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Front Office Supervisor

1 month ago

Brooklyn, New York, United States Hampton Full time
Job Overview

The Front Office Supervisor is responsible for overseeing front office operations at Hampton Hotels. This role provides exceptional guest service, guidance, and leadership to ensure consistent customer satisfaction. The Front Office Supervisor works with various departments to resolve guest calls, requests, and concerns. They assist management in hiring, training, scheduling, evaluating, counseling, disciplining, motivating, and coaching employees. This role is a key leader and role model, responsible for managing front office operations to achieve customer satisfaction, quality service, and compliance with corporate/franchise policies and procedures.

The Day-to-Day
  • Check all hotel guests in and out in a confident, professional, and personalized manner.
  • Welcome and register hotel guests, explain the accommodations, and establish the credit or method of payment.
  • Demonstrate a thorough knowledge of hotel information, including room categories, room rates, packages, promotions, amenities, the local area, and other general product knowledge, and answer guest inquiries.
  • Communicate effectively, both orally and in writing, to provide clear direction to staff.
  • Assign and instruct team members accordingly; observe performance and encourage improvement and growth.
  • Maintain regular attendance in compliance with LodgeWorks' standards as required by scheduling, which varies according to hotel needs.
  • Comply with LodgeWorks' standards and regulations to encourage safe and efficient hotel operations.
  • Take hotel reservations accurately and efficiently.
  • Ensure that immediate response is given to every guest comment and concern to ensure it is resolved in a timely, friendly, and efficient manner.
  • Maintain accuracy with all accounting, cash handling, and billing procedures.
  • Handle cash, make change, and balance an assigned house bank.
  • Be familiar with and follow tax-exempt policies and procedures.
  • Ensure that all calls are answered in a courteous, professional, and efficient manner.
  • Work harmoniously and professionally with co-workers and supervisors.
  • Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for the team and other associates. Know and communicate hotel emergency procedures; inform and assist guests in emergencies.
  • Use hotel communication tools to log and notify fellow associates and supervisors of pertinent information.
  • Ensure that the front desk team is trained in and follows financial control procedures for cash, vouchers, inventories, receivables, and key control policies.
  • Ensure that all shifts are appropriately staffed based on business levels.
  • Assist in any other task or duties as requested by management.

Who You Are
  • A team player with a heart for hospitality.
  • An entrepreneurial spirit with innovative ideas.
  • A long-term thinker with a focus on customer satisfaction.
  • A customer-focused individual with guests, clients, and employees at the forefront of their thinking.
  • Nimble and able to adapt to change quickly.
  • Committed to sharing and togetherness and value the family mindset of our organization.
  • Aware that a good reputation is a huge asset to a hotel and committed to being a representative of that great reputation.
  • An excellent communicator.
  • Naturally curious and value listening to solve problems.
  • Comfortable following directions, guidelines, and work objectives.
  • Capable of exerting up to 40 pounds of force occasionally.
  • Capable of standing for an entire or shift or for an extended amount of time.
  • Capable of reaching overhead, utilizing both hands, leaning over, stooping, and kneeling.
  • A plus: Practiced, with six months' related experience in hospitality or a service industry.
  • A must: Eager to be part of a great work culture and team.

Benefits
We are proud to offer competitive wages and the following benefits for full-time employees: PTO:
  • Hotel and restaurant discounts available at select LodgeWorks properties
  • Health, vision, and dental benefits
  • 401(k) plans with matching contributions
  • Paid holidays
  • Short-term and long-term disability (company-sponsored)
  • Referral bonuses
  • Flexible spending accounts
LodgeWorks is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.