Front Office Supervisor

Fairfield Inn and Suites; Chicago (IL); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player in hospitality seeks a dedicated Front Desk Supervisor to lead a dynamic team in providing exceptional guest experiences. In this pivotal role, you will oversee daily operations, ensuring that all departments run smoothly and efficiently while maintaining high service standards. You will be responsible for monitoring business levels, addressing guest needs, and ensuring compliance with established policies. If you have a passion for hospitality and a knack for problem-solving, this is the perfect opportunity to make a significant impact in a vibrant hotel environment.

Qualifications

• 2+ years of supervisory experience in a luxury property required.
• Strong communication and problem-solving skills are essential.

Responsibilities

• Monitor hotel operations and assist associates during peak times.
• Inspect lobby for cleanliness and address any issues.
• Ensure compliance with policies and procedures.

Skills

Front Desk Management

Interpersonal Skills

Problem Solving

Customer Service

Cashiering Procedures

Education

High School Diploma

2+ years of supervisory experience

Job description

1. Monitor hotel business levels and direct associates to areas needing temporary assistance during peak times or during unexpected increases in volume in any particular area of the hotel.
2. Regularly walk the lobby area and inspect for cleanliness, security concerns, maintenance issues, noise issues, etc., and address such issues.
3. Plan, assign and direct work of associates.
4. Check in with each department and discuss with manager, supervisor and/or associates the evening's activities:

1. Front Desk: Occupancy, late check outs, arrivals, VIP's, groups, special needs such as billing, flyers or credit issues, employee breaks, closing duties.
2. Bell: Arrivals, VIP's, groups, coordinate lobby patrols, employee breaks, closing duties.
3. Concierge: Reservations, VIP's, guest's requests.
4. Housekeeping: Late checkouts, turn down service.
5. Engineering: Preventative Maintenance, Duty Engineer, out of order rooms.

5. Ensure associates are performing their job duties in their assigned areas unless management has specifically requested to assist in other departments.
6. Ensure established policies and procedures are being followed, departments are running efficiently and maintaining a high level of service.
7. Responsible for writing a MOD report at the end of each shift.
8. Respond to emergency situations and work with local authorities.
9. Monitor and ensure that all cashiering procedures comply with Accounting policies and standards.
10. Cover night audit shifts when needed.
11. Exemplify the company's Simplified Code of Conduct and all other regulations established by management and the Employee Handbook.

ESSENTIAL PHYSICAL REQUIREMENTS:
Ability to stand for an entire shift.
Ability to reach, bend, stoop, lift, push and pull.
Must be able to stand for extended periods of time, and lift and carry up to 30 pounds.
Ability to work in front of a computer monitor for extended periods of time.
Ability to tolerate moderate temperature changes in the building.
Ability to handle repetitive motion of the wrists, hands and fingers.

ADDITIONAL QUALIFICATIONS:
1. At least (2) years of Front Desk supervisory experience in a luxury/high-end property.
2. Ability to communicate effectively with Management.
3. Strong interpersonal and problem-solving abilities.
4. Ability to focus attention on guest needs, remaining calm and courteous at all times.
5. Ability to stand and move throughout the front office and continuously perform essential job functions.
6. Maintain a neat, clean and well-groomed appearance according to company policy.
7. Understanding of various payment options, check cashing procedures, and a working knowledge of various outlets charging procedures, to better assist the guest.
8. Must be available to work weekends/holidays/overnight shifts depending on the business in the hotel.

About the Company
A uniquely different hospitality company, SMASHotels relentlessly pursues the finest talent, trends, and ambiances to create extraordinary experiences. A deep passion for exceptional customer service creates engagement and loyalty. Innovative programming and perpetual development keep us fresh and relevant.

SMASHotels embraces emergent technology to drive cost control, flawless operations, marketing, customer relationship management, entertainment, and online and in-person engagement.

Our track record has shown that by raising the bar through a focused commitment both financially and experientially, we achieve success, and our return on investment is substantially higher than industry standards.