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Front Office Supervisor

4 months ago

Nashville, United States Hyatt Hotels Corp. Full time

Come join our Hyatt family We are searching for someone like you who enjoys taking care of people We provide on-the-job training and enjoy watching our Colleagues grow with us. We offer great benefits including but not limited to Medical, Dental, Vision, 401k, Life Insurance, Short-Term Disability, Long-Term Disability, EAP, Tuition Reimbursement & Awesome Travel Perks

Job Overview:

Reports To: Front Office Manager

This position shall strive to provide exceptional service to both internal and external guests at all times. S/he will be responsible to assist in providing leadership, guidance and support to the front desk team in the areas of guest service, training, scheduling and performance management for the overall successful day-to-day operations. This position is fully committed to ensuring that all procedures are performed to the department and company standards and serve as an ambassador for the hotel.

Essential Functions

* Assist with the day to day supervision of the front office operations
* Be an expert and demonstrate knowledge of all services/features, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately
* Champion, promote and successfully track departmental and organizational initiatives e.g. upsell programs, etc.
* Ensure front desk agents properly complete required checklist items at the end of each shift
* Maintain and successfully execute departmental and hotel policies (to include but not limited to relocation procedures, safe deposit box procedures, auditing accuracy of cards with proper signatures, key control procedures, accurate billing, cashiering, safety, etc.)
* Instills a calm, organized approach when interacting in stressful situations
* Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction
* Ensure that sufficient staffing is present to meet the daily business demands
* Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent data
* Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction
* Assist management to train and successfully support and manage the talent of all new and existing team members
* Minimum of one year supervisory experience in a high volume setting preferred
* Previous hospitality experience in a Four Diamond quality organization preferred
* Previous experience with Windows, Office, and property management systems highly desirable
* Must be able to understand, speak, read, and write in the basic English language
* Ability to effectively communicate and provide directions in a clear, concise and professional manner in both verbal and written form
* Demonstrate ability to compute basic arithmetic
* Must be available to work, varied shifts and flexible schedules