Front Office Supervisor

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information, directions, local attractions, and guest concerns.

Essential Duties And Responsibilities

Essential duties and responsibilities include the following (other duties may be assigned):

• Greets and completes established check-in procedures for arriving guests on a daily basis, using computerized methods to insure guests satisfaction in the rooms requested.
• Perform guest departure (check-out) on a daily basis by following computer procedures in order to close guests’ accounts and insure accuracy on the folio. Correct any problems that may have been added to the folio to insure a satisfied guest at check out.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Answers inquiries and accepts reservations, both in person and by telephone, by communicating hotel rates and information by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintains good customer relations by answering questions and talking care of customer concerns in a timely and knowledgeable manner, in person and on the phone.
• Operates the telephone equipment by accepting incoming calls, assisting in-house calls to get to the correct department in a timely manner, scheduling and setting wake up calls and setting trace requests to provide guests with timely and efficient service.
• Controls cash transactions at the front desk and maintains complete responsibility for transactions during the shift.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Performs the shift checklist to insure accuracy of all aspects of the shift.
• Process all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and go guests in order to ensure the information is received in a timely manner.
• Maintains the front desk log book to enhance the department communication, and communicates any problems to the next shift coming in and the supervisor.
• Serves as a cashier and attendant for the market as needed.
• Serves as Manager on Duty when no executive commit member or Front Desk Manager is on property.
• Follows instructions from Front Desk Manager on tasks needed to be completed upon request or absence.
• Orders newspapers for weekday delivery.
  
  
  

Supervisory Responsibilities

Supervises the front office staff in the absence of the Front Desk Manager while managing labor hours as needed.

HOURS

Due to the business demands of the hospitality industry, and the fact that the hotel provides guest services 24 hours a day, 7 days a week, any employee may be required to work rotating shifts, including weekends, night shifts, and/or overtime.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education And/Or Experience

High school diploma or GED. One year front desk or two years customer service experience; or an equivalent combination of education and experience preferred.

Language Skills

Must be able to communicate clearly with guests, customers, supervisors, and fellow employees.

Mathematical Skills

Must be able to calculate amounts and apply basic addition, subtraction, and multiplication.

REASONING ABILITY

Must be able to analyze routine data to make appropriate judgments regarding the process of guests checking in/out of the hotel.

PHYSICAL DEMANDS

Practice written safety standards and rules at all times. Lifting, pushing, pulling and carrying - must be able to accomplish any task required of employees within assigned departments. Bending/kneeling - must be able to accomplish any task required of employees within assigned departments.

Employees must be able to stand for extended periods of time. Use of hands, fingers, and arms is required. Job frequently requires standing, walking, bending, and crouching.