Front Office Supervisor

4 weeks ago

Evanston, United States Hilton Garden Inn Chicago North ShoreEvanston Full time

Summary:

The main purpose of the Front Office Supervisor is the supervision and training of the Front Office Agent in the correct and appropriate checking in and checking out of guests and providing services to these guests in a courteous and professional manner. 

HOTEL VALUES:  

This description of responsibilities is simply intended to provide basic guidance to outline a minimum standard of performance. 

The hotel values an IOU attitude, where an employee is encouraged to Lead, take Ownership, and deal with situations of all kinds with a sense of Urgency.  While this document describes the general nature and level of work being performed by people assigned to this job, we encourage and expect our team to go above and beyond the minimum standards at all times to show concern and care for the guest, co-workers and managers.  The hotel believes in a culture where team members help each other, and work together in an environment where the most important task is providing exceptional service to guests, at all times. 

As a result, this is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of people in this job. 

Essential Functions:  

Maintain high standards of guest services and a consistent guest experience at all times. To ensure all Front Office systems and control procedures comply with corporate policy and procedures. To maintain open and clear communication with all internal departments. Ensure proper and appropriate staffing in all said areas at all times, based on business. Be familiar with and able to direct all fire, life, and safety procedures and train staff in appropriate fire, life, and safety procedures. Create a culture of profitability, guest satisfaction and team satisfaction. Implement and monitor guest service programs and VIP programs. Assist in handling all complaints and incidents and communicate with management. Have complete knowledge of hotel services, outlet hours of operation, and knowledge of area. Train and develop staff.

Education and Experience:

Two years of front desk experience.   College degree in hospitality related field preferred.

Language Skills:        

Ability to read and comprehend instructions, short correspondence and memos, ability to write professional correspondence, ability to effectively present one-on-one and small group situations to customers, clients and other staff members of the organization and hospitality community.

Tools and Equipment:                                                                                                                                                                                              

Confidence in use of computers and PMS systems. Word and Excel Proficiency

Working Environment:

Will be required to spend a majority of their time on their feet.

Physical Demands:     

Must be able to lift or move 25 pounds. 

NOTE:

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

Source: Hospitality Online

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