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Guest Services Team Leader

2 months 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 crucial role in assisting the Front Office Manager in overseeing and coordinating the functions of the front desk, reservations, guest services, and transportation services. The primary goal is to optimize revenue while ensuring guest satisfaction and maintaining a positive work environment for associates.


Duties and Responsibilities

Operational Responsibilities

  • Supervise and nurture the development of all front office personnel, including front desk agents and shuttle drivers.
  • Provide training, cross-training, and re-training for all front office staff in collaboration with the Front Office Manager.
  • Manage the scheduling of front office staff to ensure adequate coverage.
  • Implement and uphold company policies and procedures.
  • Oversee the workload distribution during shifts.
  • Assist the Front Office Manager in evaluating the performance of each front office team member.
  • Maintain effective communication and working relationships with all departments.
  • Ensure master key control is maintained.
  • Verify that accurate room status information is consistently communicated.
  • Ensure that shift bucket checks are conducted properly.
  • Address guest concerns promptly, efficiently, and courteously.
  • Update group information and manage group requirements, relaying necessary details to relevant personnel.
  • Review and finalize credit limit reports.
  • Communicate with all Managers on Duty to ensure proper information flow regarding front office matters.
  • Confirm that front office banks are counted per shift and investigate any discrepancies.
  • Input room blocks for the sales department 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 exceptional 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, 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.
  • Assist with reservations as needed.
  • Answer all 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.
  • Responsible for maintaining an OSAT score of 95 or higher for the front office.
  • Attend and 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.
  • Understand the DayStar report thoroughly.

Guest Relations

  • Proactively address guest concerns with a sense of urgency.
  • Be readily available and approachable to all guests.
  • Engage with guests frequently to gather feedback on their experiences.
  • Anticipate the needs of guests during busy arrival/departure periods to ensure seamless service.

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 safe working environment for all team members.
  • Ensure departmental compliance with all brand standards related to front office operations.
  • Guarantee that team members are properly trained and meeting company/brand standards.

Human Resources

  • Monitor and manage team member turnover by being actively involved in operations to identify deficiencies and address employee concerns promptly.
  • Assist the Front Office Manager with the hiring 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 according to 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 principles.
  • Demonstrated ability to mentor and develop team members.
  • Able to manage 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.