The Front Office Supervisor position provides a visible opportunity to lead others in the delivery of exceptional guest service. The supervisorr m
onitors, trains and holds accountable all Front Desk Team Members, Van or Shuttle Drivers, and Night Auditors, ensuring that the Front Office Department acts as a liaison between guests, other departments, and outside service vendors to make certain that the guests’ needs and expectations are exceeded continually.
Reporting to the Assistant General Manager, the Front Office Supervisor will perform the following responsibilities and other duties as assigned by hotel managment:
- Monitor and maintain preventive cost controls for labor, other expenses and supplies. Verify accuracy of financial reports and cash deposits. Maintain standard procedures for the processing of in-house guest accounts charges. Establish, monitor, and control all cash handling procedures with accounting approval.
- Interview and select all Front Desk and Night Audit team members. Establish, implement, and improve an ongoing program for the orientation, training and development for all team members. Maintain departmental communication through the effective use of departmental and individual meetings. Conduct all 90 day and annual performance reviews in a timely manner. Encourage and promote an active team member empowerment atmosphere.
- Establish and maintain Front Desk, Lobby, and public areas. Monitor and implement procedures to increase guest and employee satisfaction.
- Maintain hotel and guest information according to management company and brand standards.
- Train team members in brand and management company sales and marketing initiatives and monitor utilization and success with available programs.
- Provide team members with adequate supplies and keep equipment in good repair. Ensure an adequate supply of guest amenities is kept on hand
- Participate in departmental and hotel meetings. Participate in the Manager on Duty program.
In addition to performance of the essential functions, this position may be required to perform a combination of
supportive functions, with the percentage of time performing each function to be solely determined by the General Manager and/or Assistant General Manager based upon the particular requirements of the Hotel.
Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel.
SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodations, using some other combination of skills and abilities.
Ability to supervise, coordinate and motivate the activities of the department staff.
Ability to recognize areas of deficiencies and use a continual improvement process
that results in positive outcomes.
Ability to demonstrate and sustain a positive and dynamic personality.
Ability to lead set a positive standard and is a role model for team members.
Ability to react quickly and decisively to changes in the Front Office, Transportation sector and safety of entire Hotel.
Ability to stand and walk for extended periods of time.
Ability to concentrate in high volume high pressure area.
Ability to communicate telephonically, face-to-face and with hand held devices.
Ability to analyze trends in comment card scores, safety reports, guest satisfaction scores, turnover and help set applicable policies that promote a positive trend.
Visual ability to read manufacturer’s instructions, correspondence, etc.
Ability to write and speak English, to comprehend and communicate instructions to both the hotel staff and its guests.
Ability to grasp, lift, and carry or otherwise move goods weighing a minimum of 50 lbs.
Ability to perform duties in a confined space.
Ability to perform tasks requiring bending, stooping, and kneeling.
Ability to remain calm in emergency situations and to effectively deal with the internal and external guests, some of whom require patience, tact and diplomacy to defuse anger, collect accurate information, and solve guest concerns.
Ability to develop and train subordinates and accomplish goals in a timely manner.
Ability to work under time constraints and deadlines must be productive in quantity and quality of work.
Ability to work in a 365 day environment and be available whenever needed.
Ability to delegate and follow-up effectively.
Ability to translate technical information or problems into layman’s terms.
Ability to use finger/hand movements for extended periods of time. Finger and hand dexterity to manipulate switches, writing instruments, a computer keyboard, etc.
Education: High School degree and any other combination of education
and experience that provides the required knowledge, skills, and abilities.
Experience: Minimum of one year supervisory experience within the hospitality industry.
Supervisory skills acquired through training or equivalent knowledge.
Licenses or Certificates:
Ability to obtain any government required licenses or certificates. Driver's License required. CPR certified preferred. T.I.P.S. training preferred.
Additional language ability preferred.
Previous Management experience with Hilton brand hotels preferred.
OTO Development currently manages 33 upscale, mid-scale, and extended stay properties located in key markets throughout the United States....