Front Office Supervisor

Essential Duties And Responsibilities

• Greet guests and efficiently manage check-in and check-out procedures using the Property Management System (PMS).
• Cash Handling: Handle cash transactions accurately, ensuring precise hotel charges and maintaining thorough accounting records.
• Training: Spend 90% of shifts stationed at the front desk to actively mentor team members, deliver ongoing performance feedback, and ensure the consistent delivery of exceptional customer service.
• Team Leadership: Attend and occasionally lead daily pre-shift meetings with team members to ensure smooth operations.
• Inventory Management: Assist the Operations Manager with ordering supplies and managing market items for inventory.
• Sales & Reservations: Utilize effective communication skills to answer inquiries, accept reservations, and promote hotel amenities to enhance room sales and overall revenue.
• Customer Relations: Maintain excellent customer relations by promptly addressing questions and concerns in person and over the phone.
• Telephone Operations: Operate the telephone system proficiently, including managing incoming calls, directing in-house calls, scheduling wake-up calls, and managing trace requests for efficient guest service.
• Front Desk Operations: Maintain a courteous and friendly demeanor at all times to foster a welcoming atmosphere and ensure smooth operations.
• Checklists & Documentation: Complete shift checklists diligently to ensure all shift responsibilities are accurately handled. Maintain the front desk logbook to facilitate communication and report any issues to incoming shifts and supervisors.
• Guest Mail & Messages: Manage incoming guest mail, messages, and faxes by sorting and distributing them promptly.
• Management Responsibility: Act as Manager on Duty in the absence of executive committee members or the Front Desk Manager.
• Safety & Security: Ensure compliance with Safety and Security Policies, training team members and reporting suspicious activities of guests, visitors, or staff.
• Incident Reports: Write guest incident reports as needed and maintain security for guests and property.

Qualifications

• Education: High School Diploma, GED, or equivalent work experience.
• Customer Service: Friendly demeanor with excellent communication and customer service skills.
• Organizational Skills: Strong organizational and prioritization skills.
• Technical Skills: Prior experience using Windows-based software preferred.
• Physical Abilities: Ability to stand 90% of the day and perform physical tasks such as lifting supplies (up to 50 lbs.), bending, and reaching.
• Experience: Previous front desk or hospitality experience.