Front Office Supervisor

Tandem Hospitality Group; Atlanta (GA); On-site; USD 42,000 - 56,000; Full time

Job summary

Tandem Hospitality Group is seeking a Front Office Supervisor to lead the Front Desk team and ensure high-quality service across all guest interactions. You will collaborate with Housekeeping, Engineering, Catering and Sales to coordinate groups and events, coach staff, manage scheduling, and resolve guest issues while upholding hotel policies.

This role requires supervisory experience, 3 years in guest services, and proficiency in Microsoft Office; flexibility including weekends and holidays is

Qualifications

• 3 years' experience as a Guest Service Agent preferred.
• Supervisory experience required.
• Front Office Accounting experience.
• Proficiency in Microsoft applications.
• Verifiable record improving guest service and satisfaction.
• Ability to work a flexible schedule and weekends/holidays.

Responsibilities

• Oversee Front Desk operations and guest service quality.
• Lead Front Desk team and assist Guest concerns.
• Monitor inventory control and ordering for front office and supplies.
• Schedule Front Desk Agents and Night Auditors.
• Coach staff and enforce standards.
• Create and implement a training program for service culture.
• Collaborate with Reservations/Sales, Housekeeping, Engineering, Catering.
• Handle guest complaints professionally and resolve issues.
• Complete daily MOD report communicating guest opportunities.
• Assist with check-in/check-out processes.
• Review safety and security issues; implement corrective actions.

Skills

Guest service leadership

Supervisory experience

Front Office accounting

Microsoft Office

Guest satisfaction improvement

Flexible schedule

Job description

Job Description

The Front Office Supervisor must ensure high quality service and leadership for the Front of House operations. This individual is responsible for oversight and leadership of the Front Desk team and providing support for all operations. The individual will be well versed in Front Office operations to assist the Agents with guest concerns and overall guest service.

Job Responsibilities

• Responsible for the adherence and enforcement of all Hotel policies and procedures
• Responsible for maintaining the highest levels of professionalism and decorum amongst all the staff
• Monitor inventory control and ordering procedures for Front Office and guest supplies
• Oversee Front Desk Agent scheduling and requests
• Perform coaching and counseling of all Front Desk Agents, Night Auditors as needed to enforce standards
• Assists in creating a comprehensive training program instilling a culture of service and follow through
• Acts as a liaison between the Front Office and the Reservations/Sales team
• Is intimately involved in troubleshooting and drilling down to determine and eliminate guest issues
• Handle any guest complaint or issue in a professional manner
• Complete a daily MOD Report to communicate guest opportunities and other information
• Assist the Front Desk with all aspects of operations including check-in and check-out process
• Review all potential safety and security issues and implement corrective action steps
• Responsible for knowing all emergency procedures
• Coach associates how to resolve and de-escalate conflicts
• Assists in welcoming and escorting VIP's and other guests
• Work closely with Housekeeping, Engineering, Catering and Sales to assure groups and special functions are handled smoothly

Job Qualifications

• 3 years' experience as a Guest Service Agent preferred
• Supervisory experience required
• Front Office Accounting experience
• Proficiency in Microsoft applications is required
• Verifiable record improving guest service and satisfaction
• Ability to work a flexible schedule and be able to work weekends and holidays

Source: Tandem Hospitality Group