Front Office Supervisor

Leisure Sports Service Department

Job Description

FRONT OFFICE SUPERVISOR

MISSION

To work Front Office (Front Desk, DTS-Operator, DTS-Delivery) shifts and assist in supervising all associates and operations within the Front Office in a professional, service-oriented manner to ensure delivery of the following:

1) Guests form great first and last impressions of the hotel; 2) Hotel access is controlled and room usage is tracked; 3) Guests are called by name at every opportunity, coming and going; 4) Banquet and catering customers are warmly welcomed, and smoothly directed to the appropriate meeting room or department; 5) All company policies relating to the Front Desk are consistently applied; 6) Incoming telephone calls are answered promptly and professionally; 7) All check-in, check-out, and other POS transactions are processed 100% accurately; 8) Guests view the Front Desk staff as resources for hotel information.

REPORTS

Front Office Manager

SUPERVISES

Front Desk Agents, DTS-Operators, DTS-Delivery Attendants

PRIMARY FUNCTIONS

Assist in the hiring, supervision, training, and development of Front Desk Agents, DTS-Operators and DTS-Delivery Attendants

Be fully capable in all duties, responsibilities and expectations of the Front Office position

Assist in ensuring LSI Human Resources policies and employment practices are followed in the Front Office Department

Ensure responsiveness of staff to all guest questions and concerns

Ensure that all Front Office policies and procedures are consistently enforced and followed by all staff

Assist in providing the necessary tools for Front Office associates to perform their jobs in the most efficient and hospitable manner

Assist in determining the requirements for, and follow up with, special groups and VIPs

Assist in preparing and posting weekly schedules that are compatible with guest needs and budget guidelines

Supervise the workload during your shift; complete checklists as required

Ensure LSI Customer Service and Facility Walkthrough and Core Value Quick Check standards are understood and followed by all staff

Have a clear understanding of the roles and responsibilities of all other departments in the hotel and club

Assist in handling and resolving all guest issues

Assist in updating group information daily, maintain future group file, monitor and prepare group requirements; distribute this information as needed

Serve as role model and set an example for service excellence within the Front Office

Have a thorough understanding of Micros, Guestware and PMS systems, and be able to act as a troubleshooter; understand the basics of the MARSHAsystem; work closely with the Sales & Marketing Departments

Conduct daily R Way Stand-Up meetings for department

Other responsibilities or projects as assigned by the Front Office Manager

DRIVERS OF SUCCESS

Initiative and Leadership

Customer Service skills and the ability to focus staff on customer service

Communication Skills

Hiring, Training and Coaching Skills

Organization Skills; Attention to Detail

Dynamic and Outgoing Personality

PERFORMANCE MEASUREMENT

Guest Retention and Satisfaction; Guest Survey scores

Customer Service and Facility Walkthrough Scores

Core Value Quick Check Scores

Front Office Departmental P&L

Quarterly Audit scores

Staff Retention and Satisfaction

ESSENTIAL PHYSICAL REQUIREMENTS

Able to write, speak clearly, read, hear and see

Standing for prolonged periods

Walking, bending, kneeling

Lifting and carrying (up to 30 lbs.)

Typing and computer operation

Occasional telephone work/use