What are the responsibilities and job description for the Front Office Supervisor position at The Rose Hotel by Hilton?

OUR STORY

Edgy. Social. Dynamic. This is who we are. Welcome to a fine-art inspired, boutique hotel. A place to have fun. A place where we foster a spontaneous and ever-changing environment through art and unique signature experiences. A place to create unforgettable connections and memories for our guests. Refreshingly uncommon. Anything but generic. Welcome to Janko Hospitality.

JOB DESCRIPTION

The purpose of the Front Office Supervisor (FOS) position at Janko Hospitality is to provide world class service to all guests. The FOS will train and supervise the operations of the front desk department of the hotel so that they provide superior customer service and operate the hotel to assure the highest possible level of guest satisfaction.

ESSENTIAL DUTIES

Essential duties and responsibilities include the following (other duties may be assigned) :

Greet guests and efficiently manage check-in and check-out procedures using the Property Management System (PMS).
Handle cash transactions with accuracy, ensuring precise hotel charges and maintaining thorough accounting records.
Attend and occasionally lead daily pre-shift meetings with team members.
Assist the Director of Operations or Assistant General Manager in ordering supplies and managing market items.
Utilize effective communication skills to answer inquiries, accept reservations, and promote hotel amenities to enhance room night sales and revenue.
Maintain excellent customer relations by promptly addressing questions and concerns in person and via phone.
Operate telephone systems proficiently, including handling incoming calls, directing in-house calls, scheduling wake-up calls, and managing trace requests for efficient guest service.
Maintain a courteous and friendly demeanor at all times, fostering a welcoming atmosphere.
Complete shift checklists diligently to ensure all aspects of the shift are accurately managed.
Manage incoming guest mail, messages, and faxes by sorting and distributing promptly.
Maintain the front desk logbook to facilitate departmental communication and report issues to incoming shifts and supervisors.
Serve as a cashier and attendant in the market area as required.
Act as Manager on Duty in the absence of executive committee members or the Front Desk Manager.
Follow directives from the Director of Front Desk regarding tasks and responsibilities as needed.

CUSTOMER SERVICE AND GUEST SATISFACTION

Maintain a high standard of personal appearance and proper uniform within entire department

Greets guests, visitors, and team members in a courteous and friendly manner

Assists guests and team members with anything that they may need

Performs other duties as assigned, requested, or deemed necessary by management

SAFETY AND SECURITY

Be proficient and train all team members in Safety and Security Policies

Report any suspicious activity of guest, visitors or staff

Maintains security for guests and property by keeping room doors locked

Write up Guest Incident reports as needed

Perform duties in accordance with Safety and Security Policies

Perform duties in accordance with OSHA and Blood Borne Pathogens regulations

PHYSICAL, MENTAL AND ENVIRONMENTAL REQUIREMENTS

Physically and visually able to utilize a computer keyboard, printer, phones, and basic office supplies

Firm and simple grasping is an ongoing requirement for all aspects of work

Lifting of supplies occurs occasionally, usually not more than 25 lbs. but maybe up to 50 lbs.

Able to stand 90% of the day and walk for long periods of time through the workday

Reaching, pushing, pulling, twisting of body at the waist, and bending are required

SKILLS, EDUCATIONAL BACKGROUND AND EXPERIENCE

High School Diploma, GED, or equivalent years of relevant work experience required

Friendly demeanor and excellent communication and customer service skills

Good organizational and prioritization skills

Prior computer experience using windows-based software preferred

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