The Front Office Supervisor is responsible for the management of all aspects of the Front Desk functions in accordance with hotel standards. This role directs, implements, and maintains a service and management philosophy that guides associates on providing a high-level guest experience, ensuring personalized service is offered to every guest.

Essential Job Functions and Responsibilities

Safety and Environmental Performance

• Ensuring that all applicable safety regulations are communicated and adhered to by personal example
• Support full hotel compliance with safety rules to further our goal of zero (0) accidents and encouragement of reporting and correcting near misses
• Adhere to SOPs and other work procedures as required to ensure guest satisfaction and consistent service is delivered to our patrons
• Immediately report all injuries to Loss Prevention, as well as the manager on duty

Work Requirements

• Support the vision, mission, and service standards of the Galt House Hotel by providing positive, consistent service that exceeds guest expectations
• Supervise and train Front Desk Agents daily to ensure consistency in Galt House Hotel standards and guest satisfaction
• Make a daily reservation count of arrivals and departures to aid in the selling of rooms
• Use suggestive selling techniques to upgrade room types and promote other services of the hotel
• Register all incoming guests in a friendly and efficient manner
• Stay up to date on room rates, packages, discounts, and how to handle each
• Develop a thorough knowledge of room types, location, literature, furnishings, and other amenities that are included
• Handle complaints courteously and relay them to your manager for appropriate action
• Plan, schedule, organize, coordinate, and administer front office activities. Perform responsibilities of Front Desk Agent
• All other duties as required

Qualifications

• High School Diploma or GED
• 2 years of customer service experience, preferably in the hospitality industry
• Basic computer and math skills
• Professional telephone etiquette and office skills
• Excellent oral and written communications skills
• Fluency in English with preferred experience in a foreign language
• Ability to input and access information in the property management system/computers/point of sales system
• Ability to type proficiently
• Ability to suggestively sale
• Ability to analyze and solve problems

Working Conditions

• Performing under various temperature conditions
• Operating outdoors and indoors
• Heavy lifting
• Standing for extended periods
• Walking long distances
• Under variable noise levels
• Around dust and mite hazards
• Around fumes and odor hazards
• Around chemicals
• Required to wear a company-provided uniform when applicable
• Working around moving machinery/heavy equipment
• Slippery and uneven walking surfaces