Front Office Supervisor

As Front Office Supervisor at AKA Hotels+Hotel Residences, you will play a vital role in ensuring our guests receive exceptional service and support during their stay. Located in a prime area, this position is crucial to maintaining our commitment to creating a welcoming and comfortable environment for all residents.

TEAM MEMBER REQUIREMENTS:

• Willingness to accept the most effective role.
•  Function as a representative of the Korman culture and standards to all Team Members and our residents.
• Maintains regular attendance in compliance with the Korman standards.
• Approach all encounters with residents and Team Members in a friendly, service-oriented manner.
• Promotes a safe, secure and healthy work environment.
• Maintains Resident/guest privacy and confidentiality by protecting all personal information.
• Leads by example, consistently modeling luxury hospitality standards and inspiring the team to deliver exceptional, five-star service in every interaction.
• Remains calm, professional, and solution-oriented in high-pressure situations, prioritizing both the resident experience and operational needs.
• Serves as an ambassador of the aka brand, creating meaningful connections with residents that inspire loyalty, repeat visits, and enthusiastic word-of-mouth recommendations around the world.
• Team Member should have intimate knowledge of surrounding area including but not limited to: restaurants, retail, arts, cultural activities, etc.
• Familiar with emergency and safety procedures for your position.

RESPONSIBILITIES:

• Assists with overseeing the Front Office, and Reservation.
• Maintains resident confidence by maintaining service levels; garnering “repeat” visits
• Maintains a safe, secure, and healthy environment by establishing, following, and enforcing standards and procedures; complying with legal regulations.
• Enhances property reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to role accomplishments.
• Auditing reservations to ensure all residents’ requests are in order to their arrival.
• Maintaining communication with residents (before, during, and after stay at the property)
• Revising surveys and contacting residents when needed depending on their review regarding the service and product
• Reviewing shift notes and reaching out to troubled residents to assure that the issues have been resolved
• Coordinating directly with Sales and Housekeeping for special residents' requests
• Check No Shows daily and investigate the situation by checking with housekeeping and the front desk. Take further action by looking at the Synxis booking.
• Review Arrival report in the morning and communicate necessary resident information to the entire team.
• Check previous day’s arrivals, departures, in-house transfers and billing issues in Opera
• Assign overnight tasks as needed.
• Coordinate with Sales, Operations & Housekeeping for any special resident requests
• Attention to detail in maintaining cleanliness throughout public areas and resident suites
• Provide support/leadership to the Resident Service team
• Provide oversight in maintaining the service standards of Resident Services
• Assist with resident service association duties including: answering phones, making reservations, hailing cabs, providing dining or shopping recommendations, etc.
• Ability to resolve resident disputed in a professional and courteous manner
• Provide a thorough and professional introduction to incoming leads via walk-ins, providing property tours and suite introductions when applicable
• Assist with entering reservations, auditing, and sending lease and payment links for bookings closed by the Sales Department.
• Mentor, lead by example according to AKA performance, service, and professional standards 
• Serve as the shift leader to provide support to team members. Partnering with management to assure follow through
• Other duties as assigned.

DESIRED SKILLS:

• Demonstrated strong resident service, problem solving and decision making skills.
• Demonstrated energetic, self-motivating and a “can do” positive attitude.
• Proficiency in English (written and oral).
• Proven strong background in Room Operations
• Possesses expertise at combining extensive business knowledge to integrate and develop sound budgets.
• Develops detailed, realistic, and comprehensive plans that support organizational objectives. Effectively allocates resources and time across groups or departments.
• Successfully manages people to achieve performance goals. Excellent people management skills including resolving conflict, coaching and developing others, promoting teamwork, and performance management.
• Takes an exhaustive approach to every task. Committed to comprehensive and in-depth analysis, planning, and implementation of every work effort.

REQUIRED QUALIFICATIONS:

• High school degree or equivalent.
• Associates degree or higher.
• Minimum of three to five years of Guest Service experience.
• Ability to be flexible with work schedule including nights, weekends and holidays.
• Meticulous attention to detail
• Skills Needed: Motivational, verbal communication, written communication and manageability.

PHYSICAL REQUIREMENTS:

• Must be able to lift up to 30 lbs.
• Sits, stands, bends, stretches, lifts items and moves intermittently during working hours.