What are the responsibilities and job description for the Front Office Supervisor position at Moody?

The Front Office Supervisor leads all Front Desk operations to achieve high levels of customer satisfaction by providing quality service, and comply with corporate / brand policies and procedures while meeting / exceeding financial goals.

Essential Functions :

Manage Front Desk staff effectively : schedule, train, coach, counsel, and conduct performance reviews; resolve problems; provide thorough communications, discipline and recommend terminations of employment as necessary.
As necessary conduct Front Desk activities; check guests in and out efficiently and courteously; respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution.
Pre-register, block reservations and take same-day reservations following hotel rate structures, discounts, and sell strategies; cancel reservations according to procedures.
Respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution.
Implement Company / Brand programs to achieve service quality goals, while ensuring compliance with all specified policies and procedures; communicate with sales staff to define and implement sales strategies for improving occupancy levels and revenues.
Prepare forecasts and reports as directed; implement and monitor results to budget projections; develop recommendations for minimizing expenses and maximizing revenue.
Monitor and maintain the Front Desk systems and equipment to ensure optimum performance; report issues as necessary.
Prepare and submit travel agent commission reports, third party reports, brand frequent traveler program points and other reports requested by management.
Order supplies as needed to provide quality customer service.
May temporarily assume Assistant General Manager, or General Manager, responsibilities as required.
May oversee operations of hotel Suite Shop.
Other duties as assigned by management.

Supervisory Responsibility :

Supervises Front Desk Leads, Front Desk Clerks and Night Auditors

Job Specifications :

Solid working knowledge of related company and brand policies, procedures, and services; general knowledge of other departments in the hotel, including a good understanding of basic operations and functions of all other departments and emergency systems, policies and procedures.

Good understanding of revenue management policies and practices and excellent proficiency in the property’s revenue management computer program.

Good management / supervisory skills.

Excellent interpersonal and written / verbal communication skills.

Excellent proficiency with Front Desk computer systems; intermediate proficiency with Word, Excel, and MS Outlook.

Excellent command of the English language; second language proficiency desirable. Excellent interpersonal, written / verbal communication and telephone etiquette skills.

Excellent time management skills and ability to multi-task and prioritize work

Exceptional problem solving skills

Ability to maintain customer focus

Excellent organizational and planning skills

Ability to work well in a team environment

Ability to follow corporate standards and procedures

Education and Experience :

Undergraduate degree in business, hospitality, or related field or equivalent combination of education &experience.

2 years of experience as Front Office Manager / Supervisor in an equivalent hotel. Minimum training required per year as assigned by the company

Any additional training required by manager

Work Environment :

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Work days and work hours may vary depending on property needs.

This position works indoors.

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Front Office Supervisor

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