Position Overview:

The Front Office Supervisor supervises front desk staff and operations to ensure brand compliance and overall exemplary guest satisfaction. The position engages and assist front desk staff in registering guests, establishing payment, and comply with brand standards in all facets of front desk operation. Provide service that may exceed the boundaries of the following description, without having to monetarily, physically, or mentally endangering yourself or compromise the positive public image of the hotel.

Essential Duties & Responsibilities:

• Willingness to accept the most effective role

• Assists in training new employees and continuation of learning for existing employees in the brand standards of the hotel, as well as the Property Management System

• Complete brand required training and Property Management System training

• Welcome guests and follow proper brand-initiated standards for verbiage and process of checking guests in, checking guests out, maintaining satisfaction during the guest stay, and handling a high volume of phone calls

• Establish and maintain proper credit and/or cash handling, and ensure all billing as related to guest stays are correct and accurate

• Provide and assist front desk associates with proper information to provide “concierge services”, which include information regarding entertainment, food and beverage options, local attractions, and directions to various locations

• Follow and comply with brand-initiated standards for proper documentation regarding guest issues or concerns, recording and obtaining proper room statuses, and ensuring all front desk associates are in compliance as well

• Work alongside front desk associates during peak periods to ensure proper standards and procedures are met, and ensure customer satisfaction

• Other duties as specified by the Front Office Manager on an "as need" basis

  Qualifications:

• Previous front desk experience is a must, minimum 2-3 years

• PMS and/or Brand certifications from previous employment strongly preferred

• Lift up to thirty (30) pounds, unassisted

• Stand, walk, bend, and stretch for long periods