Front Office Supervisor

1 week ago

Baltimore, Maryland, United States Hyatt Full time

The Front Office Supervisor oversees the daily operations of the front desk to ensure efficient and effective customer service. This role involves managing room assignments and ensuring smooth operations within the front office, involves coordinating with housekeeping, maintenance, and reservations to provide an exceptional guest experience. It also entails managing staff, handling guest inquiries and complaints, and ensuring the highest standards of hospitality are maintained. The Front Office Supervisor also, works closely with other hotel departments to facilitate seamless service.

Key Responsibilities:

1. Staff Management:

· Supervise and support front desk staff, including desk agents and bellmen.

· Train new employees and provide ongoing training for existing staff.

· Manage and resolve any discrepancies in room status or billing.

· Update front office staff on room status and special guest requirements.

2. Room Assignment and Reservation Management:

· Assign rooms to arriving guests based on their preferences and availability.

· Maintain accurate records of room assignments, reservations, and guest profiles.

· Monitor room availability and update the system to reflect real-time changes.

· Liaise with the maintenance team to address any room issues or repairs.

· Assist with managing reservations 3-5 days out and room blocks for groups and events.

· Manage and resolve any discrepancies in room status or billing.

3. Guest Services:

· Greet guests upon arrival and ensure they have a pleasant check-in and check-out experience.

· Handle guest complaints, requests, and inquiries promptly and professionally.

· Handle special requests, such as room upgrades, and ensure guest preferences are met.

· Ensure VIP guests receive special treatment and personalized services.

· Monitor and maintain guest satisfaction levels.

4. Operations Management:

· Oversee daily front desk operations to ensure efficient workflow and adherence to policies.

· Maintain an organized and tidy front desk area.

· Ensure accurate record-keeping and report generation.

· Monitor and keep track of inventory.

· Oversee billing processes and ensure accurate posting of charges.

· Reconcile cash and credit card transactions at the end of shifts.

5. Collaboration:

· Work closely with housekeeping, maintenance, and other departments to address guest needs and preferences.

· Coordinate with sales and marketing teams to ensure smooth execution of events and promotions.

· Participate in departmental meetings and contribute to hotel-wide initiatives.

· Maintain clear communication with all departments to ensure smooth operations.

· Coordinate with housekeeping to ensure rooms are cleaned and ready for new guests.

6. Technology and Systems:

· Utilize hotel management software to manage room assignments and guest information.

· Ensure the front desk area is equipped with the necessary tools and supplies.

· Troubleshoot technical issues with reservation and room management systems.

7. Compliance and Safety:

· Ensure compliance with hotel policies, procedures, and standards.

· Enforce uniform, health, and safety regulations.

· Handle emergencies, such as evacuations or medical incidents, according to established protocols.

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