Position Title:

Front Office Supervisor Revised:

11/11/22

Reports To:

Front Office Manager and General Manager Major Function:

To assist the Front Desk Manager in the operation of the front desk by directing, evaluating and supervising Guest Service Representative's to ensure guest satisfaction, employee satisfaction/retention, hotel standards, and budgeted revenue.

Essential Functions:

• Create guest satisfaction by providing first class services.
• Provide personal attention and responsibility when offering quality guest service.
• Supervise, train and coordinate the job functions to the front desk staff.
• Lead staff by example with positive attitude and follow hotel policies.
• Use responsible and proper phone etiquette.
• Listen, apologize with empathy, find solutions, and follow through when resolving issues.
• Promote teamwork and employee morale.
• Coach and counsel employees to encourage positive behaviours and correct negative behaviours.
• Set-up controls (i.e. overtime, safety deposit boxes, key logs, banks, and audit), to ensure the accuracy and completion of all work done by the front desk.
• Communicate job specifications to front desk staff and assign duties.
• Monitor and enforce uniform standards with front desk staff.
• Initiate front desk promotions and incentives with Front Desk Manager's approval.
• Perform "Manager on Duty" responsibilities to keep hotel operations running properly.
• Review and enforce shift reports, including detailed bucket checks, logs, and guest room call backs.
• Maintain adequate level of office supplies for the hotel.
• Conduct key inventory on a daily basis.
• Minimum one year experience preferred in OnQ Reservation Systems and experience in Customer Service Application and Downtime Procedures.
• Ensure front desk team is adhering to credit policies and procedures (cash payments, deposits, direct billing).
• Monitor and control employee payroll.
• Maintain employee files and training.
• Support the hotel's sales department and follow directions on group check-in in order to provide first class customer service.
• Follow hotel procedures especially wearing proper uniform, arriving to work in timely manner and providing respect to all guests and employees.
• Provide assistance to guests in picking up luggage and packages weighing up 30lbs.
• Make employees accountable to follow all Graves Hospitality Handbook Policies and Procedures.
• Review and train staff on emergency procedures in compliance with safety programs.
• Acknowledge guests at all times by using respectful, positive customer service and mannerism.
• Assisting in processing agency commissions.
• Must be flexible and able to work all shifts, holidays and weekends as needed.
• Additional duties may be assigned in the efforts of managing the front desk properly and providing first class hospitality to all guests

Source:

Hospitality Online