Front Office Supervisor

ATMA Hotel Group; Chapel Hill (NC); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Front Office Supervisor to enhance guest experiences and lead a dedicated team. This role requires a proactive individual who can effectively manage front desk operations, resolve guest issues, and uphold service excellence standards. The ideal candidate will have strong communication skills and a proven track record in hospitality management. Join a dynamic environment where your leadership will directly impact guest satisfaction and team morale. If you're ready to take your career to the next level and thrive in a fast-paced setting, this opportunity is perfect for you.

Qualifications

• 1+ year of supervisory experience in front office operations.
• Strong analytical and computer skills for effective management.
• Ability to motivate staff and deliver high-quality service.

Responsibilities

• Supervise front office staff and ensure excellent guest service.
• Maximize room revenue and maintain accurate room status.
• Assist with hiring, training, and evaluations of team members.

Skills

Analytical Skills

Communication Skills

Organizational Skills

Customer Service

Team Leadership

Budgeting Knowledge

Education

High School Diploma or Equivalent

Job description

Job title: Front Office Supervisor

Reports to: General Manager

Job Purpose

The role of the Front Office Supervisor is to assist the Front Office Manager in directing and coordinating the activities of the front desk, reservations, guest services, and shuttle services. The goal is to maximize revenues and ensure guest satisfaction while maintaining associate morale.

Duties And Responsibilities

Operational Responsibilities

• Supervise and develop all front office staff, including front desk staff and shuttle drivers.
• Train, cross-train, and retrain all front office personnel with the assistance of the Front Office Manager.
• Schedule the front office staff.
• Enforce company policies and procedures.
• Supervise workload during shifts.
• Assist the front office manager in evaluating the job performance of each team member.
• Maintain effective communication and working relationships with all departments.
• Maintain master key control.
• Ensure accurate room status information is maintained and communicated.
• Verify shift bucket checks are performed.
• Resolve guest issues promptly, efficiently, and courteously.
• Update group information and monitor group requirements, relaying information to relevant personnel.
• Review and complete credit limit reports.
• Communicate with all MODs to ensure proper communication concerning front office issues.
• Verify front office banks are counted per shift, researching and rectifying variances.
• Enter room blocks for the sales department as needed.
• Investigate variances in cash deposits.
• Enforce all cash-handling, check, and credit policies.
• Participate in monthly departmental meetings.
• Uphold the hotel's commitment: "We autograph our service with excellence".
• Prepare performance reports related to front office operations as needed.
• Maximize room revenue and occupancy by reviewing daily status, analyzing rate variance, monitoring credit reports, and observing daily house counts.
• Monitor high balance guests and take appropriate actions.
• Ensure timely logging and delivery of messages, packages, and mail.
• Verify billing instructions are accurate.
• Make reservations as needed.
• Answer all calls courteously and professionally.
• Ensure team members are attentive, friendly, helpful, and courteous at all times.
• Monitor VIPs and special guest requests.
• Maintain appropriate levels of front office supplies.
• Review daily reports from night audit for accuracy.
• Follow up on the Guest Service Recovery Log daily.
• Ensure all IHG standards are consistently met.
• Achieve monthly Reward Club enrollment targets.
• Maintain an OSAT score of 95 or higher for the front office.
• Participate actively in weekly Revenue Management meetings.

Financial

Understand the budgeting process and P&L analysis. Assist in preparing revenue and occupancy forecasts. Understand the DayStar report.

Guest Relations

Proactively address guest concerns with urgency. Be approachable and interact frequently to gather feedback. Anticipate needs during high-volume days or for high-profile guests to ensure flawless service.

Team Interaction

Foster mutual respect and cooperation among team members. Encourage empowerment, motivation, teamwork, and excellent service. Attend departmental and leadership meetings. Communicate effectively with all staff. Maintain professionalism and courtesy.

Company/Brand Policies & Procedures

Adhere to safety policies. Ensure compliance with brand standards. Properly train team members to meet standards.

Human Resources

Monitor and control team member turnover. Assist with hiring, training, and evaluations. Address HR issues per hotel policy. Promote fair treatment and open communication. Support appropriate pay and benefits. Celebrate team successes.

Qualifications

• At least one year of front office supervisory experience in a similar-sized property.
• Strong analytical and computer skills.
• Well-organized, detail-oriented, and excellent follow-up.
• Excellent internal and external communication skills.
• Ability to adapt to a changing environment.
• Proven track record of motivating staff and delivering high-quality service.
• Basic understanding of budgeting and forecasting.
• Mentoring and development abilities.
• Ability to handle disciplinary actions professionally.
• Flexible working hours, including weekends, holidays, and late nights.
• Professional appearance at all times.
• Ability to multitask in a fast-paced environment.

Required

Preferred qualifications and experience are not specified in detail.