Front Office Operations Supervisor

2 weeks ago

Chicago, Illinois, United States United Service Companies Full time
GENERAL OVERVIEW

Oversee the daily functions of the Guest Services team, ensuring a secure environment and high-quality services to achieve optimal guest satisfaction and financial performance. Guarantee that guests receive exceptional service upon their arrival at the hotel Front Desk, efficiently manage their check-in process, and provide any necessary assistance.

KEY RESPONSIBILITIES

Assist in the creation and facilitation of training sessions for hotel front office staff, focusing on guest service excellence and adherence to service standards.

Maintain open communication with the Front Office Manager regarding all guest and employee issues and challenges.

Support the Director of Operations and Front Office Manager with performance evaluations, disciplinary actions, and terminations as needed.

Coordinate guest service initiatives, including group arrivals and departures, as well as guest transportation, while enhancing the guest experience through exceptional customer service.

Ensure that the front desk team accurately calculates and posts financial transactions, guest accounts, and other forms of credit, adhering to established cash handling procedures to present guests with precise hotel charges at check-out and maintain accurate hotel records.

Respond courteously to inquiries and accept reservations in person and over the phone, effectively communicating hotel rates and information while utilizing suggestive selling techniques to boost occupancy and revenue.

Welcome and complete established check-in procedures for arriving guests daily, using both manual and computerized methods to ensure guest satisfaction and room assignments as requested.

Facilitate guest departures by following established procedures to finalize guest accounts and prepare rooms for the next guests.

Supervise and coordinate activities with valet services, taxi services, and airport connections to ensure the highest level of service quality.

Provide information and assist staff in recommending local restaurants, entertainment options, community events, and activities to maximize guest satisfaction.

Maintain positive customer relations by staying informed about in-house and local events to provide timely and knowledgeable responses to guest inquiries.

Manage all incoming reservation requests, focusing on securing sales and promoting the hotel at all times.

Maximize revenue during each phone and desk interaction by prioritizing high-value offers.

Operate PBX equipment to manage incoming calls, assist with outgoing calls, schedule wake-up calls, and page guests to deliver timely and efficient service.

Control cash transactions at the front desk, maintaining full responsibility for personal bank as outlined by hotel policy.

Address any guest complaints or issues promptly and professionally to ensure a high-quality guest experience.

Implement emergency training and procedures to safeguard the hotel's guests, staff, and assets.

Maintain a friendly, cheerful, and courteous demeanor at all times.

Perform additional duties as assigned or deemed necessary by management.

ADDITIONAL RESPONSIBILITIES

Maintain a professional appearance in business attire or uniform with a name tag at all times, exhibiting a friendly and approachable attitude.

Contribute to and maintain established communication channels, such as department and front desk logbooks, to enhance departmental operations.

Process all guest mail, messages, and faxes by receiving, sorting, notifying, and distributing to ensure timely and accurate delivery to guests.

SUPERVISORY FUNCTIONS

Oversee daily operations of Front Office staff, ensuring compliance with established hotel policies. Act as Manager on Duty during scheduled shifts in the absence of senior leadership.
  • Review and maintain the logbook at the desk for effective communication.
  • Manage and control keys at the front desk, including weekly key counts.
  • Assist with scheduling and training of new staff members.
  • Possess complete knowledge of the hotel's emergency procedures.
  • Maintain a clean, organized, and presentable work environment at all times.
  • Conduct monthly inventory of supplies.
  • Ensure all necessary supplies are available at the desk for daily operations.
  • Implement new procedures and policies as required.
  • Ensure completion of AM and PM shift checklists daily.
  • Assist in closing the day during overnight shifts.
  • Prepare for daily operations, including setup for walk-ins.
  • Handle advance deposit postings responsibly.
  • Research and resolve all no-show inquiries.
  • Review reservations from the previous day.
  • Enforce absenteeism and tardiness policies.
  • Administer the front desk incentive program.
  • Assume responsibility in the absence of the Front Office Manager.
  • Ensure accurate nightly rate processing.
  • Provide assistance to other employees and departments to enhance overall departmental and hotel performance.
QUALIFICATIONS: Knowledge & Skills

Comprehensive understanding of all front office procedures within the hotel.

High school graduate level mathematical aptitude, knowledge of standard cash handling procedures, and familiarity with Opera systems.

Previous experience in direct public interaction and a solid foundation in customer service skills.

Fluency in oral and written English is essential.

Ability to read written communications and operate a monochrome computer screen.

Hand and finger dexterity to operate computers, calculators, and telephones for cash handling and paperwork processing.

Excellent communication skills, both in person and over the phone. Proven leadership and innovation in team settings. Proficient computer skills, with strong verbal and written communication abilities. Required to act as a sales representative.

Familiarity with Opera is preferred but not mandatory. Proficient in operating a 10-key adding machine.

Education/Training:

Requires 3-5 years of experience in a hotel Front Office role. Previous supervisory experience in a service or hospitality environment is preferred. Training experience is highly valued.

Experience:

Minimum of two years of previous experience in a front office supervisory or managerial position, or a minimum of four years of front office experience in the hotel industry.

Physical Requirements

The physical demands and environmental factors described here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
  • Ability to stand for extended periods of time.
  • Repetitive use of hands, fingers, and forearms for computer operation.
  • Occasional sitting for paperwork completion.
  • Ability to push/pull carts as needed.
  • Ability to lift or move objects up to 20 lbs.
  • Continuous standing and walking for 4-5 hours at a time.
  • Repetitive movements including standing, walking, bending, kneeling, and navigating stairs.

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