Front Office Supervisor

2 weeks ago

Northampton, United States Quality Inn and Suites Full time

**Are you currently a Guest Service Representative? Are you looking to take the next step in your hospitality career? We are currently looking for a Front Office Supervisor to assist in leading our team**

**DUTIES AND RESPONSIBILITIES**
- Ensure hotel consistently exceeds guest service expectations and achieves excellent guest satisfaction metrics. Review GSS scores and help management come up with procedures to solve the guest issues.
- Manage traditional front desk responsibilities including answering phones, guest check-in/check-out, and managing guest billing and payment collection.
- Management of Front Desk daily operations and reporting to Operations Manager.
- Understand all front desk shifts policies and procedures including night audit.
- Work with management team to insure group requests and requirements are taken care of before and after check in.
- Anticipate and address guest service needs and effectively resolve guest requests and complaints according to hotel standards.
- Manage special requests including guest laundry, mail, package delivery, safe deposits, housekeeping requests and wake up calls. Insure that request logs are being used and completed.
- Maintain organized records of guest communications and requests for management and future shifts.
- Develop deep knowledge of hotel property, local area and amenities, and other information required to deliver excellent customer service.
- Keep front desk and work areas clean and organized at all times.
- Understand and follow guest safety and security policies and procedures.
- Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model.
- Handle other duties as directed by the Operations manager or general manager.

**QUALIFICATIONS AND REQUIREMENTS**
- Passionate about interacting with people and serving others.
- Excellent communication, motivational and leadership skills.
- Strong organizational skills and attention to detail.
- Flexible schedule (evening, weekend and holiday availability are required).
- Able to handle stressful situations and solve problems in a calm, professional manner.
- Physically able to perform all job responsibilities including standing for extended periods
- Strong computer skills.
- High school diploma or equivalent.
- A minimum of 1 Year experience in hospitality front desk.

**Benefits**:

- Dental insurance
- Vision insurance

Schedule:

- Monday to Friday
- Weekends as needed

Work setting:

- In-person

Work Location: In person

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