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Front Office Supervisor

3 months ago

Kansas City, United States Arbor Lodging Management Full time

Arbor Lodging is a leading hotel investment and management company with a growing portfolio of hotels across the United States. We have been entrusted by numerous partners and are approved managers for Marriott, Hilton, Hyatt, and IHG. Our culture is focused on connecting our guests with exceptional experiences. We are people-focused, data-driven, and accountable-to our guests and our clients.

Summary:

The Front Office Supervisor is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives. They are the lead front desk support for the Operations Manager, assisting with the accounting and human resources functions of the Front Office. The main focus of the role is the training, supervising, and scheduling of the front desk team. They will serve as the lead point person with regard to the Front Desk technology systems and in-house guest marketing initiatives. They will also represent the hotel with all guests in absence of the Front Office Manager. Will also function as a Guest Service Agent.

Duties & Responsibilities:

  • Respond to guest surveys.
  • Group blocking.
  • Pre-arrival guest communication and answering phones.
  • Ensure all staff is properly trained on all front desk operations, hotel facilities and services, local directions and safety and emergency procedures. Ensure all staff has the supplies needed to effectively carry out their job functions
  • Supervise the front desk and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information
  • Responsible for the supervision of the security of cash, credit card transactions, and guest information
  • Supervise the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing. Work with the hotel's property management system to maximize revenue through occupancy and rate adjustments based on market conditions
  • Establish effective Front Desk communication and information system through logs, department meetings, and one-on-one interaction with the staff
  • Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
  • Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner
  • Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management
  • Register guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner
  • Supervising the accurate processing all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned cash bank(s)
  • Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
  • Ensure compliance with federal, state and local laws regarding health, safety, and alcohol services
  • Perform other duties as assigned by manager or supervisor
Requirements

Qualifications:
  • High School diploma or equivalent required
  • Two years of previous hotel front desk experience preferred
  • Ability to speak, read, and write fluent English; other languages beneficial
  • Professional verbal and written communication skills
  • Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred
  • Problem solving, reasoning, motivating, organizational and training abilities preferred
  • Experience with Microsoft Office Suite and OnQ PMS systems
  • Frequently standing up, bending, climbing, kneeling, and moving about the facility
  • Carrying, lifting or pulling items weighing up to 50 pounds
  • Frequently handling objects and equipment
  • Open schedule availability required including: mornings, evening, weekends, and holidays
Benefits:
  • Competitive salary
  • Annual review with increase potential
  • 401k program with company match
  • Health, Vision, Dental
  • Hilton Travel Discounts
Arbor's Guiding Principles:

Arbor Lodging focuses on Five Guiding Principles to foster a culture where growth, development, and progression thrive within the properties:
  • Do the Right Thing - Operate and act with integrity in all you do even when it is not convenient.
  • Lead with Heart - Be kind, passionate and hospitable.
  • Be Accountable - Take ownership and deliver results.
  • Aim Higher - Go above and beyond to exceed expectations and pursue thoughtful change.
  • Celebrate Differences - Embrace diversity; respect individual opinions and ideas.


Arbor Lodging Management provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Arbor Lodging Management complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.