Front Office Operations Supervisor

1 week ago

SaintAubinsurGaillon, Normandie, United States Hampton Inn & Suites Full time

Job Title:
Front Office Operations Supervisor

Reports to:
General Manager

Job Purpose


The Front Office Operations Supervisor plays a pivotal role in supporting the Front Office Manager in overseeing and coordinating the functions of the front desk, reservations, guest services, and shuttle operations. The primary objective is to optimize revenue generation while ensuring exceptional guest experiences and maintaining high team morale.


Duties and Responsibilities

Operational Responsibilities

  • Oversee and nurture the development of all front office personnel, including front desk associates and shuttle drivers.
  • Facilitate training, cross-training, and re-training initiatives for front office staff in collaboration with the Front Office Manager.
  • Manage the scheduling of front office team members.
  • Implement and uphold company policies and procedures.
  • Supervise workload distribution during shifts.
  • Assist the Front Office Manager in evaluating the performance of each front office team member.
  • Foster effective communication and maintain strong working relationships with all departments.
  • Maintain control over master key access.
  • Ensure accurate room status information is consistently maintained and communicated.
  • Verify that shift bucket checks are conducted.
  • Address guest concerns promptly, efficiently, and courteously.
  • Update group information and manage group requirements, relaying pertinent details to the appropriate personnel.
  • Review and finalize credit limit reports.
  • Communicate with all Managers on Duty to ensure proper information flow regarding front office matters.
  • Ensure front office banks are counted per shift, investigating and resolving any discrepancies.
  • Assist the sales department by entering room blocks as needed.
  • Investigate any discrepancies in cash deposits.
  • Enforce all cash-handling, check, and credit policies.
  • Participate in monthly departmental meetings.
  • Uphold the hotel’s commitment to excellence in service.
  • Prepare performance reports related to front office operations as required by the Front Office Manager.
  • Maximize room revenue and occupancy by reviewing daily status reports, analyzing rate variances, and monitoring credit reports.
  • Monitor high balance guests and take appropriate actions.
  • Ensure timely and professional logging and delivery of messages, packages, and mail.
  • Cross-check billing instructions for accuracy.
  • Handle reservations as necessary.
  • Answer incoming calls in a professional and courteous manner.
  • Ensure team members are consistently attentive, friendly, and helpful to all guests and colleagues.
  • Monitor special requests and needs of VIP guests.
  • Maintain required inventory levels of front office supplies.
  • Review daily reports generated by night audit for accuracy.
  • Follow up on the Guest Service Recovery Log daily.
  • Ensure compliance with all brand standards consistently.
  • Achieve monthly goals for Reward Club enrollments.
  • Strive for an OSAT score of 95 or higher for front office operations.
  • Actively participate in weekly Revenue Management meetings.

Financial Responsibilities

  • Possess a comprehensive understanding of the budgeting process and P&L analysis.
  • Assist the Front Office Manager in preparing revenue and occupancy forecasts.
  • Demonstrate a full understanding of the DayStar report.

Guest Relations

  • Exhibit proactivity and urgency in addressing guest concerns.
  • Be readily available and approachable to all guests.
  • Engage with guests frequently to gather feedback on their experiences.
  • Anticipate the needs of guests during peak arrival/departure times or for high-profile visitors to ensure flawless service delivery.

Team Interaction

  • Encourage mutual respect and cooperation among team members.
  • Foster an environment that promotes empowerment, motivation, teamwork, and a passion for excellent service.
  • Participate in mandatory monthly departmental meetings.
  • Communicate effectively with all team members across the property.
  • Respond promptly to requests and concerns from Department Heads.
  • Attend weekly Leadership Meetings in the absence of the Front Office Manager.
  • Maintain professionalism and courtesy towards team members at all times.

Company Policies & Procedures

  • Adhere to safety policies and procedures to ensure a secure working environment for all team members.
  • Ensure departmental compliance with all brand standards related to front office operations.
  • Guarantee that team members are adequately trained and meeting company/brand standards.

Human Resources

  • Monitor and manage team member turnover by actively engaging in operations to identify and address deficiencies and morale issues.
  • Assist the Front Office Manager in the recruitment and training of all front office team members.
  • Support the Front Office Manager in conducting team member evaluations.
  • Ensure that all HR matters are handled in accordance with hotel policy.
  • Promote fair and respectful treatment of all employees.
  • Build rapport with team members through open communication.
  • Assist the Front Office Manager in ensuring competitive pay and benefits.
  • Celebrate team member successes.
Perform all other duties as assigned by the General Manager

Qualifications

  • Minimum of one year of supervisory experience in a front office setting at a similar property.
  • Strong analytical and computer skills.
  • Well-organized, detail-oriented, and excellent in follow-up.
  • Exceptional communication skills, both internally and externally.
  • Ability to adapt to a dynamic environment.
  • Proven track record of motivating associates to meet and exceed goals while delivering high-quality service.
  • Basic understanding of budgeting and forecasting processes.
  • Demonstrated ability to mentor and develop team members.
  • Able to handle progressive disciplinary actions professionally.
  • Willingness to work flexible hours, including weekends, holidays, and late nights.
  • Maintain a professional appearance at all times.
  • Able to multitask and thrive in a fast-paced environment.

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