Front Office Supervisor

Position:Front Office Supervisor

Department:Front Desk

Reportsto:General Manager  

Purpose: Oversee all Front Office operations and staff. To maximize profitability, control costs, and ensure quality standards are met while providing 100% guest satisfaction.

Essential Functions:

• Independently manages Front Desk personnel, specifically Guest Service Agents and Night Auditors, to include but not limited to the responsibility of hiring, training, motivating, evaluating, coaching and discipline, scheduling, and facilitating quarterly department meetings.
• Attend weekly Executive Committee Meetings and weekly 1-on-1 meetings with General Manager.
• Complete weekly reporting procedures including forecasting, and department scheduling.
• Ability to anticipate scheduling needs, develop an efficient and labor-effective schedule, and communicate weekly schedule to staff in a timely manner as required by hotel policy, upon General Manager’s approval.
• Devise special stay packages and other deals for upcoming periods, working closely with Sales team and Rooms Manager to generate ideas based on hotel demands and resources.
• Work with Housekeeping Supervisor to manage shared department expenses and ensure they are in line with monthly budget. 
• Lead staff by professionally handling escalated guest complaints, solve problems, apologize/empathize, and follow up on all guest complaints, maintenance/housekeeping issues, and safety concerns; reporting problems to appropriate department heads as needed.
• Have a thorough knowledge and understanding of hotel property management system (PMS), retail management system, hotel amenities offered, rates/packages, booking restrictions, parking options, and additional charges and fees.
• Be informed of all scheduled banquets and anticipated group block arrivals/departures daily.
• Greet and interact with guests in a professional, cheerful, and hospitable manner at all times and effectively service guests needs.
• Handle all lost and found inquiries, responsible for ensuring safe retrieval of items, which may include shipping of item(s) lost, and perform monthly inventory of lost and found items, comparing physical stock to tracking log, and discard items as needed.
• Perform all Manager Month End tasks using checklist provided. Some tasks include monthly inventory counts, expense adjustments, reservation reconciliations, etc.
• Review and monitor guest accounts, charges, reservation transaction reports, sales reports, and daily revenue reports daily.
• Responsible for safety and maintenance of department’s bank  
• Responsible for attending all scheduled meetings and training sessions.
• Develop, practice, lead, and train all Front Office Staff in all service culture programs, emergency and safety procedures, and Hay Creek Hotel standard operating procedures.
• Update Front Desk Resource Binder as needed and update all training/resource documents digitally stored on computer.
• Comply with and understand all HCH safety and security procedures, including Emergency Evacuation Procedures, Accident Reporting, Right to Know Law, Written Information Security Program, Bloodborne Pathogen Procedures, Anti-Harassment Policy, and Violence in the Workplace Policy. 
• Comply with all Hotel and HCH time and attendance policies. 
• Comply with all Hotel and HCH uniform, dress code, and appearance standards. 
• Ability to work mornings, nights, weekends, overnights, holidays, and have flexible hours based of hotel needs.
• Ability to step into whatever role is needed at any time to deliver exceptional guest service; this includes taking on job responsibilities outside of this job description which require assisting other departments in their regular functions
• Ability to successfully complete and perform all general front desk duties and have full comprehension of each subordinate staff members role. (Please see job descriptions forGuest Service Agent, Night Auditor, and Front Desk Supervisor for more detailed info.)

Hotel Specific Essential Functions:

• Ability to remain standing or sitting for 8 hours.
• Ability to view a computer screen for 8 hours.
• Ability to occasionally move and lift up to 50 lbs.
• Ability to regularly walk and survey the property and grounds to visually identify service needs thereof. 
• Ability to move up and down stairs regularly.
• Ability to bend frequently and repetitively during a shift.
• Ability to use repetitive manual dexterity regularly. 
• Ability to move quickly based on guest needs.
• Ability to frequently communicate and exchange information accurately and effectively.
• Ability to read, write, understand, and speak English.

Technology and Equipment:

• Microsoft Office, including Outlook, Word, and Excel programs. 
• Property Management System- StayNTouch
• Point of Sale System
• Multi-line Phone System
• CB Radio
• Credit Card Processing 
• Web-based Accounting Software
• Various Web-based Hotel Optimization Software Tools
• General Office Equipment such as printer, copy machine, computer, etc.

Working Environment:

• Hotel property with 32 guest rooms and on-site restaurant
• Work will primarily take place in a hotel environment.
• Group and solo work. 
• Interior of hotel, in all areas with exposure to fluctuating temperatures.
• Exterior of hotel with exposure to weather conditions.
• Exposure to various hazardous chemicals.