Job Description

JOB DESCRIPTION:

The Front Office Supervisor must ensure high quality service and leadership for the Front of House operations. This individual is responsible for oversight and leadership of the Front Desk team and providing support for all operations. The individual will be well versed in Front Office operations to assist the Agents with guest concerns and overall guest service.

JOB RESPONSIBILITIES:

Responsible for the adherence and enforcement of all Hotel policies and procedures

Responsible for maintaining the highest levels of professionalism and decorum amongst all the staff

Monitor inventory control and ordering procedures for Front Office and guest supplies

Oversee Front Desk Agent scheduling and requests

Perform coaching and counseling of all Front Desk Agents, Night Auditors as needed to enforce standards

Assists in creating a comprehensive training program instilling a culture of service and follow through

Acts as a liaison between the Front Office and the Reservations/Sales team

Is intimately involved in troubleshooting and drilling down to determine and eliminate guest issues

Handle any guest complaint or issue in a professional manner

Complete a daily MOD Report to communicate guest opportunities and other information

Assist the Front Desk with all aspects of operations including check-in and check-out process

Review all potential safety and security issues and implement corrective action steps

Responsible for knowing all emergency procedures

Coach associates how to resolve and de-escalate conflicts

Assists in welcoming and escorting VIP?s and other guests

Work closely with Housekeeping, Engineering, Catering and Sales to assure groups and special functions are handled smoothly

JOB QUALIFICATIONS:

3 years? experience as a Guest Service Agent preferred

Supervisory experience required

Front Office Accounting experience

Proficiency in Microsoft applications is required

Verifiable record improving guest service and satisfaction

* Ability to work a flexible schedule and be able to work weekends and holidays