Front Office Supervisor

Full-Time

Responsibilities And Authorities 

• Always treat guests with courtesy and respect in a variety of situations 
• Honesty & Integrity 
• Delivers outstanding service and creates memorable experiences. 
• Connects with guests on a daily basis, provides exceptional customer service and creates memorable experiences 
• Handles guest complaints promptly and professionally.  
• Establishes and develops long term customer relationships providing value and profitability 
• Enhances our guests’ stay by creating an inviting atmosphere  
• Coordinates and multi-tasks job duties in an active environment 
• Answers guest inquiries and resolves complaints, taking all appropriate action to ensure total guest satisfaction.  
• Ensures that all requests are handled promptly, accurately, and with utmost courtesy 
• Supervises Overnight Front Office Team Members, ensuring adherence to Arlo Hotels Service Standards 
• Completes the overnight checklist  
• Ensures that all daily and group reports are distributed to appropriate parties 
• May include overnight coverage as needed
•  Other duties as assigned 

• Always greets guests in a friendly manner. 
• Speaks in clear and discreet sentences. 
• Positions self at the main entrance to open and hold the door for all guests entering and leaving the building. 
• Opens vehicle doors and greet guests. 
• Uses the guest’s name whenever possible and maintains a professional demeanor at all times. 

• Enters information such as arrival alerts and messages. 
• Corrects inaccuracies and discrepancies on guest accounts. 
• Posts charges to guest accounts. 
• Completes daily high balance checks. 
• Checks groups and tours in and out. 
• Confidently sells the hotel to prospective guests by showing familiarity with guest rooms, facilities and amenities.   
• Updates all guest profiles with correct billing information, preferences, special requests, etc. 

• Assist arriving guests with luggage upon entering and exiting the building. 
• Escort guests to their room and handles luggage.  
• Secure and stores luggage for guests. 
• Retrieve luggage for departing guests. 
• Lifts luggage and uses bell carts to assist guests. 

• Escort guests to their room with luggage. 
• Familiarize guests with in-room facilities, TV, Thermostat, lighting, and features in the room.   
• Conduct guest’s orientation of outlets, fitness centre, general area attractions, etc. 
• Coordinate with Housekeeping in regards to room moves.  

• Maintains good posture when interacting and greeting guests. 
• Assists and coordinates with Front Desk for any special requests. 
• Familiarizes themselves with all VIPs and Arrivals 
• Assists with guest requests, errands, deliveries, etc. 

• Reports any guest concerns or comments to the Director of Front Office and Front Office Managers 
• Provides Concierge services to guests.  
• Investigates guest charges to resolve guest complaints. 
• Checks messages and mail. 
• Books guest reservations for individuals via telephone, walk-in, email or fax from within the hotel in accordance with tommie standards and reservations scripts.  
• Up-sell rooms where possible according to established procedures to maximize revenues. 
• Assists with guest luggage to and from the room when needed. 
• Deliver packages (mail, faxes etc.) to guest room when needed. 
• Assists in calling and retrieving cabs for guests upon request. 
• Any other requests of duties from management. 

• Balance cash daily. 
• Deposit received cash in safe and return personal and/ or individual floating bank to issued safety deposit box. 
• Ensure all billing and paperwork is done in accordance with Commune Accounting standards. 
• Proper handling of sensitive and confidential guest material and information understood and held in a professional manner. 

• Accept advance deposits for guests and posts the advance to guests' accounts. 
• Makes change and balances the personal and/or individual floating bank. 

Requirements 

• Minimum of Hospitality, Retail experience preferred 
• Must be able to stand for periods of time (Up to 6 hours)  
• Efficient in Computer and Typing Skills. 
• Available for shifts in the overnight capacity