The Front Office Supervisor is responsible for the management of all aspects of the Front Desk functions in accordance with hotel standards. This role directs, implements, and maintains a service and management philosophy that guides associates on providing a high-level guest experience, ensuring personalized service is offered to every guest.
Essential Job Functions and Responsibilities
Safety and Environmental Performance
- Ensuring that all applicable safety regulations are communicated and adhered to by personal example
- Support full hotel compliance with safety rules to further our goal of zero (0) accidents and encouragement of reporting and correcting near misses
- Adhere to SOPs and other work procedures as required to ensure guest satisfaction and consistent service is delivered to our patrons
- Immediately report all injuries to Loss Prevention, as well as the manager on duty
Work Requirements
- Support the vision, mission, and service standards of the Galt House Hotel by providing positive, consistent service that exceeds guest expectations
- Supervise and train Front Desk Agents daily to ensure consistency in Galt House Hotel standards and guest satisfaction
- Make a daily reservation count of arrivals and departures to aid in the selling of rooms
- Use suggestive selling techniques to upgrade room types and promote other services of the hotel
- Register all incoming guests in a friendly and efficient manner
- Stay up to date on room rates, packages, discounts, and how to handle each
- Develop a thorough knowledge of room types, location, literature, furnishings, and other amenities that are included
- Handle complaints courteously and relay them to your manager for appropriate action
- Plan, schedule, organize, coordinate, and administer front office activities. Perform responsibilities of Front Desk Agent
- All other duties as required
Qualifications
- High School Diploma or GED
- 2 years of customer service experience, preferably in the hospitality industry
- Basic computer and math skills
- Professional telephone etiquette and office skills
- Excellent oral and written communications skills
- Fluency in English with preferred experience in a foreign language
- Ability to input and access information in the property management system/computers/point of sales system
- Ability to type proficiently
- Ability to suggestively sale
- Ability to analyze and solve problems
Working Conditions
- Performing under various temperature conditions
- Operating outdoors and indoors
- Heavy lifting
- Standing for extended periods
- Walking long distances
- Under variable noise levels
- Around dust and mite hazards
- Around fumes and odor hazards
- Around chemicals
- Required to wear a company-provided uniform when applicable
- Working around moving machinery/heavy equipment
- Slippery and uneven walking surfaces