Front Office Supervisor

The primary purpose of the Front Office Supervisor is the correct and appropriate checking in and checking out of guests and providing services to these guests courteously and professionally. The Front Office Supervisor will also be responsible for training all Front Office staff and assisting the Front Office Manager in improving the culture of the department and hotel. The Front Office Supervisor will also be assigned tasks that will improve his/her knowledge of the operations and accounting of the Front Office.

The hotel values an LOU attitude, where an employee is encouraged to Lead, take Ownership and deal with situations of all kinds with a sense of urgency.  While this document describes the general nature and level of work being performed by people assigned to this job, we encourage and expect our team to go above and beyond the minimum standards at all times to show concern and care for the guest, co-workers, and managers.  The hotel believes in a culture where team members help each other and work together in an environment where the most important task is providing exceptional service to guests at all times. 

What will you be doing

• Overseeing two overnight shifts (typically 10 pm- 7 am ).
• Through proper Front Office rooms merchandising procedures, to ensure management of the rate structure via Reservations and Front Office salesmanship, and meet or exceed average rate goals of the hotel as well as total rooms revenue.
• Ensure all Front Office systems and control procedures comply with corporate policy and procedures.
• To maintain open and transparent communication with all internal departments.
• Ensure proper and appropriate staffing in all said areas at all times.  Schedule to peaks and valleys in occupancy.
• Be familiar with and able to direct all fire, life, and safety procedures and train staff in appropriate fire, life, and safety procedures.
• Create a culture of profitability, guest satisfaction, and employee satisfaction.
• Implement and monitor guest service programs and VIP programs.
• Assist in handling all complaints and incidents and communicate with management.
• Use the guest's name in all transactions.
• Have complete knowledge of hotel services, outlet hours of operation, and knowledge of the area.

Education and Experience:

1-2 years of front desk experience at a select-service hotel preferred. One year of front office supervisor experience is preferred. 

Language Skills: Ability to read and comprehend instructions, short correspondence, and memos, ability to write professional correspondence, ability to effectively present one-on-one and small group situations to customers, clients, and other staff members of the organization and hospitality community.

Tools and Equipment:

Proficient in OnQ PMS, Opera, or Fosse systems.Word and Excel Proficiency. Able to coach and train.   

Rate of Pay:

* For applicants who will be working in NYC, the anticipated compensation range for the position is $20.00 to $24.00 per hour. The hourly rate offered to a successful candidate will depend on several factors that may include but are not limited to years of experience within the job, years of experience within the required industry, education, etc.