Front Office Supervisor

The Front Office Supervisor is responsible for assisting in the oversight of the front desk associates and bell staff. Ensure all staff responds to guest requests in an attentive friendly efficient and courteous manner providing all guests with quality service prior to and throughout their stay while maximizing room revenue and occupancy. Respond to telephone and in-person inquiries regarding reservations hotel information and guest concerns. Serve as manager on duty during most nights and weekends. The Front Office Supervisor will promote an atmosphere that ensures customer and associate satisfaction. This position reports directly to the Front Office Manager and requires a strong attention to detail and the ability to effectively deal with guests other departments and team members.

JOB RESPONSIBILITIES:

• Welcomes and completes established check-in procedures for arriving guests on a daily basis in order to ensure guests are satisfied and in rooms as requested
• Answers inquiries and accepts reservations both in person and by telephone by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights increase occupancy and revenue.
• Communicates effectively both orally and in writing to provide clear direction to staff.
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Maintains a friendly cheerful and courteous demeanor at all times
• Respond to all guests requests problems complaints and/or accidents presented at the Front Desk or through phone calls in an attentive courteous and efficient manner. Follow up to ensure guest satisfaction.
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance monitor credit report and maintain close observation of daily
  house count. Monitor selling status of house daily i.e. flash report etc.
• Participate in required M.O.D. program as scheduled and complete checklist.
• Maintain a professional working relationship and promote open lines of communication with managers employees and other departments.
• Operate all aspects of the Front Office computer system including software maintenance report generation and analysis and simple programming.
• Ensure logging and delivery of all messages packages and mail in a timely and professional manner.
• Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department. .
• Ensure that employees are at all times attentive friendly helpful and courteous to all guests managers and other employees.
• Focus the Guest Services Department on their role in contributing to the Guest Satisfaction Scores
• Monitor all V.I.P.s special guests and requests.
• Review Front Office log book and Service Recovery log on a daily basis.
• Be familiar with all corporate/sales sponsored programs such as special promotions and offers and arriving V.I.P.s on a daily basis
• Performs other duties as assigned requested or deemed necessary by management
  
  

Job Requirements

• Requires working knowledge of Front Desk and the hotels services policies and operations. Working knowledge is generally learned on-the-job.
• Requires supervisory skills.
• Ability to communicate information and hotel services to management and guests.
• High school education or equivalent experience.
• At least 2 years related front office experience
• Must have the ability to communicate in English both written and spoken
• Must be able to work weekends and holidays.
• Ability to stand during entire shift.

Benefits:

• Health Insurance

• Dental Insurance

• Vision Insurance

• Life Insurance

• 401(k)

• Short Term Disability

• Free Associate Parking

• Free Meal for every shift worked

• 25% Discount on Resort Outlets

• Hotel Discounts with OPL

• Friends and Family Discount
  Job Requirements

• High school diploma or equivalent

• At least 2 years of luxury resort Front Office Manager experience required

• Opera experience preferred

• Flexible schedule to include evenings weekends and holidays

• The position requires effective time management and strong leadership communication skills. Must have the ability to communicate in English both written and spoken

• Will work efficiently in a multi-task environment with numerous departments throughout the hotel. Excellent guest service is a must!

This is a great opportunity to be a part of an organization that believes our team members are our most important resource and therefore take great pride in selecting individuals that help us to achieve our companys mission.

The company also conducts post-offer employment verifications motor vehicle and criminal background checks.

We are an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices on the basis of race sex age handicap religion national origin or any other basis prohibited by applicable law.