Front Office Supervisor

WHAT YOU WILL ACCOMPLISH

TheFront Office Supervisoris responsible forassistingthe Front Office Manager with the planning, organization,developmentand direction of the Front Office operations tooperateat the highest 

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

Key responsibilities include:

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

• Ensures Guest Services Agents consistently review expected arrivals in advance, check guests in/out of hotel according to procedures, ensureaccurateguest billing, and make reservations outside of hours

• Ensures Team Members in Room Inventory, PBX/communications, Bell, or other areas ofresponsibility areadhering to all established policies and practices.

• Resolves guest complaints within scope of authority; otherwiserefersthe matter to management. Effectively deals with internal and external customers, some ofwhom may requirea high levelof patience,tactand diplomacy 

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

• Providessubject-matterexpertiseto co-workers. May be assigned time-keeping authority. Provides training andcoachesstaff.

WHAT YOU WILL BRING

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

• Normally requires two or moreyearsrelated experience and/or training

• Requires ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and providesa high levelof guest satisfaction

• Must have excellent customer service/communication skills to work with guests of various social, cultural,economicand educational backgrounds for the purpose of resolving problems/complaints and providinga high levelof guest satisfaction

• Ableto use mathematics to solve problems