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Front Office Operations Supervisor
3 months ago
Position Overview
Oversee all elements of the front office operations, which may encompass guest check-in and check-out, concierge services, business center management, and guest reservations to ensure a high level of guest satisfaction while optimizing hotel revenue. Adhere to established brand standards and operational guidelines.
Key Responsibilities
- Supervise daily operations and tasks of front office personnel; organize, plan, and delegate responsibilities. Develop and communicate departmental objectives and strategies. Ensure adherence to policies and procedures.
- Recommend and/or initiate actions related to staffing, including salary adjustments and disciplinary measures, in line with company policies. Notify management of significant issues.
- Ensure comprehensive training for all staff on operational systems, security protocols, cash handling procedures, and service standards, providing them with the necessary tools to perform their roles effectively.
- Monitor front office team to guarantee guests receive prompt, professional service and personal recognition. Ensure guests are welcomed upon arrival and address guest complaints appropriately. Implement service recovery strategies to achieve total guest satisfaction.
- Inspire and motivate staff to create a productive work environment.
- Conduct regular inspections of the front office and public areas to ensure they reflect the hotel's high standards. Develop action plans to address any deficiencies.
- Analyze guest satisfaction metrics and formulate plans to meet established goals aligned with brand standards.
- Achieve targeted revenue goals, manage labor costs and expenses, and enhance profitability across all front office operations.
- Contribute to the development of the annual departmental budget and financial plans that support the hotel’s overall objectives.
- Assist revenue management in executing strategies to meet the hotel's occupancy and Average Daily Rate targets.
- Maintain security protocols for financial transactions and guest safety. Verify billing instructions and guest credit in accordance with hotel credit policies.
- Establish and maintain procedures for monitoring communication to ensure all calls are handled and documented according to established protocols. Coordinate the dispatch of services and work orders to the appropriate departments. Ensure all tracking systems are utilized effectively.
- Develop and implement training procedures for front desk operations to serve as a central communication point during emergencies.
- Possess in-depth knowledge of hotel amenities, local attractions, and transportation options.
- Foster teamwork and quality service through daily communication and collaboration with other departments, including Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
- Engage with external contacts:
- Guests – to ensure their complete satisfaction
- Regulatory agencies – regarding safety and emergency protocols
- Other necessary contacts (professional organizations, community groups)
- Perform additional duties as assigned. May also act as the manager on duty.
Accountability
This position is the senior front office role at a full-service hotel or a regional extended-stay property, reporting to the General Manager at a full-service or focused hotel. Typically supervises front desk agents, bell services, reservations, and PBX operations.
Qualifications
A Bachelor's degree in Hotel Management or Business Administration, along with 3 years of experience in Front Office or Guest Services, including management experience, or an equivalent combination of education and experience. Fluency in English is required; proficiency in additional languages is preferred.
Essential Skills
- Ability to stand for extended periods at the front desk and in office areas.
- Capability to lift items weighing up to 50 pounds.
- Proficient in handling various objects.
- Skilled in using a keyboard for property management and reservation systems.
Additional Requirements
- Strong communication skills are essential for effective interaction with guests, employees, and third parties, reflecting positively on the hotel and brand.
- Demonstrated leadership abilities.
- Proficient reading and writing skills for completing paperwork, management reports, and training materials.
- Mathematical skills, including basic math, budgeting, and understanding profit/loss concepts.
- Strong problem-solving, reasoning, motivational, organizational, and training skills.
- Willingness to travel for workshops, specialized training, and certifications.
- Availability to work nights, weekends, and holidays as required.
