Front Office Supervisor

Description

As the Front Desk Supervisor, you will manage the performance of the guest service specialists and monitor the front desk operations. Report any observed deviations to established standards and review and adjust staffing daily to ensure optimum staffing levels. Manage administrative functions in accordance with established standards. Ensure efficient guest registration, checkout and telephone service. Direct and train guest service staff and operators.

Assist in ongoing training and recruitment. Create weekly schedules and maintain them through changes.

• Employee must be in uniform daily, including name tag properly displayed and properly groomed per hotel standards.
• Observes performance and encourages improvement.
• Assists in interviews and selection, trains, supervises, evaluates, counsels, and administers disciplinary procedures for front office staff.
• Monitors special requests and oversees rate changes and room moves.
• Works closely with Housekeeping to ensure daily services and turn of rooms is done efficiently and follows up on any guest request items and lost and found.
• Resolves guest concerns and implements resolutions by using discretion and judgment.
• Reviews daily business levels, anticipates critical situations and assists in planning effective solutions to best expedite these situations.
• Inspects grooming and attire of staff; rectifies all deficiencies.
• Constantly monitors staff performance and ensures that all procedures are carried out according to departmental standards.
• Monitors staff’s interaction with guests, ensuring prompt and courteous service; resolves discrepancies with respective personnel.
• Observes guest reactions and confers frequently with staff to ensure guest satisfaction.
• Anticipates guests’ needs, responds promptly and acknowledges all guests.
• Knowledgeable about entire property, including all scheduled activities, group functions, food and beverage outlets, entertainment and hours of operation of all activities, events and outlets.
• Adheres to hotel requirements for guest/employee accidents or injuries.
• Exhibits a friendly, helpful and courteous manner when dealing with guests or fellow employees.
• First point of contact for front desk agents/help or callouts.

Physical Requirements:

Front desk Supervisor must be able to stand for long periods of time. A front desk Supervisor must be able to lift or push up to 50 pounds on occasion.

Working Environment:
Front desks and lobby areas. 10am - 6pm

Hotel Bethany Beach is an Equal Opportunity Employer. We are committed to a policy of equal employment opportunity for all individuals, and we prohibit discrimination based on race, color, religion, sex, gender identity, sexual orientation, national origin, disability, age, or any other characteristic protected by federal, state, or local law. We value diversity and are committed to creating an inclusive environment for all employees.