![The Langham Chicago](https://media.trabajo.org/img/noimg.jpg)
Front Office Supervisor
4 weeks ago
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Maintain complete knowledge of correct maintenance and use of equipment.Use equipment only as intended.
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
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Maintain complete knowledge at all times of:
- All hotel features/services, hours of operation.
- All room types, numbers, layout, decor, appointments and location.
- All room rates, special packages and promotions.
- Daily house count and expected arrivals/departures.
- Room availability status for any given day.
- Balance Inventory and handle overbooking situations
- Scheduled in-house group activities, locations and times.
- All hotel and departmental policies and procedures
- Access all functions of the computer system.
- Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
- Establish par levels for supplies and equipment.Complete requisitions to replenish shortages or additional items needed for the anticipated business.
- Ensure that current information on rates, packages and promotions is available at Guest Reception and that all colleagues are knowledgeable on such.
- Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
- Ensure that colleagues report to work as scheduled.
- Coordinate breaks for staff (along with management colleagues).
- Assign work duties to staff (along with management colleagues).
- Ensure daily Show-Time is conducted.
- Inspect grooming and attire of staff; rectify any deficiencies.
- Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
- Constantly monitor staff performance in all phases of service and job functions. Rectify any deficiencies with respective colleagues to include Guest Reception colleagues, Guest Service Ambassadors.
- Monitor the hotel front entrance and resolve any congested situations.
- Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
- Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
- Monitor and ensure that express check-outs are processed through the system.
- Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective colleagues.
- Assist Guest Reception colleagues with their job functions to ensure optimum service to guests.
- Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
- Assist guests with reports of lost/stolen articles, following hotel policy.
- Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
- Ensure security of guest room access.
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Monitor and ensure that all cashiering procedures comply with accounting policies and standards:
- Contracted banks
- Shortages/overages
- Late charges
- Petty cash/paid outs
- Adjustments
- Posting charges
- Making change for guests
- Cashing personal/travelers checks
- Payment methods/processing
- Settling accounts
- Closing reports
- Cashier reports
- Balancing receipts
- Dropping receipts
- Securing banks
- Review previous night's no-shows, verify and ensure billing of such.
- Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Guest reception procedures.
- Assist staff with expediting problem payments.
- Anticipate sold-out situations and know how many rooms are overbooked.Assist with and handle overbooked or “relocated” guests.
- Audit surrounding area hotels daily for status of rooms, rates, discount rates and packages.Maintain current list of available locations for walk situations.
- Anticipate low occupancy periods and coordinate blocking of rooms with Housekeeping management and coordinators to minimize labor costs, deep cleaning and maintenance of rooms.
- Review the arrival report for accuracy and completeness.Check printed registration cards against information on arrival report; rectify any deficiencies with respective personnel.
- Utilize the 1865 report and any and all guest preferences while preparing arrivals
- Ensure that all VIPs are pre-registered according to standards.Monitor VIP arrivals; greet and escort them to their room.
- Work closely with Housekeeping management coordinator to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
- Print special requests report and block according to specifications.
- Balance room types daily.
- Print credit check report and review status of each account.Follow up on accounts beyond approved credit limits.
- Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures.
- Print and review masters for departed groups; check accuracy and distribute to accounting.
- Review flag reports and follow up accordingly.
- Coordinate delivery time of amenities with In Room Dining, ensuring timely delivery.
- Review requests for late check-outs and approve according to occupancy.Communicate this information to Housekeeping.
- Review limousine request forms and chart information on booking calendar.Ensure that all pick-ups have room reservations and that all departures are still in-house; reconfirm departure times with in-house guests.
- Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
- Print report on discrepant rooms, research discrepancies and enter current status accordingly.
- Complete bucket check nightly.
- Maintain awareness of undesirable persons on hotel premises and escort off property.Contact Security where necessary.
- Ensure all closing duties for staff are completed before staff sign out.
- Provide feedback to staff on their performance.Handle disciplinary problems and counsel employees together with Assistant Front Office Managers
- Foster and promote a cooperative working climate, maximizing productivity and employee morale.
- Prepare and submit daily/weekly payroll records.
- Complete work orders for maintenance repairs and submit to Engineering.Contact Engineering directly for urgent repairs.
- Document pertinent information in department log book.
- Complete all paperwork and closing duties.
- Review status of assignments and any follow-up action with on-coming Supervisor.
- Prepare weekly forecast of revenues and labor costs.
- Assist management with conducting monthly departmental meetings.
- Attend designated meetings.
- Interview Guest Reception applicants.
- Complete departmental filing.
- Escort employees to the cashier room and their vehicles during specified hours.
- Provide guest room tours.
- Assist in strategizing control of room inventory to maximize revenues.
- Follow up on assignments given byFront Office Manager and Club Managers
- Legibly complete requisition for additional supplies/materials and submit to manager.
Education RequiredHigh school graduate or equivalent vocational training certificate, College Degree preferred.Experience Required
- Previous experience in cashiering.
- Two years’ experience as a Front Desk Supervisor, preferably a luxurious style hotel.
- Previous supervisory experience is preferred.
Licenses Or CertificatesCertification in CPR is preferred.
EOE, Including Disability/Veterans
Source: Hospitality Online
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