Front Office Supervisor

2 months ago

Minneapolis, United States Choice Hotels Full time

Choice Hotels International, Inc (NYSE: CHH) is one of the largest lodging franchisors in the world. A challenger in the upscale segment and a leader in midscale and extended stay, Choice® has more than 7,400 hotels, representing over 625,000 rooms, in 45 countries and territories. A diverse portfolio of 22 brands that run the gamut from full-service upper upscale properties to midscale, extended stay and economy enables Choice® to meet travelers' needs in more places and for more occasions while driving more value for franchise owners and shareholders. The award-winning Choice Privileges® loyalty program and co-brand credit card options provide members with a fast and easy way to earn reward nights and personalized perks. For more information, visit www.choicehotels.com.

The ability to model Choice's Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity are key to our success in inspiring Loyalty, Growth, and the Hospitality Spirit.

Our managed hotels portfolio includes Radisson Blu, Radisson, Radisson Red, Park Plaza, and Country Inn & Suites by Radisson.

The role of Front Office Supervisor requires an individual the ability to provide superior guest service in a fast-paced, hotel environment, ensuring 100% guest satisfaction; overseeing PBX and Front Office Operations.

Are you RED?

  • You are a hotelier and leader - you know operations, you've managed teams of all sizes, you know how to motivate your squad to achieve amazing things, and least of all you understand budgets and profitability
  • You are passionate - about technology, innovation, creativity, art, music and fashion
  • You are social - you don't just understand the latest trends in technology and social media, you are on the leading edge and social technology is part of who you are
  • You are a change agent - change is part of you, you are part of change. Adaptability and resiliency is in your nature
  • You are a communicator - face to face or via social media, connecting with others is what you do best
Does the above describe you? Then we want to hear from you

To make our HR folks happy... below highlights of few of those typical 'responsibilities' and 'requirements' for this role.

Receives and processes incoming guests
  • Ensure a delightful, seamless arrival and departure for our guests.
  • Greets guest and processes hotel registration and other transactions
  • Keeps current on hotel accommodations, services and local attractions
  • Handles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction
  • Records resolutions to guest complaints on the "Make it Right" log
  • Works with other departments as appropriate to arrange for services requested by the guest
  • Stays current with developments in the hotel by reviewing and updating the communication log
  • Prepares end of shift summaries and communications for management and other shifts
  • Encourages day to day up selling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services and loyalty program
  • Makes reservations in accordance with hotel's yield management practices
  • Processes customer credit at check-in in accordance with hotel policy and data privacy policy standards
  • May be responsible for answering and fielding all calls to the hotel, both internal and external
  • Identifies and records special billing instructions and notifies Accounting
  • Obtains appropriate approvals and signatures for guest transactions
  • Follows hotel policy on cash banks
  • Maintains confidentiality of guest information
Supervises Front Office Operation and Employees
  • Assists Management in scheduling, training and evaluating front office employees
  • Provides on-going feedback and guidance to front office employees
  • Monitors front office processes and suggests improvements to management
  • Serves as model of exemplary customer service for other front office employees
  • Ensures through reporting and observation that billing and cash are handled according to hotel procedures and good accounting
  • Completes detailed shift reports
  • Pro-actively prepares for hotel events to provide great customer service
  • Stocks and replenishes front office tools and materials
Develops and implements strategies and practices which support employee engagement
  • Communicates performance expectations and provides employees with on-going feedback
  • Provides employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potential
Creates 100% guest satisfaction by providing the Radisson experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations:
  • Gives personal attention, takes personal responsibility and uses teamwork when providing guest service.
  • Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.
  • Provides Yes I Can genuine hospitality and teamwork on an ongoing basis.
  • Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction.
  • Performs other duties as required by management to provide 100% Guest Satisfaction and genuine hospitality to our Guests.
Performs other duties as required by management to provide 100% Guest Satisfaction and genuine hospitality to all guests

Requirement/Skills
  • Minimum two years in hotel front desk position required
  • Previous management experience required
  • Able to collaborate effectively with other hotel employees and managers to ensure teamwork
  • High school diploma or GED required, bachelor degree preferred
  • Strong organizational skills, critical thinking skills, problem solver
  • Strong computer systems skills including; reservations and reporting systems
  • Strong Microsoft Office suite and reporting system skills
  • Must work well in stressful, high pressure situations
  • Must be able to accurately follow verbal and written instructions and communicate effectively
  • Works well independently or as part of a team
  • Strong attention to detail
  • Strong mathematical and organizational skills required
  • Commitment to exceptional guest service
  • Willing to work a flexible schedule including weekends and holidays
  • Adheres to the policies and procedures of the hotel
Physical Demands
  • Ability to stand, stoop or bend for entire shift
  • Ability to lift up to 20 pounds


Other Information

The hotel business functions seven days a week, 24 hours a day. All associates must realize this fact and be aware that at all times it may be necessary to move associates from their accustomed shift and alter assigned duties as business dictates. In addition, this is a hospitality business, and a hospitable service atmosphere must be maintained at all times.
This position description is not intended to create, nor is it to be construed, as a contract of employment or a promise of employment. I understand that my employment is an "at-will" relationship and may be terminated by either party at any time, with or without notice.

We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, sexual orientation, gender identity, disability, veteran status, genetic information, or other protected class. Our locations are drug-free and pre-employment drug tests are required. Background checks are also required before employment begins. We participate in E-Verify and those who are ineligible to work in the United States will not be considered.
The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.

Ability to model Choice's Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity are key to our success in inspiring Loyalty, Growth, and the Hospitality Spirit.

Choice Hotels International is an equal opportunity employer and affirmative action employer. Employment practices and decisions are not influenced by an applicant's race, color, religion, sex, national origin, age, sexual orientation, gender identity or express, disability veteran status, genetic information or any other characteristic protected by law.

In compliance with the Immigration Reform and Control Act of 1986, this offer of employment is conditional upon your presenting documents verifying your identity and legal authorization to work in the United States. All offers of employment are conditional upon the satisfactory completion of a background check and E-Verify.

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