The Front Office Supervisor is responsible for assisting the Front Office Manager in overseeing the daily operations of the front desk, ensuring adherence to hotel policies and procedures, and providing outstanding guest service. This role requires strong leadership skills, excellent communication abilities, and a proactive approach to problem-solving. The Supervisor will act as a point of contact for guests and staff, ensuring a seamless and positive experience from check-in to check-out.

Essential Functions:

• Guest Service Excellence:
  • Lead by example in providing exceptional guest service, anticipating guest needs, and resolving complaints efficiently and professionally.
  • Ensure all front office associates adhere to guest service standards and brand guidelines.
  • Handle guest inquiries, requests, and feedback in a timely and courteous manner, escalating complex issues to the Front Office Manager when necessary.
  • Maintain a thorough knowledge of hotel services, facilities, and local attractions to provide accurate information to guests.
  • Foster a positive and welcoming atmosphere in the lobby area.
• Operational Efficiency:
  • Assist in the daily management of front desk operations, including check-ins, check-outs, reservations, and guest accounting.
  • Ensure accurate processing of guest payments and folios.
  • Monitor room availability and coordinate with housekeeping and other departments to ensure efficient room assignment and readiness.
  • Maintain a balanced cash drawer and adhere to all cash handling procedures.
  • Assist in training new front office associates on hotel policies, procedures, and service standards.
  • Ensure the front desk area is organized, clean, and presentable at all times.
  • Monitor and manage telephone and email communications efficiently.
  • Troubleshoot basic technical issues related to front office systems.
• Team Leadership and Support:
  • Provide guidance, support, and motivation to front office associates.
  • Assist in scheduling and ensuring adequate staffing levels to meet operational needs.
  • Communicate effectively with team members regarding daily tasks, guest information, and hotel updates.
  • Provide feedback to the Front Office Manager on associate performance and areas for development.
  • Foster a positive and collaborative team environment.
• Compliance and Safety:
  • Ensure adherence to all hotel policies, procedures, and safety regulations.
  • Be knowledgeable about emergency procedures and assist in their implementation when necessary.
  • Maintain guest confidentiality and security.
  • Report any maintenance issues or safety hazards to the appropriate department.

Other Tasks:

• Assist with inventory management of office supplies and guest amenities.
• Participate in staff meetings and training sessions as required.
• Assist with special projects or tasks as assigned by the Front Office Manager.
• Maintain a log of significant guest interactions and issues.
• Stay updated on hotel promotions and special offers.
• Perform night audit duties as needed (depending on hotel operations).
• Collaborate with other hotel departments to ensure seamless guest experiences.

Core Competencies:

• Customer Focus: Demonstrates a strong commitment to meeting and exceeding guest expectations. Proactively seeks to understand guest needs and provides exceptional service.
• Communication: Communicates clearly, concisely, and professionally both verbally and in writing. Actively listens to others and adapts communication style to different audiences.
• Leadership: Ability to guide, motivate, and support team members. Leads by example and fosters a positive work environment.
• Problem-Solving: Identifies and analyzes problems effectively. Develops and implements appropriate solutions in a timely manner.
• Organization and Time Management: Effectively prioritizes tasks, manages time efficiently, and maintains organized work processes.
• Attention to Detail: Pays close attention to accuracy and completeness in all tasks. Ensures high-quality work.
• Adaptability and Flexibility: Adjusts effectively to changing situations and demands. Remains calm and composed under pressure.
• Teamwork: Collaborates effectively with colleagues and other departments to achieve common goals. Supports team decisions and efforts.
• Integrity and Trust: Maintains ethical standards and builds trust with guests and colleagues. Handles confidential information responsibly.
• Technical Proficiency: Demonstrates proficiency in using hotel property management systems (PMS) and other relevant software.

Qualifications:

• High school diploma or equivalent required; Associate's or Bachelor's degree in Hospitality or a related field preferred.
• Minimum of one year of experience in a hotel front office role.
• Excellent customer service and interpersonal skills.
• Strong written and verbal communication skills.
• Proficiency in computer skills, including Microsoft Office Suite and property management systems.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.
• Ability to handle stressful situations and resolve conflicts effectively.
• Knowledge of hotel operations and best practices.

Physical Requirements:

• Ability to stand or sit for extended periods.
• Ability to lift and carry up to 25 pounds occasionally.
• Ability to bend, stoop, and reach.
• Manual dexterity to operate computer and other office equipment.