Front Office Supervisor

About the role

The Front Office Supervisor oversees the operations of the front desk, guest services, and lobby experiences. Key responsibilities include driving guest satisfaction, managing daily front office logistics, mentoring team members, and ensuring the property's excellence.

Responsibilities

• Select, train, schedule, coach, and support associates, ensuring they meet established standards and core values.
• Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager.
• Practice safe work habits, wear protective safety equipment, and follow MSDS and OSHA standards.
• Resolve guest complaints and concerns through thorough research and effective solutions.
• Participate in lobby ambassador and other guest-related activities to enhance guest satisfaction.
• Greet guests, register them, and maintain the hotel's appearance and cleanliness.
• Maintain and monitor front office systems and equipment for optimal performance.
• Perform front office bookkeeping activities such as balancing accounts, conducting audits, handling cash, making change, and processing collections.
• Close out guest accounts at check-out and negotiate compromises if necessary.
• Create and promote reservations while actively participating in company and brand-specific marketing programs.
• Develop and implement action plans to address guest service deficiencies.

Requirements

• A degree in hospitality, business, or a related field is preferred.
• At least 1 to 3 years of related hospitality or customer service experience, with prior supervisory experience preferred.
• Intermediate knowledge of hotel operations, property management systems, and basic front office financial controls.
• Strong communication and interpersonal skills to handle guest relations effectively and lead a diverse team.

Qualifications

• Ability to stand for extended periods, walk, push, lift up to 25 pounds, bend, reach, stoop, kneel, or crouch.

Skills

• Effective communication and interpersonal skills.
• Leadership and mentoring abilities.
• Problem-solving and conflict resolution skills.
• Knowledge of hotel operations and financial controls.
• Ability to manage multiple tasks and prioritize effectively.

Benefits

• Medical, Dental, and Vision Health Insurance.
• Paid Time Off.
• 401(k) Company Match.
• Free Basic Life Insurance.
• 24/7 access to TELUS Health.
• Travel Discounts.
• Commuter Transit and Commuter Parking Benefits.
• Quarterly Bonuses and Incentives.
• Employee Assistance and Wellness Program.
• Technology Reimbursements.
• Referral Bonus Program.

Schedule

Work schedule varies and may include all shifts, holidays, and weekends.

Pay

Details on pay are not specified in the job posting.