Front Office Supervisor

Choice Hotels International, Inc (NYSE: CHH) is one of the largest lodging franchisors in the world. A challenger in the upscale segment and a leader in midscale and extended stay, Choice has more than 7,400 hotels, representing over 625,000 rooms, in 45 countries and territories. A diverse portfolio of 22 brands that run the gamut from full-service upper upscale properties to midscale, extended stay and economy enables Choice to meet travelers' needs in more places and for more occasions while driving more value for franchise owners and shareholders.

The award-winning Choice Privileges loyalty program and co-brand credit card options provide members with a fast and easy way to earn reward nights and personalized perks. For more information, visit 

The ability to model Choice's Cultural Values:
Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity are key to our success in inspiring Loyalty, Growth, and the Hospitality Spirit.

Our managed hotels portfolio includes Radisson Blu, Radisson, Radisson Red, Park Plaza, and Country Inn & Suites by Radisson.

Position Summary

The role of Front Office Supervisor requires an individual the ability to provide superior guest service in a fast-paced, hotel environment, ensuring 100% guest satisfaction; overseeing PBX and Front Office Operations.

Receives and processes incoming guests

Ensure a delightful, seamless arrival and departure for our guests.

Greets guest and processes hotel registration and other transactions

Keeps current on hotel accommodations, services and local attractions

Handles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction

Records resolutions to guest complaints on the "Make it Right" log

Works with other departments as appropriate to arrange for services requested by the guest

Stays current with developments in the hotel by reviewing and updating the communication log

Prepares end of shift summaries and communications for management and other shifts

Encourages day to day up selling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services and loyalty program

Makes reservations in accordance with hotel's yield management practices

Processes customer credit at check-in in accordance with hotel policy and data privacy policy standards

May be responsible for answering and fielding all calls to the hotel, both internal and external

Identifies and records special billing instructions and notifies Accounting

Obtains appropriate approvals and signatures for guest transactions

Follows hotel policy on cash banks

Maintains confidentiality of guest information

Supervises Front Office Operation and Employees

Assists Management in scheduling, training and evaluating front office employees

Provides on-going feedback and guidance to front office employees

Monitors front office processes and suggests improvements to management

Serves as model of exemplary customer service for other front office employees

Ensures through reporting and observation that billing and cash are handled according to hotel procedures and good accounting

Completes detailed shift reports

Pro-actively prepares for hotel events to provide great customer service

Stocks and replenishes front office tools and materials

Develops and implements strategies and practices which support employee engagement

Communicates performance expectations and provides employees with on-going feedback

Provides employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potential

Creates 100% guest satisfaction by providing the Radisson experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations:

Gives personal attention, takes personal responsibility and uses teamwork when providing guest service.

Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.

Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis.

Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction.

Performs other duties as required by management to provide 100% Guest Satisfaction and genuine hospitality to our Guests.

Performs other duties as required by management to provide 100% Guest Satisfaction and genuine hospitality to all guests

Requirement/Skills Minimum two years in hotel front desk position required Previous management experience required Able to collaborate effectively with other hotel employees and managers to ensure teamwork High school diploma or GED required, bachelor degree preferred Strong organizational skills, critical thinking skills, problem solver Strong computer systems skills including; reservations and reporting systems Strong Microsoft Office suite and reporting system skills Must work well in stressful, high pressure situations Must be able to…