Guest Services Manager

2 weeks ago

Charleston, West Virginia, United States Holiday Inn Express Charleston Full time
WE ARE HIRING - As we approach the completion of our extensive renovation, we are seeking an exceptional Front Office Supervisor to guide the team at Holiday Inn Express Charleston.

POSITION SUMMARY:

The Front Office Supervisor oversees all front desk staff and ensures the effective execution of front office responsibilities. This role involves directing and coordinating activities related to guest services, reservations, and telephone operations. Additionally, the supervisor prepares monthly reports and manages the budget for the front office department.

FRONT OFFICE SUPERVISOR DUTIES AND RESPONSIBILITIES:
  1. Conducts training, cross-training, and re-training for all front office staff.
  2. Involved in the recruitment process for front office personnel.
  3. Creates staff schedules for the front office team.
  4. Oversees workload distribution during shifts.
  5. Assesses the performance of each front office employee.
  6. Maintains effective communication and relationships with all departments.
  7. Manages master key control.
  8. Ensures accurate room status information is maintained and communicated.
  9. Addresses guest issues promptly, efficiently, and courteously.
  10. Updates group information and prepares group requirements, relaying necessary details to relevant personnel.
  11. Reviews and completes credit limit reports.
  12. Operates within the allocated budget for the front office.
  13. Receives handover information from the previous shift manager and communicates essential details to the incoming manager.
  14. Checks cashiers in and out, verifying banks and deposits at the end of each shift.
  15. Enforces all cash-handling, check-cashing, and credit policies.
  16. Conducts regular meetings with front office staff.
  17. Maintains uniform standards for all front office employees.
  18. Upholds the hotel's commitment to exceptional hospitality.
  19. Prepares performance reports related to front office operations.
  20. Maximizes room revenue and occupancy by analyzing daily status, rate variances, and monitoring credit reports.
  21. Monitors high balance guests and takes appropriate actions.
  22. Ensures compliance with all hotel policies and house rules.
  23. Operates all aspects of the Front Office computer system, including software maintenance and report generation.
  24. Prepares revenue and occupancy forecasts.
  25. Ensures timely and professional logging and delivery of messages, packages, and mail.
  26. Guarantees that all employees are attentive, friendly, helpful, and courteous to guests and colleagues.
  27. Monitors special requests and accommodations for V.I.P guests.
  28. Maintains adequate supplies of front office and stationary materials.
  29. Reviews daily front office work and activity reports generated by Night Audit.
  30. Examines the Front Office log book and guest feedback forms daily.
  31. Maintains an organized filing system with documentation of purchases, schedules, forecasts, and reports.
  32. Performs additional duties as assigned by management.
PREREQUISITES:

EDUCATION:

A minimum of a two-year college degree is required. Proficiency in reading, speaking, writing, and understanding the primary language used in the workplace is essential.

EXPERIENCE:

At least one year of supervisory experience in hotel front desk operations, including cash handling, accounting procedures, and general administrative tasks.

BENEFITS:

NorthPointe Hospitality provides a comprehensive benefits package, including a 401k plan with a fully vested employer match, health, vision, dental coverage, and paid time off.

Additionally, NorthPointe Hospitality offers a Daily Pay Option, allowing employees to make secure, instant transfers of earned wages before payday, available 24/7/365.

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