Position Title: Front Office Supervisor

Reports To: Director of Rooms Operations

Department: Front Office

General Purpose: The Front Office Supervisor is primarily responsible for ensuring that all guest interactions by Front Desk, PBX and Valet/Bell Stand staffs are carried out in a professional, courteous, and accurate manner. The candidate will be responsible for the efficient and effective communication of essential information to Front Desk, Concierge and the Valet/Bell Stand staffs, as well as other duties as assigned by the Director of Room Operations and/or General Manager. Candidate must be able to perform duties of guest service agent, PBX, and Valet/Bellman to both property and Westin brand standards.

Essential Duties/Responsibilities

• Perform duties of Front Desk Agent to standard, including:
  • Efficient and friendly check in and out of guests of the Westin Poinsett while maintaining AAA Four-Diamond and Westin brand standards
  • Act as the hotel’s central source of information, providing it to inquiring guests. This knowledge must extend from hotel statistics to local attractions and directions. One must have a general knowledge of the City of Greenville and surrounding areas.
  • Perform duties in accordance with hotel credit and cash handling procedures
  • Resolve customer complaints and taking ownership of guest service shortfalls to recover our guests in accordance with hotel and brand standards.
  • Communicate and hand-off necessary information to incoming shift.
  • Distributes mail, faxes, messages or packages to registered guests or hotel personnel
• Must be able to able to perform duties of Concierge, PBX and Valet/Bellman, including:
  • Maintain understanding of Bell Stand procedures and standards and be available to assist with arrivals as necessary.
  • To serve as the most visible, attentive, and welcoming associate to guests upon arrival or departure
  • Maintain an impeccable grooming appearance and work uniform
  • Escort guests to and from their respective rooms
  • Assist guests by delivering their luggage or any other personal items
  • Delivering guest messages, amenities, or other items as required
  • Performing special guest services such as maintaining a clean lobby and front entrance, sending faxes, giving directions, and providing guest with information of the hotel and surrounding areas.
  • Ability to lift over 50 pounds
  • Must be able to stand for the entire shift
  • Going above and beyond providing a minimum Four-Diamond level service to each and every guest
  • Answering the phone positively and with professional phone etiquette.

Other Duties/Responsibilities

• Training new staff on all procedures and standards of the department.
• Maintain knowledge of Westin brand standards and participation in Brand Standard Audit as needed
• Contribute to high Guest Satisfaction Survey and Associate Opinion Survey scores as they relate to the Front Office department.
• Authorize overselling of rooms with goal of “perfect sell” in an effort to maximize revenue.
• Supporting all of the guest services team, and maintaining a working relationship with all departments on the hotel.
• Maintain communication of schedules and other pertinent department information via use of Beekeeper application.
• Report all safety hazards and suspicious person or activities to Engineering/Security
• Know all safety and emergency procedures and your role in assisting during these times
• Represent the Front Office department in meetings when necessary
• Adhere to strict department and hotel attendance policies

Job Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge/Experience:

Experience at full-service hotel is preferred. Knowledge of Lightspeed property management system is preferred, and technical proficiency in Microsoft applications is required. Previous customer service experience in a high-volume setting is also preferred, with the ability to problem solve, and provide exceptional service.

Skills:

• Excellent Communication skills- both verbal and written required
• Excellent organization and time management skills
• Good interpersonal skills required
• Excellent listening skills required
• Basic mathematical skills required
• Strong attention to detail
• Ability to successfully lead and motivate others required

Abilities:

• The ability to work well as a team as well as individually at times
• Ability to multi-task in a fast-paced environment
• Ability to read, speak, write, and understand English
• Must be adaptable and flexible to change
• Ability to work a flexible schedule and be able to work weekends and holidays
• To remain calm and professional at all times
• Ability to work under varying weather conditions
• Be able to make quick decisions and possess good judgment
• Ability to lift over 50 pounds

Education or Formal Training:

• High school diploma, GED, or the equivalent previous work experience required. College degree preferred.