Front Office Supervisor

POSITION PURPOSE:

To keep all Front Office Agents well trained in every section of the department. Keep communications open between staff and all departments to avoid any misunderstanding of the hotel’s goals, guest relationships, and the type of service that is required. Promote the morale of department team members.

ESSENTIAL FUNCTIONS:

Orient and train all Front Office new team members, familiarizing them with the training manual, Front Office duties, and procedures. Monitor progress and assist in preparing 90 day and annual team member evaluations with the help of the GM & AGM. Communicate effectively, both verbally and in writing, to provide clear and understandable direction to staff.

Use GXP to expedite guest requests and follow up accordingly to ensure guest satisfaction.

Review V.I.P. reservations, amenity orders, and resumes for incoming and in-house guests. Control the room block to ensure suites and special blocks are handled correctly. Communicate with other departments to ensure proper handling of guests and groups. Maintain control over rate changes on in-house guests’ folios.

Resolve team member and guest complications. Field guest complaints, conducting a thorough research to develop the most effective solutions and negotiate results. Train team members with the ability to handle guest concern’s immediately and confidently. Encourage and promote an active team member empowerment atmosphere.

Assist in maintaining and developing a work schedule for supervised staff.

Ensure confidentiality, security, and safety of hotel guests regarding Front Desk communications always. Remain calm and alert especially during emergency situations and/or heavy hotel activity, serving as a role model for all other team members.

Assist team members during peak activity periods. Handle cash, make change and balance an assigned house bank.

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position may be required to perform a combination supportive functions, with the percentage of time performing each function to be solely determined by the General Manger based upon the particular requirements of the Hotel.

OTHER:

Regular attendance in conformance with the standards, which are established by the hotel, is essential to the successful performance of this position. Irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel.

Upon employment, all team members are required to fully comply with hotel rules and regulations for the safe and efficient operation of hotel facilities. Team members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodations, using some other combination of skills and abilities.

Possess the ability to dress in a professional manner.

Ability to learn and understand a complex telephone system.

Ability to learn and understand basic computer skills. Ability to learn and effectively navigate property PMS

Ability to react quickly/decisively to emergencies and requests.

Ability to stand for extended periods of time.

Ability to concentrate in high-volume high-pressure area.

Ability to communicate in English telephonically, over a handheld radio, and face-to-face clearly.

Possess considerable mathematical skills (addition, subtraction, multiplication, division) to maintain guest charges, handle adjustments, etc.

Possess considerable ability to listen effectively.

Visual ability to read manufacturer’s instructions, correspondence, etc.

Ability to read, write, and comprehend English.

Ability to perform duties in a closed and confined space.

Ability to perform tasks requiring bending, stooping, and kneeling.

Ability to remain calm in emergency situations and to effectively deal with the internal and external guests, some of whom require patience, tact and diplomacy to defuse anger, collect accurate information, and solve guest concerns.

Ability to work under time constraints and deadlines, must be productive in quantity and quality of work.

Ability to use finger/hand movements for extended periods of time. Finger and hand dexterity to manipulate switches, writing instruments, a computer keyboard, etc.

Ability to work in conditions which may be occasionally hot and noisy.

Possess knowledge of the Columbus area, Easton and Ohio in order to give directions, etc. to guests.

Protect employer’s privacy and data; keep passwords safe.

QUALIFICATION STANDARDS:

Education: Education or experience to meet the required job knowledge, skills, and abilities. High School graduate or equivalent preferred.

Experience: 6 months customer service required. Cash handling, or hotel Front Desk experience preferred. Marriott experience preferred. Lightspeed experience preferred

Licenses or Certificates: None required.

Other: Additional language ability preferred.