Front Office Supervisor

Front Office Supervisor (Administrative) RESPONSIBILITIES

• Provide courteous guest service by responding promptly and efficiently to inquiries, directions, requests, complaints, and by accurately processing guest mail and messages.
• Assists guests upon arrival and departure, handling check-in and check-out procedures.
• Direct incoming phone call requests to the correct phone extensions.
• Take reservations when reservations agent is not scheduled.
• Oversee front desk staff and ensure that duties are completed in accordance with established policy and procedure.
• Assist in on-going training.
• Assist with schedule for the Front Desk.
• Assume duties for the Director of Front Office Operations when gone.
• Review expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment.
• Send faxes as needed
• Print daily and pre shift reports
• Perform Bucket Checks during shift

• Success Coach every Thursday
• Fifty percent off your restaurant bill for up to six guests
• 401 (k)
• Discounted Bus Passes
• Free meals during shift
• PTO Program
• & so much more!

Physical Demands:
Must be able to see computer screens, and other documents. Must be able to hear well enough to communicate with co-workers, associates and customers, and attend meetings. Requires walking, standing for extended periods of time. Must have free movement of hands for typing and lifting. Must be able to life 20+ pounds infrequently. Must be able to stand for the entire shift.

Environmental Conditions:

Inside 100% of working time. Protection from weather changes, but not necessarily from temperature changes.

Essential

Skills:

Requires knowledge of the hotel business policies, procedures and services. Must possess the ability to communicate positively with guests and co-workers. Must be able to work with differing computer software, including but not limited to:
Microsoft Excel, Microsoft Word and Hotel property management systems (OPERA). Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information. Must have knowledge of the Metro-Detroit area, local attractions, sporting teams, concert venues, dining and shopping options etc. Must be able to professionally represent the hotel.

Must be detailed oriented, and able to manage multiple priorities in a fast-paced luxury hotel environment.

Education/Vocational Preparation:
High school graduate or equivalent. One (1) year of experience in the hospitality or industry equivalent preferred plus.

This Job Description is intended to provide a general overview of the tasks, duties and responsibilities with the position identified below. Although an individual employed in this position is expected to perform all of the functions referenced below, differences may exist depending on the specific location where an individual may be working.

The Townsend Hotel provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. All employment is decided based on qualifications, merit, and business need.

This policy applies to all terms and conditions of employment.