Employment Type : Full-Time
The Front Office Supervisor is responsible for assisting the Front Desk Manager and/or General Manager while providing attentive courteous and efficient service to all guests prior to arrival and throughout their stay. He/she is also responsible for maximizing room revenue and occupancy. GENERAL RESPONSIBILITIES: · Provide the highest quality of service to the guests at all times. · Meet and greet guests as well as ensure all hotel staff provides an air of gracious hospitality to all guests. · Have a thorough knowledge of the property and community. · Have a thorough knowledge of the room types and the differences between them. · Manage meeting room and group sales. · Coordinate and communicate all sales, group meetings and sleeping room information with Front Desk. · Maximize unit room revenue through effective use of the sales menu options in the property management system. · Work closely with the General Manager to ensure a proper balance and mix of rooms, and that rooms are sold to maximize rates. Monitor fluctuations and trends in volume of rooms sold to be used in short and long-term forecasting. · Have a thorough working knowledge of the central reservation system. · Ensure that all equipment is maintained in accordance with service standards and that outages are reported and resolved in a timely manner. · Monitor communication between departments to ensure a positive flow of information in a timely manner. · Maintain downtime procedures to ensure that no revenues are lost during equipment outages. · Assist in promoting sales of property services to current and future guests. · Develop point of purchase promotional material for local programs as needed. · Verifies that accurate room status information is maintained and properly communicated. · Resolves guest problems quickly, efficiently, and courteously. · Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate staff. · Receives information from the previous shift manger and passes on pertinent details to the oncoming manager. · Upholds the hotel's commitment to hospitality. · Prepares performance reports related to front office. · Monitor high balance guest and take appropriate action. · Ensure implementation of all hotel policies and house rules. · Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes. · Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner. · Monitor all V.I.P 's special guests and requests. · Maintain required pars of all front office and stationary supplies. · Review daily front office work and activity reports generated by Night Audit. · Review Front office log book and Guest feedback forms on a daily basis. · Maintain an organised and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs. · Wear proper attire at all times in accordance with the Company Dress Code. · Other duties as assigned, of which the associate is capable of performing. FINANCIAL RESPONSIBILITIES: · Reviews and completes credit limit report. · Works within the allocated budget for the front office. · Checks cashiers in and out and verifies banks and deposits at the end of each shift. · Enforces all cash-handling, check-cashing, and credit policies. · Prepare revenue and occupancy forecasting. · Ensure that associates comply with tip-reporting requirements. · Input and reconcile invoices as directed by the Front Office Manager/General Manager. · Supervise and reconcile cash controls for each shift in attendance. · Input weekly payroll as required and properly store previous week time cards. · Work full time desk shifts. · Ensure that all credit policies are being followed and that the credit report is resolved daily. · Have a thorough knowledge of Accounts Receivable ensuring that all outstanding invoices are settled. · Process on a timely basis all Accounts Payable batches (Invoices, Petty Cash, and Checks). · Track all cost accounts to determine if they are within budgeted guidelines. Review these accounts with the General Manager to ensure each department is controlling cost within the budget. · Review PMS and Management Company daily report to ensure accuracy and accounting procedures are being followed at all times. · Responsible for input, coding, and filing of invoices and new vendor set up. LEADERSHIP & MANAGEMENT OF STAFF: · Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guest’s managers and other employees. · Show all pertinent videos relating to the hotel and their job specific area. · Promote teamwork and associate morale. · Analyze and resolve work problems or assist associates in solving work problems. · Initiate or suggest plans to motivate associates to achieve work-related goals. · Ensure adherence to the Guarantee of Fair Treatment Policy. · Comply with all regulations and guidelines for Human Resource tasks. · Assist in ensuring staff continues to learn importance of excellent service. · Recommend or initiate personnel actions, such as promotions, transfers, discharges, and disciplinary measures. · Coach and counsel associates to encourage positive behaviors and correct negative behaviors. · Must properly document all company policy violations by any staff who you supervise as well as the documentation of any and all associate actions taken. · Be knowledgeable of associate benefits, procedures, and administration. Ensure benefits are administered on a timely basis. · Establish an effective communication and information system through logs, monthly meetings, coaching, and counseling. · Review weekly staff schedules for front desk while balancing guest service and budgeted hours. · Implement company policies and provide a safe working environment by ensuring compliance with safety programs and job safety analysis. · Ensure labor staffing guidelines are followed. · Must be thoroughly familiar with Employee Handbook and all policies and rules it contains. · Must adhere to all work rules, procedures, and policies established by the company, including, but not limited to, those contained in the Employee Handbook, Safety Manual, and operating guides. SAFETY & SECURITY RESPONSIBILITIES: · Have a thorough knowledge of all emergency procedures. · Train in job safety, fire safety, blood borne pathogens, and MSDS. · Promote and administer the unit’s total loss prevention effort. · Practice safety standards at all times and be alert to hazardous conditions. Report or correct any hazardous conditions immediately. FOOD & BEVERAGE RESPONSIBILITIES: · Responsible for guest satisfaction in terms of food and beverage, hospitality and service standards. · Responsible for food and beverage inventory control system. · Develop food and beverage purchase and production requirements based on daily inventories and order lead times. · Establish and implement menus for special functions. Job Type: Full-time Pay: From $18.00 per hour Benefits: Schedule: COVID-19 considerations: Education: Experience: Shift availability: Work Location: One location
All hotel guests and employees are required to wear a face mask.