Our newly renovated hotel is seeking a Front Office Supervisor to join our dynamic team!
The Front Office Supervisor is responsible for assisting the Front Office Manager with the operation of the Front Office in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.
At least 2 years of progressive experience in a hotel or a related field.
Supervisory experience required.
Must be proficient in Windows operating systems.
Long hours sometimes required.
Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Ability to stand during entire shift.
Must be able to convey information and ideas clearly.
Must be able to evaluate and select among alternative courses of action quickly and accurately.
Must work well in stressful, high pressure situations.
Must maintain composure and objectivity under pressure.
Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
Must be able to work with and understand financial information and data, and basic arithmetic functions.
What you will be doing
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Maintain regular attendance in compliance with Aimbridge Hospitality standards, as required by scheduling which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand standards).
Comply at all times with Aimbridge Hospitality standards and regulations to encourage safe and efficient hotel operations.
Comply with certification requirements as applicable for position to include: Food Handlers, Alcohol Awareness, CPR & First Aid.
Maintain a warm and friendly demeanor at all times.
Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk.
Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
Assist to Motivate, coach, counsel and discipline all Guest Services personnel according to Aimbridge Hospitality S.O.P.'s.
Ensure compliance to brand and company training, using the steps to effective training according to Aimbridge Hospitality standards.
Assist with preparation of all Guest Services interviews and follow hiring procedures according to Aimbridge Hospitality S.O.P.'s.
Assist with 90 day and annual Guest Service employee performance appraisals according to S.O.P.'s.
Assist with development of employee morale and ensure training of Guest Services personnel.
Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency, monitor credit report and maintain close observation of daily house count.
Attend all required Rooms Merchandizing meetings with all appropriate reports and documentation necessary to establish select sell guidelines and implement appropriate restrictions.
Assist with supervision of the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy.
Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
Assist with preparation of employee Schedule according to business forecast, payroll budget guidelines and productivity requirements. Present with Wage Progress Report to General Manager weekly.
Ensure that no-show revenue is maximized through consistent and accurate billing.
Maintain Aimbridge Hospitality S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Aimbridge Hospitality S.O.P.'s.
Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
Monitor proper operation of the P.B.X. console and ensure that employees maintain Aimbridge Hospitality S.O.P.'s in its use.
Monitor the process of taking reservations ensuring that Aimbridge Hospitality courtesy and upselling techniques are maintained.
Greet and welcome all guests approaching the Front Desk in accordance with Aimbridge Hospitality S.O.P.'s.
Ensure implementation of all Aimbridge Hospitality policies and house rules.
Understand hospitality terms.
Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
Coordinate all aspects of the ongoing implementation of the Aimbridge Hospitality philosophy of service.
Ensure correct and accurate cash handling at the Front Desk.
Attend monthly all-employee team meetings and any other functions required by management.
Obtain all necessary information when taking room reservations.
Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
Be aware of all rates, packages and promotions currently underway.
Follow and enforce all Aimbridge Hospitality hotel credit policies.
Process and handle guest laundry (property specific).
Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
Maintain and monitor "Lost and Found" procedures and policies according to Aimbridge Hospitality standards.
Establish and maintain key control system.
Ensure participation within department for monthly Aimbridge team meeting.
Focus the Guest Services Department on their role in contributing to the guest service scores.