What are the responsibilities and job description for the Front Office Supervisor position at Holiday Inn Across from Universal?
Company Overview:
Performance Hospitality is a lifestyle hotel management company committed to providing outstanding service to our guests! We manage a variety of branded, independent hotels in major US markets. We take pride in our ability to deliver exceptional guest and associate experiences by focusing on inspiring individuals through a thoughtful delivery of self-expression hospitality. We believe that providing innovative, cutting-edge practices, along with transparent communications, is a fundamental part of our commitment.
Purpose:
Front Office Supervisor is responsible for providing engaging, sincere, personalized service for our guests by showcasing leadership and interpersonal strengths and leading our team of service ambassadors, maximizing the front office operations, and ensuring exceptional guest service. This position is also responsible for the overall daily operation of the hotels front office department, as well as manning and planning in accordance with the policies and procedures established by the hotel. This position will lead guest services in an attentive, friendly, efficient, and courteous manner, providing all guests with quality service prior to and throughout their stay, and ensuring that they have a memorable experience while maximizing room revenue and occupancy.
Essential Functions:
- Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
- Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Post charges to guest rooms and house accounts using the computer.
- Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers checks, and other forms of payment. Promote brand-specific marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate.
- Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
- Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
- Requires standing and continual mobility throughout front office area.
Qualifications:
High School Diploma or equivalent; and at least three (3) years of prior luxury hotels or resorts experience in a similar role.
