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Front Office Supervisor
4 months ago
DUTIES & FUNCTIONS
* Greet, check-in and checkout guests approaching the Front Desk in a friendly, efficient and courteous manner and in accordance with company, hotel and brand standards.
* As needed, assist with scheduling, hiring and training front desk employees.
* Monitors, coaches, and evaluates guest service representatives and night auditors.
* Answer guest inquiries about hotel services, facilities, restaurants, transportation, entertainment and hours of operation in a timely manner.
* Resolves guest challenges and takes appropriate action to ensure 100% guest satisfaction.
* Build rapport with rewards members, distinguished visitors; escort guests to rooms, make welfare calls, encourage feedback throughout their stay.
* Identify, solicit and sign up potential reward members (if applicable).
* Maintain and market promotions and guest programs.
* Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
* Follow all cash handling and credit policies.
* Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
* Use proper two-way radio and phone etiquette at all times when communicating with other employees.
* Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
* Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
* Complete a bucket check, room rate verification report, and housekeeping report.
* Balance and prepare individual paperwork for closing of shift according to hotel standards.
* Maintain a clean work area.
* Assist guests with safe deposit boxes.
* Review Front Office log daily.
* Be aware of all rates, packages, special promotions and closed out/restricted dates as listed.
* Be familiar with all in-house groups.
* Have knowledge of emergency procedures and assist when needed.
* Fill in and support coworkers and team as needed to ensure efficient operation.
* Perform duties, special assignments and projects as requested by management.
QUALIFICATION STANDARDS
General Requirements
* Ability to attend to guests, associates and management in an attentive, friendly, courteous and service oriented manner which requires strong customer service as well as written and oral communication skills.
* Maintain a warm and friendly demeanor at all times.
* Must be able to speak, read, write and communicate in English to adequately perform the duties of the job.
* Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
* Must be able to multitask, delegate and prioritize to meet deadlines.
* Attend all hotel required meetings and trainings.
* Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
* Must be able to maintain confidentiality of information.
* Must be able to show initiative, including anticipating guest or operational needs.
* Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform/attire and nametag.
* Comply with company, hotel and brand standards and regulations to encourage safe and efficient hotel operations.
* Employee must be able to maintain standards of attendance and punctuality and must be able to work varying schedules that include evenings, weekends, holidays and extended hours as business dictates.
Education & Experience:
* High School diploma/GED or equivalent education/experience required.
* Experience in a hotel or a related field preferred.
* 2+ years of front desk experience required.
* Computer experience with basic proficiency in Microsoft office and hotel property management systems required.
Physical Requirements
* While performing the duties of this job, the employee is required to stand, walk, balance, reach, push, pull, lift, grasp, feel, talk, hear, see, smell, taste, climb in and out of vehicle and perform repetitive motions that require manual dexterity during and throughout their shift.
* This position requires the exertion of up to 50 pounds of force and lifting up to 50 pounds occasionally.
* The employee is required to have visual acuity to prepare and analyze data and figures, operate machinery, tools and vehicles, view computer terminals, determine accuracy, neatness and thoroughness of work quality, and make general observations of facilities.
* This position is primarily indoors and may subject the employee to high or cold temperatures from machinery and moderate noise level and require frequent use of computers, 10 key touch, copiers, facsimiles, keyboards, telephones and other devices like radios and headsets.
We offer great benefits and perks. Medical, dental, vision, ancillaries, sister property hotel discount, housing based on availability, and much more.
