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Front Office Operations Supervisor

2 months ago

Fresno, California, United States Star2 Hotels Inc Full time
Job Overview

POSITION SUMMARY:

The Front Office Operations Supervisor is responsible for overseeing all front desk activities and ensuring the efficient execution of front office responsibilities while collaborating with housekeeping and maintenance departments. This role involves managing the front desk, reservations, guest services, and telephone operations, as well as preparing monthly reports and budgetary plans for the front office.

KEY RESPONSIBILITIES:

  • Deliver exceptional customer service consistently.
  • Train, cross-train, and re-train front office staff during at least one shift.
  • Assess the performance of front office personnel.
  • Assist in the recruitment process for front office staff.
  • Ensure that all employees maintain a friendly, helpful, and courteous demeanor towards guests, management, and fellow staff.
  • Address and resolve guest concerns promptly and courteously.
  • Support the hotel manager in creating the front desk schedule.
  • Monitor staff breaks and ensure appropriate coverage during peak times.
  • Fill in at the front desk during unexpected absences to manage payroll costs effectively.
  • Uphold uniform standards for all front office employees.
  • Foster effective communication and relationships with all departments, including management, housekeeping, and maintenance.
  • Maintain control over master keys.
  • Ensure accurate room status information is communicated and maintained.
  • Review and finalize credit limit reports.
  • Oversee cashiers' daily check-ins and check-outs, verifying banks and deposits.
  • Enforce cash handling and credit policies diligently.
  • Conduct regular meetings with front office staff.
  • Maximize room revenue and occupancy by analyzing daily status, reviewing local events, and monitoring rate variances.
  • Keep track of high-balance guests and take necessary actions.
  • Monitor special requests and accommodations for VIP guests.
  • Maintain adequate supplies for front office operations.
  • Review daily reports generated by Night Audit for front office activities.
  • Examine the Front Office log book and guest feedback forms regularly.
  • Perform additional duties as assigned by management.

QUALIFICATIONS:

  • High School diploma or equivalent required.
  • At least 3 months of experience in customer service or front desk operations.
  • Ability to establish rapport with guests effectively.
  • Strong organizational and multitasking skills.
  • Excellent verbal and written communication abilities.

ADDITIONAL COMPENSATION:

  • Bonus opportunities available.
  • Compensation for off-duty calls.

HEALTH AND SAFETY MEASURES:

  • We provide hand sanitizers, masks, and gloves to ensure a safe working environment and protect against health risks.