The Front Office Supervisor is responsible for overseeing the daily operations of the Front Office and assisting the managerial personnel in the overall operation of the Front Office. This employee will ensure that front desk communications meet hotel standards for maximum guest satisfaction. This employee will act as the main contact for guest and other hotel departments in the absence of managerial personnel or as required.  

What you will be doing

• Greet guests immediately upon arrival; register and assign guests to hotel rooms.
• Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Make and confirm reservations.
• Review current day expected arrivals and check all VIP and special request reservations to ensure that they are preregistered, blocked properly and other departments are notified of room assignment.
• Review daily room availability and relay all pertinent information to front desk agents, reservations, telephone operators, department managers and other supervisors.
• Complete room’s reports as necessary.
• Resolves guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Oversee front office operations in the absence of the Front Office Managerial Personnel.
• Observe and supervise front desk agents and ensure that established procedures are completed in accordance with policy and procedures.
• Assists and/or develops the scheduling with the General Manager or Front Office Managerial Personnel.   Coordinate breaks for staff to ensure there is coverage at the desk at all times and work is completed efficiently according to schedule.
• Must have thorough knowledge of Night Audit policies and procedures.
• Assist General Manager or Assistant General Manager in interviewing and training. 
• Compute bills, collect payments, handle cash, and make change for guests.
• Close out guest accounts at the time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Assists others as needed and special projects, as necessary.

Requirements

• High School education or equivalent. 
• A minimum of 1-2 years’ experience in hospitality a supervisory rooms role.
• Knowledge of basic math and analytical skills, as well as budgetary analysis capabilities.                       
• Must possess a thorough knowledge of the hospitality industry and have sound administrative skills.
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Ability to supervise situations and accomplish goals on a timely basis.
• Must be able to participate in the hotel’s MOD program.
• Must have a positive attitude at all times.