Description

Team Members are expected to always display Core Hotels & Resorts’ Core Values:

1. Be incredibly friendly & positive
2. Serve & respect others
3. Be smart about our business
4. Enthusiastically reimagine

SUMMARY: The Front Office Supervisor is primarily responsible for overseeing all guest interactions and going above and beyond to exceed guest requests.  The Front Office Supervisor will aid in developing skills and abilities in Guest Service Agents in efforts to create and maintain a memorable guest experience.  As the Front Office Supervisor, you assist the Front Office Manager with bringing this group to a cohesive team focused on providing our guests excellent service while maintaining all brand standards.

Essential Job Functions:

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge at all times of:
  • all hotel features/services, hours of operation.
  • all room types, numbers, layout, decor, appointments and location.
  • all room rates, special packages and promotions.
  • daily house count and expected arrivals/departures.
  • room availability status for any given day.
  • scheduled in-house group activities, locations and times.
  • all hotel and departmental policies and procedures.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Ensure that staff report to work as scheduled. Document any late or absent employees.
• Coordinate breaks for staff.
• Assign work duties to staff.
• Constantly monitor staff performance in all phases of service and job functions.; rectify any deficiencies with respective personnel.
• Monitor the hotel front entrance and resolve any congested situations.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are followed up within specified minutes determined by property guidelines.
• Monitor guest mail and ensure that it is processed according to procedures.
• Monitor and ensure that scheduled shuttles run on time, covering when necessary. 
• Oversee shuttle drivers and ensure daily task list completion.
• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist staff with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
• Building and sustaining positive rapport and/or relationships with guests.
• Assist guests with reports of lost/stolen articles, following hotel policy.
• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Ensure security of guest room access.

Associate is held accountable for all duties of this job and other duties as assigned.

Qualifications

Experience & Education:

• High school diploma or equivalent
• Prior hospitality experience required
• Any combination of education and experience equivalent to graduation from high school or any other combination of training or experience that provides the required knowledge, skills and abilities.
• Previous experience with Opera, On Q or similar property management system.

Job Requirements:

• Must be a United States citizen or possess a valid work permit
• Must be able to read, write, and speak English
• Excellent communication skills with the ability to negotiate, convince, sell, and influence prospects and hotel guests
• Must be able to accurately follow instructions, both verbally and written
• Must have basic computer skills including Microsoft Office
• Must be detailed orientated and work well under pressure
• Must be able to work in a fast paced environment
• Must be professional in appearance and demeanor
• Ability to work a flexible schedule that may include evenings, weekends and holidays. Schedules are based on occupancy levels and business of hotel
• Must have the ability to deal effectively and interact well with employees
• Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner
• Understanding of the positioning of the hotel, the services provided, and how the hotel can meet the needs of clients
• Possess strong motivational, organizational and verbal communication skills.
• Requires a valid Driver’s License

Working Conditions:

• Must be able to stand on feet throughout the shift, with intermittent periods of walking
• Must be able to occasionally lift, carry, push & pull up to 50 lbs with assistance
• Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.
• Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis
• While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, heat)
• Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, heat)

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow other instructions and perform other work-related duties requested by his or her supervisor.

Core Hotels & Resorts is an Equal Opportunity Employer (EOE)

Salary : $18 - $20