Front Office Supervisor

4 weeks ago

Chicago, United States The Langham Chicago Full time
Primary Objective Of Position Responsible for the supervision of all aspects of the Guest Reception functions and takes over a leadership role when Guest Reception management colleagues are not present. Supervisor needs to be fully versed on Langham Brand Standards and Forbes service standards. In addition the Front Office Supervisor also represents Flavours of Langham on a daily basis and assists all guests/visitors with any inquiries about offered products as well as sales.Responsibilities And Job Duties
  • 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.
  • 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.
    • 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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