Front Office Supervisor

WHAT YOU WILL ACCOMPLISH

The Front Office Supervisor is r esponsible for assisting the Front Office Manager with the planning, organization, development and direction of the Front Office operations to operate at the highest

service standards as they relate to efficiency, professionalism, accuracy, and customer service.

Key responsibilities include:

• P rovides guidance and leadership to Front Office Team Members (may include Guest Service and Registration, Room Inventory, PBX/communications, and Bell operations)

• En sures Guest Services Agents consistently review expected arrivals in advance, check guests in/out of hotel according to procedures, ensure accurate guest billing, and make reservations outside of hours

• En sures Team Members in Room Inventory, PBX/communications, Bell, or other areas of responsibility are adhering to all established policies and practices.

• R esolves guest complaints within scope of authority; otherwise refers the matter to management. Effectively deals with internal and external customers, some of w hom may require a high level of patience, tact and diplomacy

• E nsures Team Members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.

• P rovides subject-matter expertise to co-workers. May be assigned time-keeping authority. Provides training and coaches staff.

WHAT YOU WILL BRING

• H igh school diploma or general education degree (GED), or equivalent combination of education and experience

• N ormally requires two or more years related experience and/or training

• R equires ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and provides a high level of guest satisfaction

• M ust have excellent customer service/communication skills to work with guests of various social, cultural, economic and educational backgrounds for the purpose of resolving problems/complaints and providing a high level of guest satisfaction

• Ab le to use mathematics to solve problems