Front Office Supervisor

Position Title: Front Office Supervisor

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 PEP 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