Front Office Supervisor

Full-Time

Description

The Front Office Supervisor is responsible for ensuring the operation of our Front Desk and Reservations in an attentive, friendly, efficient, and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

Manage direct reports by ensuring Associates understand employment practices, recommending employment decisions and corrective action, supporting performance management, and implementing discipline.

Ensure that Associates are meeting guest needs and appropriately responding to any guest concerns and escalating as appropriate.

Create a best-in-class guest experience by engaging with guests, providing friendly courteous service, anticipating guest needs, increasing guest loyalty, and maintaining relationships.

Coordinate activities with other departments to ensure that services are provided in an efficient and timely manner.

Ensure financial goals of the department and the hotel are being met by managing labor costs, controlling expenses for supplies and equipment, and determining revenue-driving initiatives.

Evaluate and recommend revenue driving initiatives and monitor revenue performance.

Recommend and implement approved changes that could improve service and increase operational efficiency.

Ability to serve as Manager on Duty.

Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.

Must be able to maintain confidentiality of information.

Perform other duties as requested by management, and

Any and all other work as required to complete the primary purpose of the position.

Job Requirements and Qualifications

At least 3 years of progressive experience in a hotel or a related field; or a 2-year college degree and 1 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.

Supervisory experience required.

The ability to demonstrate exceptional Customer Service Skills.

Must be proficient in Windows and Microsoft Office.

Able to work weekends, holidays and long hours as sometimes required.

Always maintain a warm and friendly demeanor.

Must be able to effectively communicate both verbally and written, with all levels of team members and guests in an attentive, friendly, courteous and service oriented manner.

Must be effective at listening to, understanding, and clarifying concerns raised by team members and guests.

Must be able to multitask and prioritize departmental functions to meet deadlines.

Approach all encounters with guests and team members in an attentive, friendly, courteous, and service-oriented manner.

Attend all hotel required meetings and trainings.

Advanced computer knowledge, including the Microsoft Suite of Word, Excel, PowerPoint Outlook, and Teams

Knowledge of AutoClerk property management system preferred.

Knowledge of PMS imbedded AI and specifically AKIA helpful.

Our culture fosters shared accountability, humility and kindness, creative problem solving, we strive to provide exceptional service, quality, and value to every guest, every time. We are looking to hire the most highly qualified people and provide a competitive benefits package which include:

Paid Family Leave

Health Insurance

Dental Insurance

Vision Insurance

Vacation, Sick and Holiday Pay

Company Basic Life Insurance

Company paid Accidental Death & Dismemberment

Company paid Short Term Disability

Company paid Long Term Disability

401k Retirement Plan