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Front Office Supervisor

2 months ago

California, United States Marc & Rose Hospitality Full time

Summary of Position The Front Office Supervisor will play a pivotal role in delivering a seamless and unparalleled experience for our esteemed guest. As the focal point of our guest services, you will oversee the front desk operations, ensuring seamless check-ins, check-outs, and personalized interactions that reflect the epitome of hospitality. Roles and Responsibilities Job duties include, although are not limited to:

Oversee the day-to-day operations of the front office, ensuring a smooth and efficient check-in/check-out process.

Implement and maintain the highest standards of service and guest satisfaction.

Foster a culture of exceptional guest services, ensuring every guest receives a warm and personalized welcome.

Address guest inquiries and concerns promptly, striving to exceed expectations.

Lead, mentor, and inspire the front office team, promoting a culture of excellence, professionalism, and teamwork.

Solicits colleague feedback, utilizes an “open door policy” and reviews colleague satisfaction results to identify and address problems or concerns.

Conduct regular training sessions to ensure our colleagues are well-equipped with product knowledge and service standards, specifically Forbes standards.

Collaborate with housekeeping, concierge, and other departments to ensure a seamless and integrated guest experience.

Communicate effectively with various departments to address guest needs and enhance overall satisfaction.

Ensures that regular, ongoing communication is happening in Department (e.g., pre-shift briefings, staff meetings)

Foster strong guest relations, respond to guest feedback, and address any concerns or issues with professionalism and in a timely manner.

Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.

Responds to and handles guest opportunities and complaints.

Stays visible and interfaces with guests on a regular basis to obtain feedback on quality of product, service levels and seamless luxury experience.

Stay abreast of industry-leading technology and systems to enhance front office operations.

Oversee the use of reservation systems, check-in/check-out processes, and guest communication platforms.

Assist in budget development and financial planning for the front office department.

Implement cost-control measures while maintaining exceptional service quality.

Source: Marc & Rose Hospitality

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