Front Office SupervisorResponsible for ensuring the smooth and efficient operation of the front office. Assists Duty Manager/AFOM/FOM in their absence, and supports GSA, concierge, and bellman as needed.
Provides courteous and efficient service, complying with guest requests whenever possible.
Supervises receptionists and ensures the smooth operation of registration, mail, key, and concierge counters.
Manages the front office system as imposed by the hotel.
Trains and guides new staff or trainees with a buddy system.
Assists staff in expediting problem payments (e.g., issues with processing credit cards).
Follows up with guests regarding satisfaction with guest-related issues.
Prepares all necessary materials for check-in (i.e., registration, welcome folder, keys, etc.) for VIPs, pre-registered guests, and groups before their arrival.
Processes all payment types including room charges, cash, checks, debit, or credit.
Anticipates sold-out situations and obtains satisfactory alternative accommodations when the property cannot accommodate guests with reservations.
Responsible for the assignment and blocking of rooms for arriving guests, particularly VIPs and groups, as well as special request guests.
Checks and coordinates with housekeeping on room discrepancy reports and any outstanding issues; tracks room readiness for check-in.
Reviews shift logs/daily memo books and documents pertinent information in logbooks.
Counts bank at the beginning and end of shifts; balances and drops receipts according to accounting specifications.
Follows all company policies and procedures; maintains a clean and professional appearance; ensures confidentiality of proprietary information.
Takes room reservations at the counter or over the telephone.
Communicates clearly and professionally; prepares and reviews written documents accurately; answers telephones using appropriate etiquette.
Develops and maintains positive working relationships with others; ensures Front Office personnel are treated fairly and equitably.
Directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures.
Handles minor guest complaints and reports significant events to the Duty Manager.
Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.
Supervises reception personnel to ensure optimum occupancy and average room rate for maximizing revenue.
Monitors Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition.
Responsible for maintaining sufficient stock of all supplies and forms at the front desk and ensuring cleanliness.
Inspects frequently for cleanliness and orderliness in the back office, lobby, reception, cashier's desk, and VIP rooms prior to arrival.
Follows up on outstanding operational issues.
Provides information to co-workers and subordinates via telephone, written form, e-mail, or in person.
Analyzes information and evaluates results to choose the best solutions and solve problems.
Accepts other duties as directed from time to time.#J-18808-Ljbffr