Front Office Supervisor
2 weeks ago
Job Summary
We are seeking a highly skilled and experienced Guest Services Supervisor to join our team at Silver Hotel Group. As a key member of our front office team, you will be responsible for ensuring a smooth and efficient operation of the hotel, providing exceptional guest service, and leading a team of front desk staff.
Key Responsibilities
- Supervise and coordinate the activities of the front desk team, ensuring that all guest requests are met and that the hotel's service standards are maintained.
- Act as a role model in providing exceptional guest service, ensuring that all guests receive a warm and welcoming experience.
- Manage the registration and check-out process, including processing customer payments and resolving any issues that may arise.
- Train and develop the skills of front desk staff, ensuring that they have the knowledge and tools needed to provide excellent service.
- Collaborate with other departments, including accounting, revenue management, sales, food and beverage, housekeeping, and maintenance, to ensure seamless operations and excellent guest service.
- Verify that accurate room status information is maintained and properly communicated to ensure that guests receive the best possible service.
- Resolve guest complaints and issues in a timely and professional manner, ensuring that guests are satisfied with their stay.
- Assist with scheduling, payroll, coaching, performance management, hiring, performance reviews, and training for all front desk staff.
- Understand and comply with all health and safety rules, regulations, and laws, and report any incidents or hazards to ensure a safe working environment.
Requirements
- Previous supervisory experience in a hospitality setting, preferably in a front office or guest services role.
- Excellent interpersonal and communication skills, with the ability to engage with guests, visitors, vendors, and team members.
- Ability to work in a fast-paced, high-pressure environment, maintaining composure and objectivity.
- Ability to interact in a team environment with multiple divisions and departments.
- Excellent written and verbal communication skills, with proficiency in property operating systems and MS Office.
- Ability to work flexible shifts, including days, evenings, overnights, weekends, and holidays, as required by management and operations.
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