Position Title: Front Office Supervisor
Revised: 11/11/22
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 OnQ 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
