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Front Office Supervisor

2 months ago

Alexandria, United States Sage Restaurant Group Full time

Job Overview Supervises concierge staff ensuring an efficient operation producing excellent results for our customers. Provide information concerning the hotel and the city to the guests and service their immediate needs as thoroughly as possible. Create unique experiences for our guests in the market that create guest loyalty and support overall service experience. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Responsibilities Supervise the operations of the concierge to ensure an optimal level of service and hospitality is provided to the guests. Train, direct the work of, resolve issues/problems and coach and counsel the concierge team members to ensure a quality operation. If applicable, set-up and maintain continental breakfast buffet, honor bar and hors d'oeuvres. Provide information and assist guests concerning: restaurants, theater/musical productions, airlines, automobile, rentals, transportation directions, office services, beauty/barber establishments, any other appropriate services and render the services of reservations for such. Offer services of ticket agencies, limousine service and tour guide organizations to guests. Service each guest comment/complaint according to procedure -escort and service VIP guests. Qualifications Education/Formal Training High school education or equivalent experience. Experience 1 or more full years employment experience in a related position with this company or other organization(s). Knowledge/Skills Requires understanding of all hotel concierge procedures. Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills. Requires knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines. Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing. Physical Demands Ability to communicate information and hotel services to management and guests. Second language may be required. Ability to communicate in person and on telephone frequently. Ability to read written communiqués, analyzing reports and seeing monochrome computer screen. Excellent speech communication skills required for continual interaction with guests. Frequent use of phone. Excellent literacy necessary to analyze report data, prepare reports and initiate correspondence. Lifting of food and beverages on and off carts 15% of time, 20 lb. maximum. Pushing/pulling small cart. Bending and possibly kneeling required to set up/break down breakfast and/or hors d'oeuvres. Mobility -able to move food and beverages from kitchen up to Concierge Lounge in the elevator (round trip). Continuous standing 10% of time -communicating with guests. Sitting 40% of time, making reservations, dispensing information

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