Front Office Supervisor

1. Must be courteous and gracious maintaining a professional demeanor at all times
2. Establish and maintain good communications and teamwork with fellow colleagues and other departments within the hotel
3. Adhere to all standards of operations policies and procedures manuals memos and verbal instructions
4. Inspects all areas of responsibility in the Rooms Division
5. Ensure all staff is properly trained on systems security and cash handling procedures and service standards (check-in/ check-out standards) and have the tools and equipment needed to effectively carry out their job functions
6. Ensure staff understands their job expectations before holding them accountable
7. Resolve customer complaints (in person by phone or through written message) from all areas of the hotel handling all guest interactions with the highest level of hospitality and professionalism accommodating special requests whenever possible
8. Assist customers in all inquiries in connection with hotel services hours of operations key hotel personnel in-house events directions etc.
9. Respond to all guest requests in person and by phone in an accurate and timely manner
10. Work closely with Reservations Sales and the Front Office to maximize rate occupancy and total revenue
11. Manage day-to-day operations and assignments of the front office staff; schedule plan and assign work.
12. Assist in the development and communication of departmental strategies goals policies and procedures
13. Monitor front office staff to ensure guests receive prompt professional attention and personal recognition and ensure guests are greeted upon arrival
14. Implement and enforce appropriate service recovery guidelines in order to ensure total guest satisfaction
15. Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel brand and Company and develop action plans to correct any deficiencies
16. Analyze guest satisfaction data and develop and assist in plans to achieve established goals related to guest satisfaction scores front desk activities guest loyalty
17. Maintain procedures for security of monies credit and financial transactions and guest security and check billing instructions and guest credit for compliance with hotel credit policies
18. Assist in managing hotel revenue generation and maximization through full utilization of company systems business processes and specifications

1. High School diploma or general education degree (GED)
2. Two (2) years related experience in the hospitality industry preferred
3. Strong communication skills
4. Collaborative spirit
5. Ethical Conduct
6. Computer Proficiency: Microsoft Office Opera PMS
7. Positive Attitude
8. Eye for Detail
9. Problem solving abilities

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status protected veteran status or any other characteristic protected by law.