Front Office Supervisor

Front Office Supervisor

Primarily supervises front desk team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction. Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Provides technical support to front desk and housekeeping staff when needed. The front desk supervisor will act as a role model, sharing expertise and knowledge while continually inspiring the front desk associates.

Ensures outstanding customer care. Maintains a friendly, professional, cheerful and courteous demeanor always. Accurately answers inquiries from potential guests and accepts hotel reservations. Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue. Supervises daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guests' needs and service. Trains and directs the workflow and processes of the front desk. Resolves issues / problems and coaches and counsels the front desk team members to ensure a quality operation. Resolves customer issues, complaints and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service. Adheres to company credit limit policies. Allocates rooms to expected arrivals after checking the guests preferences and special requests. Builds strong relationships and coordinates with all other department's especially housekeeping, reservations etc. Ensures phone calls, wake up calls and messages for guests are handled in a prompt, efficient and professional manner. Cross checks all billing instructions are correctly updated. Handles bus group arrivals and corporate market segment groups and pre-registers each guest and ensures payment is made in full for the group or that billing is correct. Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by casino / hotel policies and procedures. Performs other duties as assigned, requested or deemed necessary by management.

Work experience as Front Desk agent and supervisory in a hotel, ideally luxury brand is required as well as previous supervisory experience in a similar position. Bachelor's degree, preferred. Computer knowledge and experience in Microsoft office applications such as Excel and Word is also required. Requires standing for long periods of time and on occasion may be asked to lift and carry up to 40 pounds while performing the duties of this job, it may be also required to stoop, kneel, crouch, or crawl.