Front Office Supervisor

Position Summary

The front desk supervisor is responsible for supervising the daily operation of the front desk, reservations, transportation, and PBX. This position will act as the main support to the Front Office Manager. Individual must be able to perform all responsibilities associated with the various areas within the front desk department.

Essential Functions

• Aid in ongoing training and development of team members. Provide guidance, leadership, and ensure consistency in high levels of service.
• Prepare daily reports, review daily arrival and departure activity.
• Provide direct support to various areas within the front office department during peak business times.
• Use sound judgment to resolve issues related to team member and guest satisfaction.
• Utilize effective time management strategies to complete routine assignments.
• Comply with and enforce all company's standards, policies, and regulations.
• Greet all guests with a smiling, friendly manner.
• Check-in arriving guests in the most efficient manner possible, following all established procedures and policies.
• Act as the ambassador or in the manner of a hotel concierge.
• Provide information to guests on all aspects of the hotel, including the pool location, hours of F&B facility, laundry location, and differences in room types.
• Review arriving reservations for the day early in the shift, checking for special requests, VIPs, etc., pre-assigning rooms as necessary.
• Maintain awareness of daily scheduled groups and meetings by reading function sheets and reservations daily.
• Count cash drawers at beginning and end of each shift.
• Prepare shift deposit accurately, following standard procedures.
• Maintain complete understanding of all aspects of the cash register operation.
• Check all guest folios during each shift, checking for potential credit problems.
• Ensure all guests have either sufficient cash balances or authorized credit cards to cover expected charges.
• Compare housekeepers' report with the folio bucket at the beginning of the PM Shift or when Housekeeping is finished for the day.
• Ensure all wakeup calls are entered accurately. Record messages and receive mail for arriving and in-house guests.
• Record future reservations for any guest by phone or in person, following all standard procedures.
• Log all reservations in reservations log for assigned shift.
• Handle all complaints efficiently and courteously.
• Always report the nature of the complaint to the General Manager so that an apology letter or other steps may be taken.
• Post all charges incurred by guests during shift using standard procedures. File folios, Reg cards, and reservations cards as necessary.
• Complete shift checklist before end of shift.
• Cook off status with Housekeeping on a regular basis, transmitting check-out rooms to Housekeeping and receiving ready rooms from Housekeeping.
• Ensure information for or from other departments is passed on to the Front Office Manager and the staff efficiently and effectively.
• Maintain the lobby and ensure all areas are stocked; Wellness Station, Coffee, and Literature.
• Maintain well-groomed hair and personal hygiene as established by company policy.
• Maintain awareness and report any and all safety hazards or violations witnessed in the course of performing required duties.
• Performs other duties as requested.

Minimum Qualifications

• 2 to 3 years prior supervisory experience in front desk, reservations, and guest service operations required; preferably in a hospitality industry.
• High school diploma, GED, or combination of education and training in rooms division operations.
• Report to work reliably and on time for scheduled shift, in a neat and clean uniform.

Language Ability

Ability to speak, read, and write English. Ability to effectively relate to managers and co-workers.

Math Ability

Ability to apply basic mathematical concepts and use a calculator.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of accounting instructions in mathematical form and deal with concrete variables.

Computer & Related Skills

• To perform this job successfully, an individual should have knowledge of Word Processing software, Spreadsheet, and other software.
• Able to use a Calculator, Front Desk Machine, copier, and fax.

Supervisory Responsibilities

All front desk personnel.

Physical Demands and Work Environment

• While performing the duties of this position, employee stands entire shift. The employee frequently bends, stoops, lifts, and pushes.
• The employee is frequently required to use hands or fingers, handle or feel objects, tools, or controls in repetitive motions.
• Requires full sight and hearing capacity. Able to drive a van.
• The employee is frequently required to walk; sit; and reach with hands and arms.
• The employee occasionally lifts and carries items weighing up to 75 pounds.
• The employee must frequently communicate with guests and vendors.
• The employee is occasionally exposed to hazards including, but not limited to, slipping, tripping, falls; frequent exposure to humidity and cold; frequent contact/immersion of hands in water, sanitation solutions, and frequent washing of hands.
• The noise level in the work environment is usually moderate.