, and resolving problems, is a key responsibility. Providing guidance and direction through coaching, counseling, mentoring, and performance reviews, and empowering team members to deliver the ultimate guest experience are also essential functions.

Requirements

A post-secondary diploma or degree in a field of study related to this profession
Minimum of 2 years of experience in a comparable position and/or an equivalent combination of education and experience.
Prior management experience in a quality luxury hotel brand.
Proficient in verbal and written English communication
Professional & appropriate business appearance and demeanor aligned with the 1 Hotel brand and culture.
Excellent verbal and written communication skills.
Proficient in verbal and written English communication
Regularly required to stand; use hands/fingers; to handle, or feel objects, reach with hands and arms, talk, hear, taste & smell.
Frequently required to walk, kneel, or crouch and must possess the ability to stand for long periods (more than 8 hours).
Flexibility to meet the demands of a 24-hour operation.
Passion for hotel operations and guest service with a minimum of 2 years experience working in a Front Office supervisory role, preferably within an upper upscale or luxury hotel environment.
Advanced knowledgeable of front office operations, a strong leader and a proven track record in guest and team member engagement and financial performance.
Excels at communication, both verbal and written.

Nice To Haves

A post-secondary diploma or degree would be a plus.

Responsibilities

Supervises and manages team members.
Ensure and maintains the productivity level of team members and ensure quality and that standards meet the expectations of guests on a daily basis.
Contact appropriate individual or department (e.g. F&B outlets, Housekeeping, Engineering) as necessary to resolve service calls, requests, or glitches.
Develop specific goals and plans to prioritize, organize and accomplish your work.
Provide the leadership, vision and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective.
Provide services that are above and beyond for guest satisfaction and retention.
Participate in the development and implementation of corrective action plans to improve guest satisfaction and strive to improve service performance.
Improve service by communicating and assisting individuals to understand guest needs, provide guidance, feedback and individual coaching when needed.
Respond to and handle guest problems and complaints.
Report accidents, injuries, and unsafe work conditions; complete safety training and certifications.
Work closely with Loss Prevention to ensure safety of our guests and team members.
Understand and comply with loss prevention policies and procedures.
Schedule team members to business demands and track team member time and attendance.
Identify opportunities to optimize performance and create value by challenging existing processes, encouraging innovation and driving necessary change.
Establish and maintain open, collaborative internal and external relationships and ensure direct reports do the same.
Assist team in developing lasting relationships with guests to secure repeat business.
Provide inspirational leadership to enliven the 1 Hotels Vision, Mission and Compass; deliver on Our Promise, provide Good-Natured Service and uphold our Brand Pillars.
Train department team members: plan, assign and direct work; reward team members; address complaints and resolve problems.
Provide guidance and direction to subordinates through coaching, counseling, mentoring, and reviewing performance.
Empower team members to deliver the ultimate guest experience.