What are the responsibilities and job description for the Front Office Supervisor position at Castle Rock Asset Hospitality Management LLC?
OVERVIEW:
The Front Office Supervisor is responsible for working alongside management to oversee the day-to-day operation of the Front Office and ensure consistent delivery of high-quality service to our guests. In this position, you will handle a combination of duties including check-in and check-out processes, answering questions, keeping record of room availability and guest accounts, making, confirming and cancelling reservations and computing bills and collecting payment upon check-out. You will also review and complete all logs and necessary reports for each shift. Your previous experience along with your unmatched guest service and communication skills will help you handle guest inquiries and requests and resolve any complaints. Above all, you will keep the team motivated through your energetic, positive leadership style while leading them to exceed guest expectations and deliver exceptional service.
ESSENTIAL FUNCTIONS:
Welcome and acknowledge guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
Speak using clear and professional English; answer telephones using appropriate etiquette.
Complete designated cashier and closing reports in the computer system.
Assist management in training, evaluating, counseling, disciplining, and motivating and coaching employees; serve as a role model and first point of contact of Open Door Policy process.
Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
Process all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and activating and issuing room key.
Sell a room/accommodation to guests without reservations based on availability.
Ensure rates match market codes and that any exceptions are documented.
Ensure checks that come from outlets are scanned and charged to room.
Review shift logs/daily memo books and document pertinent information in logbooks.
Contact appropriate individual or department as necessary to resolve guest call, request, or problem.
Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees.
Comply with quality assurance standards.
Follow company and department policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; wear nametag; maintain confidentiality of proprietary information; protect company assets.
Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Stand, sit, or walk for an extended period of time.
Have access to reliable transportation and follow attendance policy
ADDITIONAL POSITION DUTIES:
Respond to any reasonable task assigned by Front Office Managers.
Assist in other areas of the operation as needed.
Notify Loss Prevention/Security of any reports of theft.
All other duties as assigned.
OTHER:
Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled mandatory training sessions and meetings is required.
Upon employment, all employees are required to fully comply with policies and procedures for the safe and effective operation of the hotel’s facilities.
The above statements are intended to describe the general nature and level of work being performed by employees. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.
