Front Office Supervisor

Job Responsibilities

• Responsible for the adherence and enforcement of all Hotel policies and procedures
• Responsible for maintaining the highest levels of professionalism and decorum amongst all the staff
• Maintain inventory control and ordering procedures for Front Office and guest supplies
• Oversee Front Desk Agent scheduling and requests
• Perform coaching and counseling of all Front Desk Agents, Night Auditors as needed to enforce standards
• Aids in creating a comprehensive training program instilling a culture of service and follow through
• Acts as a liaison between the Front Office and the Reservations/Sales team
• Is intimately involved in troubleshooting and drilling down to determine and eliminate guest issues
• Handle any guest complaint or issue in a professional manner
• Complete a daily MOD Report to communicate guest opportunities and other information
• Assist the Front Desk with all aspects of operations including check-in and check-out process
• Review all potential safety and security issues and implement corrective action steps
• Responsible for knowing all emergency procedures
• Coach associates how to resolve and de-escalate conflicts
• Aids in welcoming and escorting VIP's and other guests
• Work closely with Housekeeping, Engineering, Catering and Sales to assure groups and special functions are handled smoothly

Job Qualifications

• 3 years' experience as a Guest Service Agent preferred
• Supervisory experience required
• Front Office Accounting experience
• Proficiency in Microsoft applications is required
• Verifiable record improving guest service and satisfaction
• Ability to work a flexible schedule and be able to work weekends and holidays