POSITION SUMMARY:

The Front Office Supervisor is responsible for assisting the Front Office Manager with the overall operations of the Front Office department to include the guest service agents, telephone, bell services and supervisory staff.

QUALIFICATIONS:

• 1+ years of hotel management or leadership experience
• 1+ years of hotel operations experience
• Strong interpersonal skills and works well with others.
• Ability to creatively resolve challenges using business acumen skills and discretion.
• Demonstrates self-confidence, energy, and enthusiasm.
• Desire to serve people.
• Must have flexible work schedule that may include evening, weekends, nights, and holidays.

EDUCATION:

High School Diploma / GED required. Higher education degree in hospitality management or related field or equivalent work experience a plus.

• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all company standards are being applied.
• Courteously answers inquiries and accepts reservations by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room rates, increase occupancy and revenue.
• Assist in coordinating guest service efforts to include group arrivals and departures, and guest transportation, while maximizing the guest experience through top quality customer service.
• Track guest satisfaction surveys and maximize usage of the guest response tracking system.
• Assist with training of all new employees, and ongoing training of existing employees, including cross training for all positions. Continually monitor, evaluate, and revise training content to reflect changes in the process; address the needs identified by associates.
• Communicate both verbally and in writing to provide clear direction to staff.
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
• Maintain all front desk related equipment and a par stock of supplies.
• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
• Perform any other job-related duties as assigned.