Front Office Supervisor

Overview

The Front Office Supervisor will be responsible for assisting the Front Office Manager in handling customer relations and the total administration function of the Front Desk, Guest Services, Transportation, Reservations and PBX Communications.

Must be highly competent technically and skilled in handling customers. ESSENTIAL FUNCTIONS OF THE POSITION Perform all duties in a professional manner and in accordance with company policies.

Flexibility to work a varied schedule due to business levels and industry demand. Follow all safety procedures to ensure a safe working environment.

Maintain uniform and grooming standards as outlined in employee handbook and departmental training. Assess and offer creative suggestions and recommendations to guest / conferee requests.

Upsell goods and services offered by hotel. Know property layout and direct guests by utilizing daily event sheets, function sheets or other documents or reference materials.

Maintain positive meeting planner relations. Ensure all policies and procedures are adhered to; seek guidance of Human Resources Representative and signature on form prior to administering disciplinary action to employee.

Be thoroughly knowledgeable in Maestro system operations. Stay current on Maestro upgrades and attend Maestro training whenever applicable.

Be thoroughly knowledgeable in both the Call Center Application and IHotelier. Review and understand daily event sheets and function sheets to properly and knowledgeably respond to any guest or co-worker requests, questions, or concerns.

Maintain accuracy of Maestro & employee banks; and ensure the competence of Maestro & employees regarding all functions and responsibilities of daily bank counts and drops.

The main focus is to provide support & focus on the Reservations & PBX operations to be a back-up for the Group Coordinator position.

Assist the Front Office Manager with overall hiring, scheduling, training, preparing performance appraisals, development, and discipline of all front office staff.

Attend conference review, staff, the weekly rooms meeting and any other related meetings in the absence of the Front Office Manager.

Assists Front Office Manager with meeting Stonewall Resort’s management KRA’s (see attached) as requested. Assists the Front Office Manager in ensuring all department schedules are submitted in a timely fashion and are input into one document;

completes final review to ensure adequate department coverage and publishes the next week’s schedule by 5pm on every Thursday.

Responsible for the complete administration of the Reservations Department schedule. Responsible for the complete administration of hiring for all PBX Operator & Reservation Agent positions.

Responsible for the complete administration of the monthly Reservations department meeting. Will assist the Front Desk Supervisor with the administration of the Front Desk & PBX department meeting.

Responsible for the complete administration of the Reservations & PBX payroll, coaching / counseling & disciplinary and will provide support to the Front Desk Supervisor & Lead Guest Service Agent with the administration of the payroll, coaching / counseling & disciplinary for the Front Desk & Guest Service Departments.

Develop relationship with offsite reservation team. Communication with them on a daily basis will ensure accuracy. Keeping them informed of specials and including them on promotional emails.

Responsible for all Daily RCM reporting. Assist with answering reservation calls as needed to cover staff break times. Provide support to the Lead Guest Service Agent in the absence of the Front Office Manager.

Provide support to the Front Desk Supervisor in the absence of the Front Office Manager. Will be expected to cover PBX phones during the slower months especially during January and February.

Review Market Metrix surveys and respond to guest using the Market Metrix system and Outlook. This will involve providing suitable resolution when necessary.

Provide assistance in other job classifications as determined necessary by immediate superior. Qualifications A minimum of two years Front Office supervisory experience.

Competent in the operation of a personal computer including the operation of the following software applications : Microsoft Word, Microsoft Excel, Microsoft Windows, and Microsoft Outlook.

Exceptional customer service skills in concordance with the AAA 4 Diamond Service Standards. Able to prioritize and complete multiple tasks within the required time frame.

Highly skilled in conflict resolution