Front Office Supervisor

Cortland Hotel Group, LLC; City of Utica (NY); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Competitive Pay

Training & Development

Opportunity for Advancement

Medical

Vision

401k with Match

Paid Time Off

Holiday Pay

Free Parking

Job summary

Cortland Hotel Group, LLC is seeking a Front Desk Supervisor to oversee guest services, front desk operations, and staff scheduling. The role requires a focus on hospitality, accuracy in transactions, and strong teamwork to deliver memorable guest experiences.

The candidate will manage day-to-day front desk activities, assist guests with inquiries, and coordinate with housekeeping and maintenance to ensure smooth operations. Weekend/holiday availability is needed.

Qualifications

• Excellent communication, organizational and customer service skills.
• Advanced working knowledge of property management systems.
• Working knowledge of Microsoft Excel and Word.
• Willingness to work weekends and holidays.

Responsibilities

• Be visible at the front desk.
• Schedule associates in accordance with forecasted sales and adjust staffing as needed.
• Plan, supervise and participate in daily Guest Service activities.
• Assist guests with check-in and check-out processes.
• Provide concierge services with knowledge of local attractions and amenities.
• Ensure shift duties are completed and staff are trained in financial controls.

Skills

Communication

Customer Service

Organizational Skills

Guest Interaction

Team Collaboration

Tools

Microsoft Excel

Microsoft Word

Property Management System (PMS)

Job description

Are you ready to be a part of a great team with many growth opportunities? Are you someone that smiles at every person you see or are you someone that strives to make a positive difference in someone's day? Join us as a Front Desk Supervisor where your contributions will make a significant impact on our guests' experiences!

You are the beginning of an exceptional guest experience. As a Front Desk Supervisor, you will make our guests feel welcome and reflect the exceptional experience to come when they arrive. Your personalized interactions, care in guest room selection, and knowledge of the hotel will ensure our guests have a lasting memory of their visit, while embracing the values of the Company Culture and Guiding Principles.

Responsibilities

• Be visible at the front desk.
• Schedules associates in accordance with forecasted sales; adjusts staffing as necessary for sudden changes.
• Plan, assign, supervise and participate in the daily activities of the Guest Service staff.
• Participates in the prompt and courteous check in and checkout of guests.
• Use guests’ names when communicating with them.
• Provide gracious and efficient telephone service. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
• Demonstrates a working knowledge of all services, facilities and programs of the hotel and effectively assists guests.
• Responds to guests’ requests promptly, efficiently, and courteously.
• Arranges fulfillment of guest services by working with housekeeping, maintenance and food and beverage where applicable.
• Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book.
• Resolve conflicts and negotiate effectively.
• Demonstrates teamwork by cooperating, assisting, and communicating effectively with co-workers.
• Provide concierge service – fluent knowledge of area, attractions, restaurants, special events, and guest amenities.
• Deliver requested items to guestrooms such as rollaway beds, cribs, pillows, towels, luggage etc.
• Confirms all duties and reports as specified on the shift checklist are completed accurately.
• Ensure staff is trained in financial control procedures and follows them regularly.

Requirements

• Acts as the Manager On Duty when assigned.
• Working in other areas of the hotel when needed to assist operations.
• Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
• Maintains a favorable working relationship with all other company associates to foster and promote a cooperative and harmonious working climate
• Ability to communicate with guest and team members verbally or in written form.
• Working knowledge of Microsoft Excel and Word.
• Advanced working knowledge of property management.
• Working knowledge of switchboard and telephone etiquette.
• Ability to work and interact with associates on every level.
• Excellent communication, organizational and customer service skills required.
• At all times projects a favorable image of the Hotel to the public.
• Performs other duties as assigned, requested, or deemed necessary by management.
• Must have open availability work weekends and holidays.

Physical

• Move, transport, put, install, remove, replace, position, place, and transfer.
• Move about or to, position self.
• Operate, adjust attach, position, set up, handle, tend to activate, apply, measure, use, modify, input, compile, retrieve, make, create, collect, inspect, prepare, service.
• Stand for extended periods of time.
• Communicate, converse, discern, convey, discuss.
• Determine, identify, recognize, perceive, estimate, judgment, compare, observe, assess.
• Ability to bend, lift, kneel, and be in motion for the full day.
• Must be able to move continuously during work hours and able to lift and/or carry 50 pounds.

What You Can Expect

• Competitive Pay
• Training & Development
• Opportunity for Advancement
• Medical
• Vision
• 401k with Match
• Paid Time Off
• Holiday Pay
• Free Parking
• Creating memorable experiences one guest at a time
• Opportunities to give back to the communitythrough our global focus efforts

The Company provides equal employment opportunities to all Associates and applicants for employment without regard to race, color, national origin, sex (including pregnancy, sexual orientation, transgender status, or gender identity or expression), marital status, religion, age, disability, genetic information, veteran status, or any other characteristics protected by federal, state, or local laws.