Front Office Supervisor

Hotel Chicago West Loop; Chicago (IL); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading hotel seeks a Front Office Supervisor to handle guest interactions and oversee the Front Office team. The ideal candidate will have a high school diploma and prior hospitality experience, demonstrating strong communication and leadership skills. This full-time position requires maintaining a positive guest experience while managing staff and operational functions. Join a dynamic team dedicated to providing exceptional service in a bustling hotel environment.

Qualifications

• High school diploma or equivalent required.
• Prior hospitality experience required.
• Ability to communicate effectively in English.

Responsibilities

• Handle all guest interactions and exceed guest requests.
• Manage Front Office Associates, including scheduling and training.
• Resolve guest complaints to ensure satisfaction.

Skills

Communication

Customer Service

Problem Solving

Leadership

Detail Oriented

Education

High School Diploma or equivalent

Tools

Microsoft Office

Opera or similar property management system

Job description

Job Details

Job Location: Hotel Chicago - Chicago, IL

Position Type: Full-Time/Part-Time

Education Level: High School

Salary Range: Undisclosed

Travel Percentage: None

Job Shift: Any

Job Category: Hospitality - Hotel

Description

The Front Office Supervisor is primarily responsible for handling all guest interactions and going above and beyond to exceed guest requests. This individual often provides the first point of contact for guests and is responsible for creating an excellent first impression. The Front Office Supervisor is responsible for all Front Office Associates duties as well as; scheduling, inventories, training new staff to resort standards, resolving customer challenges, and aiding in all departments.

Essential functions

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge at all times of:
  • all hotel features/services, hours of operation.
  • all room types, numbers, layout, decor, appointments and location.
  • all room rates, special packages and promotions.
  • daily house count and expected arrivals/departures.
  • room availability status for any given day.
  • scheduled in-house group activities, locations and times.
  • all hotel and departmental policies and procedures.
• Access all functions of the computer system.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
• Ensure that staff report to work as scheduled. Document any late or absent employees.
• Coordinate breaks for staff.
• Assign work duties to staff.
• Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor staff performance in all phases of service and job functions.; rectify any deficiencies with respective personnel to include Front Desk staff, Bell/Door staff, PBX staff, and Concierge staff.
• Monitor the hotel front entrance and resolve any congested situations.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are followed up within specified minutes determined by property guidelines.
• Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
• Monitor guest mail and ensure that it is processed according to procedures.
• Monitor and ensure that express check-outs are processed through the system.
• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist staff with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
• Assist guests with reports of lost/stolen articles, following hotel policy.
• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Contact newly registered guests within specified minutes determined by property guidelines after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to procedures.
• Ensure security of guest room access.
• Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
  • Contracted banks
  • Shortages/overages
  • Late charges
  • Petty cash/paid outs
  • Adjustments

Qualifications

Education & experience

• High school diploma or equivalent
• Prior hospitality experience required
• Any combination of education and experience equivalent to graduation from high school or any other combination of training or experience that provides the required knowledge, skills and abilities.
• Previous experience with Windows, Office, and Opera or similar property management system.

Work conditions

• Must be able to stand on feet throughout the shift, with intermittent periods of walking
• Must be able to occasionally lift, carry, push & pull up to 50 lbs with assistance
• Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.
• Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis
• While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, heat)
• Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, heat).

Requirements

• Must be authorized to work in the United States
• Must be able to communicate effectively in English
• Must have excellent phone etiquette
• Must have strong working knowledge of Microsoft Office programs
• Must be able to work well under pressure
• Must be able to accurately follow instructions, both verbally and written
• Must be highly detailed orientated
• Must be able to work in a fast paced environment
• Must have excellent listening skills
• Must possesses excellent communication skills
• Must be professional in appearance and demeanor
• Must always ensure a teamwork environment
• Ability to work a flexible schedule that may include evenings, weekends and holidays
• Must have the ability to deal effectively and interact well with the guests and associates
• Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner
• Must have a passion for creating an exceptional experience for all guests
• Must have excellent guest and associate relations skills. Skilled in problem solving by identifying the problem and working through it.
• Possess strong leadership, motivational, organizational and verbal communication skills.