Dual Front Office Supervisor

Winston Hospitality is looking for an experienced Front Office Supervisor for its 363-room dual-branded AC Hotel by Marriott and Element by Westin in San Antonio, TX.  

FUNCTION:

Oversees all Front Office Operations to ensure profitability, control costs, maximize profits, ensures quality service standards and to ensure total guest satisfaction.

RESPONSIBILITIES:

• Ensures complete guest satisfaction and following up with guest issues.
• Achieves financial goals.
• Drives the Revenue Management process.
• Hosts daily leadership meetings with team, setting the positive tone for the team. 
• Creatively thinking of better ways to enhance the guest experience and employee retention. 
• Manage and motivate all front office personnel with the daily supervision to include staffing, training, discipline, scheduling and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction.
• Checks and controls room reservations, front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue. Compile and prepare financial reports, including rate and availability calendar.
• Communicate with guests and employees both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work. Organize, conduct and/or attend meetings to obtain and disseminate pertinent information.
• Implement and monitor all brand and corporate marketing initiatives.
• Organize and conduct pre-shift and departmental meetings to disseminate pertinent daily information. Attend other hotel meetings as deemed necessary.
• Investigates guest complaints and handles as the first person of contact.
• Participates and/or steers the hotel Safety Committee.
• Ensures that Quality Standards and Services are maintained for Property, Product, and People.
• Provide assistance and instruction to employees and make routine hiring decisions.
• Manages Guest Service Relations, Training, and Guest Response processes.
• Communicates daily with other management, department heads and employees to ensure proper operating procedures are in compliance.
• Ensures Security for the hotel’s customers, employees, and property assets.
• Remains current on business trends and local activities.
• Enforces established policies and procedures the hotel brand and Winston Hospitality.
• Assists in check-in / check-out of guests or any related guest service activity.
• Covers all shifts including Night Audit if needed. 
• Participates and ensures smooth operation of Manager On Duty (MOD) Program.
• Practices the Hotel Culture and ensures all cultural expectations are implemented and regularly practiced throughout the hotel.
• Supports hotel’s training needs and efforts.
• Monitors Guest Scores and focuses on product improvement to include the PIP and Capital process.
• Perform other duties as requested.
• Prior Hotel Experience Preferred.  

NOTICE: 

Must be able to work all shifts and may be required to work a varying schedule. Standing, bending, stooping, and lifting weights up to and including 25 lbs. may be required. The hospitality business functions seven (7) days a week, twenty-four hours a day. In addition, this is a hospitality business, and a hospitable service atmosphere must be projected at all times.