Job title:  Front Office Supervisor

Reports to:  General Manager 

Job purpose

The role of the Front Office Supervisor is to assist the Front Office Manager in directing and coordinating the activities of the front desk, reservations, guest services and shuttle services, maximize revenues and ensure guest satisfaction while maintaining associate morale.

Duties and Responsibilities

Operational Responsibilities

• Supervise and develop all front office staff to include front desk staff and shuttle drivers.

• Train, cross-train, and retrais all front office personnel with the assistance of the Front Office Manager.

• Schedule the front office staff.

• Enforce company policies and procedures.

• Supervise workload during shifts.

• Assist the front office manager with the evaluate the job performance of each front office  team member.

• Maintains working relationships and communicate effectively with all departments.

• Maintain Master key control.

• Verify that accurate room status information is maintained and properly communicated.

• Verify that shift bucket checks are performed.

• Resolve guest issues quickly, efficiently, and courteously.

• Update group information.  Maintain, monitor, and prepare group requirements.  Relay information to appropriate personnel.

• Review and complete credit limit report.

• Communicates with all MOD’s to ensure that proper communication is passed along concerning any front office concerns or issues.

• Verify that front office banks are counted per shift and that any variances are researched and rectified.

• Enter room blocks for the sales department on an as needed basis.

• Investigate any variances in cash deposits.

• Enforce all cash-handling, check, and credit policies.

• Participate in monthly departmental meeting 

• Uphold the hotels commitment “We autograph our service with excellence”.

• Prepare performance reports related to the front office operations as needed by the front office manager.

• Maximize room revenue and occupancy by reviewing status daily.  Analyze rate variance, monitor credit report and maintain close observation of daily house count.  Monitor selling status of house daily, ie, flash report, allowance report, etc.

• Monitor high balance guest and take appropriate action.

• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.

• Cross check that all billing instructions are accurate.

• Make reservations as needed.

• Answer all incoming calls in a courteous and professional manner.

• Ensure that team members are, at all times, attentive, friendly, helpful and courteous to all guests, manager and other team members.

• Monitor all V.I.P.’s special guests and requests.

• Maintain required pars of all front office supplies.

• Review daily reports generated by night audit to ensure accuracy.

• Review and follow up on Guest Service Recovery Log on a daily basis.

• Ensure that all IHG standards are met on a consistent basis.

• Ensure that Reward Club enrollments are met each month.

• Responsible for achieving and OSAT score for front office of 95 or higher.

• Attend and actively participates in the weekly Revenue Management meeting.

Financial

• Full understanding of the budgeting process and P&L analysis.

• Assist the front office manager with preparing revenue and occupancy forecasting.

• Full understanding of the DayStar report.

Guest Relations

• Is proactive and demonstrates a sense of urgency when dealing with guest concerns.

• Is readily available and approachable to all guests.

• Interacts with guests on a frequent basis to obtain feedback about their experience.

• Anticipates the needs of heavy arrival/departure days or high profile guests in order to deliver flawless service.

Team Interaction

• Encourage and build mutual respect and cooperation among team members.

• Nurture an environment that encourages empowerment, motivation, teamwork and a passion for providing excellent service.

• Participate in mandatory monthly Departmental meetings.

• Communicate effectively with all property team members.

• Respond in a timely manner to Department Heads requests and concerns.

• Attends weekly Leadership Meeting conducted by the General Manager in the absence of the front office manager.

• Is professional and courteous towards team members at all times.

Company/Brand Policies & Procedures

• Adhere to safety policies and procedures to ensure a safe working environment for all team members.

• Ensure department is in compliance with all brand standards as it pertains to the front office.

• Ensure that team members are properly trained and are performing to meet company/brand standards.

Human Resources

• Closely monitor and control team member turnover by being hands on within the operation to determine deficiencies, moral issues, employee concerns and to address issues with a sense of urgency.

• Assist the Front Office Manager with the hiring and training of all front office team members.

• Assist the Front Office Manager with team member evaluations. 

• Ensure that all HR issues are addressed according to hotel policy.

• Ensure all employees are treated fairly, and with respect.

• Build rapport with team members by fostering an environment of open communication (open door policy).

• Assist the Front Office Manager with ensuring that pay and benefits are appropriate for labor market.

• Celebrate the success of team members.

Performs all other duties as requested by the General Manager

Qualifications

• At least one year front office supervisory experience in a similar size property.

• Strong analytical and computer skills.

• Well organized, detail oriented and excellent follow up.

• Excellent communication skills both internally and externally.

• Ability to adapt to an ever changing environment.

• Must have a proven track record of motivating associates to meet and/or exceed goals and to provide the highest quality of service to our guests.

• Possess basic understanding of budgeting and forecasting.

• Demonstrate the ability to mentor and develop team members.

• Able to professionally handle progressive disciplinary action.

• Willingness to work flexible hours to include weekends, holidays and late nights.

• Maintain a professional appearance at all times.

• Able to multitask and work in a fast paced environment.