Front Office Supervisor

GRAHAM HOTEL SYSTEMS INC; Ann Arbor (MI); On-site; USD 32,000 - 52,000; Full time

Job summary

Graham Hotel Systems Inc. is seeking a Front Desk Supervisor to greet guests, manage check-ins, upsell rooms, verify payments, and coordinate with other departments. The role emphasizes professional appearance, strong English communication, and teamwork in a fast-paced hotel setting.

Responsibilities include registration, cash handling, resolving guest issues, and assisting with group reservations. The position requires flexibility in scheduling and the ability to train staff while maintaining

Qualifications

• Must be 18 years or older.
• Must be able to communicate in English.
• Self-starting personality with an even disposition.
• Maintain a professional appearance and manner at all times.
• Willingness to help co-workers and be a team player.
• Ability to use a calculator for moderately complex calculations.
• Ability to deal with customers with patience, tact and diplomacy.
• Ability to establish and maintain effective working relationships.
• Ability to stand and move throughout front office and perform essential job functions.
• Ability to input information using a moderately complex computer system.
• Ability to observe signs of emergency situations.

Responsibilities

• Greet customers immediately with a friendly and sincere welcome.
• Complete registration by inputting and retrieving information from the computer.
• Promote sales initiatives and upsell room revenue.
• Make appropriate room selections based on guest needs and provide welcome folders with keys and certificates.
• Verify/swipe credit cards for authorization and handle cash while balancing the house bank.
• Answer phones promptly and input messages into the computer; retrieve mail and packages.
• Close guest accounts at checkout and address dissatisfaction, negotiating revenue allowances if needed.
• Resolve guest issues and complaints; develop effective solutions and maintain calm during emergencies.
• Stock Dash In and Union stores and Front Office supplies; build rapport with other departments.
• Participate in weekly staff meetings and train/on-board other guest service staff.
• Implement ideas to upsell and increase revenue; follow up on group resumes daily and weekly.
• Maintain flexibility in scheduling and assist guests during sold-out nights.
• Understand and manage room inventory and room assignments; perform other duties as assigned.

Skills

Customer service

Communication

Team player

Cash handling

Problem solving

Multitasking

Attention to detail

Computer input

Job description

Description

the Front Desk Supervisor is responsible for:

Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, and respond with appropriate action.

Complete registration process by inputting & retrieving information from computer, confirming pertinent information. Promote sales initiatives. Make appropriate selection of rooms based on guest needs. Provide welcome folders containing room keys, certificates, coupons, as appropriate.

Verify/swipe credit cards for authorization. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers checks, and other forms of payment.

Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate with guests. Retrieve mail/packages.

Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.

Field guest complaints, conduct research, develop effective solutions, negotiate results. Listen and extend assistance. Remain calm and alert during emergency situations and heavy hotel activity.

Owning and resolving all guest issues.

Stocking and inventory of the Dash In and Union stores, and Front Office supplies.

Building rapport with other departments for smooth functionality.

Participate in weekly staff meetings.

Train and on-board other guest service staff.

Strategize and implement ideas for upselling and increasing room revenue and sales.

Follow up on group resumes daily and weekly.

Flexibility in scheduling shifts.

Ability to walk guests on sold out nights.

Understand and implement room inventory and room assignments.

Perform any other job related duties as assigned.

Requirements

Must be 18 years or older

Must have the ability to communicate in English.

Self-starting personality with an even disposition.

Maintain a professional appearance and manner at all times.

Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.

Ability to use a calculator to prepare moderately complex mathematical calculations without error.

Ability to effectively deal with customers, with high levels of patience, tact and diplomacy.

Ability to establish and maintain effective working relationships with associates and customers.

Ability to stand and move throughout front office and continuously perform essential job functions.

Ability to access and accurately input information using a moderately complex computer system.

Ability to observe and detect signs of emergency situations.