Front Office Supervisor

Primarily supervises front office team members to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction. Responds in a professional and courteous manner to arriving, departing by providing accurate and timely information and services. A supervisor is a role model, sharing their expertise and continually inspiring the front office team.

• Able to make reasonable and professional decisions. Accurately manage cash drawer and credit card system. Communicate pertinent shift information to the next shift and direct supervisor.
• Resolve customer issues, complaints, and problems in a quick and efficient manner to obtain a high level of customer satisfaction and quality service.
• Assist and guide the front office staff through their daily duties and responsibilities. Train Front Office staff as designated and outlined in the Front Office Training Procedures.
• Maintain a positive work environment.
• Check guests in and out of the hotel in a courteous and pleasant manner. Use the appropriate phrases and greetings when interacting with guests. Conduct self in a friendly and attentive manner during all guest encounters.
• Offer assistance to the individual needs and requests of all guests. Ensure guest needs are responded to in a timely and efficient manner. Provide information pertaining to available services and facilities of hotel, points of interest and entertainment attractions, making reservations as needed.
• Use proper telephone and reservation etiquette including describing the hotel, proper rate quotation and capturing reservations. Operate phone system in, at times, a fast-paced environment.
• Required to be knowledge, understanding, and adhere to Company Core Values and Mission Statement. Lead by example.
• You are responsible for working in a safe and conscientious manner adhering to all safety policies and procedures.
• Always maintain a clean and safe working environment.
• Other duties as assigned.

• Standard office equipment including telephone, computer, printer, copier, calculator, fax, and computer programs including Microsoft Word, Excel, PowerPoint, and email.
• Formal uniform.

• Walking and standing (90%)
• Sitting at desk (10%)
• Computer work (50%)
• Works indoors (90%); outdoors (10%)
• Works varied hours/days/holidays based on business needs

• Two years prior experience in customer service in a high-paced, detail-oriented position, preferably luxury hotel environment.
• The individual aspiring to be in this profession should be able to deal with internal and external customers with high levels of patience, diplomacy, and tact.
• Able to do fast calculations and have basic knowledge of math to perform complex calculations fast.
• Excellent organization and management skills, effective communication skills, ability to function well in pressure situations.
• High School Diploma or GED required. Bachelor’s degree in Hospitality or related field preferred.

• The individual aspiring to be in this profession should be able to deal with internal and external customers with high levels of patience, diplomacy, and tact.
• Able to do fast calculations and have basic knowledge of math to perform complex calculations fast. He/she should be a good observer and should be able to detect the possible signs of danger or emergencies.
• Able to maintain effective working professional relationship with the associates.
• Excellent organization and management skills, effective communication skills, ability to function well in pressure situations, etc., are some of the other required skills.