Front Office Supervisor

About the Role

The Front Office Supervisor assists the Director of Guest Services in managing day-to-day operations for guest reception, guest services, reservations, and concierge. This role contributes to the organization as an active business partner, supporting the company's goals, objectives, vision, mission, and values.

Responsibilities

• Support department operations and provide direct service to guests as needed, leading by example.
• Oversee the arrival and departure experience, ensuring guest expectations are exceeded at all times.
• Assist in creating and implementing profit and flow-through enhancing strategies and programs.
• Review daily financial and labor reports; provide suggestions for adjusting operations to achieve annual budget and forecasts.
• Assist in creating, implementing, and executing department trainings, recruiting, and innovative pre-shifts.
• Support managing associate engagement, scheduling, payroll, counseling, and quarterly department meetings.
• Support the hotel's life-safety systems and be prepared for emergency situations.

Requirements

• Bachelor’s Degree required.
• Minimum of four (4) years’ experience in customer service.
• Two (2) to three (3) years of hotel supervisory experience.
• Advanced skills in Word, Excel, PowerPoint, Opera, and Outlook; daily use of nearly all programs will occur.
• Luxury hotel experience strongly preferred.
• Knowledge and experience in using Birchstreet, HotSOS, and Rex preferred.

Physical Requirements

• Position requires walking and giving direction most of the working day.
• Must be able to stand and walk for 8 hours a day.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, hearing ability, and visual acuity.
• Must be able to lift up to 25 lbs. on a regular and continuing basis.
• Must be able to push and pull carts and equipment weighing up to 250 lbs. occasionally.

Pay

The base pay scale for this position is $27.00 per hour.