Front Desk Supervisor

Description

Position Overview:

Reporting to the Director of Operations and working closely with the Assistant Front Office Managers, the Front Office Supervisor work supervises and oversees the daily operation of the Front Office ensuring a smooth arrival and departure experience for guests. This leadership role effectively handles guest inquiries, issues or requests and ensures they are promptly and efficiently resolved and supports and oversees the performance of the front desk on a daily basis. Previous experience in a supervisory role within the Front Office is preferred, however candidates who have proven success in a shift leadership of front desk role would also be considered for this position.

Essential Job Functions:

• Provide clear direction to Front Office staff, assigning work and instructing agents in details of work while enhancing team morale
• Observe and train Front Office staff performance and encourage improvement, ensuring productivity, efficiency and standards of service are exceeded
• Resolve customer issues and complications and determine effective solutions, including authorizing revenue allowances.  Make decisions based on good judgment, accommodating unusual circumstances
• Welcome and register guests into hotel, ensuring requests are fulfilled and following all special instructions
• Adhere to established security and credit policies and protocols, and guide Front Office staff on correct procedures
• Select and block rooms for arriving guests, pre-register individuals or groups as required, assist in escorting VIPs and return guests to their rooms as requested
• Check guests out of the hotel, make change, cash checks, and post charges to guest accounts
• Promote Fontainebleau Development and Courtyard marketing programs
• Maintain a balanced bank assigned from the hotel, handling cash and credit transactions with detail and accuracy
• Quote and maintain familiarity with room and rate availability for current and future dates and accept reservations, changes and cancellations as needed
• Work closely with all departments to coordinate the efficient handling of guest requests and inventory
• Handle hotel emergency procedures and situations with maturity and professionalism
• Perform tasks and projects as delegated by Front Office Management

• Other duties and responsibilities as assigned
• The employee may be expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description
• Maintain a safe work environment for co-workers and a safe hotel for guests

Qualifications

• High school diploma and on to three months related experience and/or training; or equivalent combination of education and experience
• 4 year degree in hospitality or business degree preferred
• Previous front office or hotel experience
• Supervisory experience preferred
• Ability to speak foreign languages preferred
• FOSSE experience preferred
• Ability to perform accurate moderately complex arithmetic functions using a calculator

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals

• Ability to communicate, verbally, and in writing, effectively with guests and co-workers; respond to guest requests 
• The ability to understand the tasks performed by a telephone operator, a reservation agent, a concierge and a housekeeper.
• Ability to handle cash and credit transactions
• Ability to multi task and handle stress in busy periods
• Ability to manage and resolve conflicts