Front Office Supervisor

The Chifley Houston, Tapestry Collection by Hilton; Houston (TX); On-site; USD 42,000 - 56,000; Full time

Job summary

The Chifley Houston, Tapestry Collection by Hilton is seeking a Front Desk Supervisor/MOD to lead daily front office operations in a fast-paced hotel environment. You will coordinate scheduling, training, and performance coaching while delivering exceptional guest service during all shifts.

Key responsibilities include greeting guests, managing check-in/out, handling guest issues, and ensuring adherence to brand standards.

Qualifications

• Two years combined prior frontdesk and supervisor experience.
• Ability to effectively deal with internal and external customers with patience, tact and diplomacy.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.

Responsibilities

• Assist the FOM with duties related to Front Office including scheduling, training, counseling, time and attendance.
• Greet guests with a friendly welcome and provide accurate information on hours and local attractions.
• Complete the registration process, input data, and balance accounts at check-out.
• Answer phones, input messages, and relay information to guests.
• Act as Manager on Duty in the absence of Front Office Manager, and support all shifts.

Skills

Front desk supervision

English proficiency

Customer service

Team leadership

Education

High school diploma

Job description

This description is a summary of primary responsibilities and qualifications.The job description is not intended to include all duties or qualifications that may berequirednow or in the future.The Hoteloperates24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

• Assist the FOM with any duties relatedto Front Office including scheduling, training, counseling,timeand attendance, etc.

• Communicate effectively both verbally and in writing to provide clear direction to staff.Assign and instruct front desk clerksindetails of work.Observes performance and encourages improvement.

• Greetsguestsimmediatelywith a friendly and sincere welcome.Use a positive and clear speaking voice, listentoand understand requests, respond with appropriateactionsand provideaccurateinformation such as outlet hours and local attractions.

• Promptly complete registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates. Makeappropriateselection of rooms based on guest needs.Code electronic keys.Nonverbally confirm the room number and rate.Provide welcome folderscontainingroom keys, certificates, and coupons as appropriate.Close out guest accounts at time of check out.In the event ofdissatisfaction, negotiate compromise, which may include authorizing revenue allowance.Requires standing and continual mobility throughoutfrontoffice area.

• Verify and imprint credit cards for authorization using electronic acceptance methods.Handle cash; make changes and balance as assigned house bank.Accept and record vouchers, travelers' checks, and other forms of payment.Performaccurate, moderately complex arithmetic functions using a calculator.Post charges to guest rooms and house accounts using the computer.

• Promptly answer the telephone using a positive and clear English language.Input messages into the computer.Retrieve messages and communicate the content to the guest.Retrieve mail, smallpackagesand facsimiles for customers as requested.

• Remain calm and alert especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and the other employees.Resolve customer complications and complaints by conducting thorough researchofthe situation and the most effective solutions.Make decisions andtake actionbased onpreviousexperience and good judgment, sometimes revising procedures to accommodate unusual situations.Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.

• Manage Third Party Internet billing and arrivals. Prepare group arrivals. Prepare pre-arrival packets as requested/required.Anticipate flow of arrivals and take necessary steps to ensure smooth check in/out.

• Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organizationof hotel.Ensure compliance with all brand standards.Coordinate and track successful completion of training on PMS system.

• Monitor and track time and attendance of associates.Reinforce attendance policy with staff; recommend progressive discipline proceduresassociateswho are not in compliance withstandard.

• Takeactionsto ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey. Work with other supervisory and management staff to address all areas to ensureconsistentquality work environment.

• Be familiar and able to perform duties on all shifts, including Night Audit and PBX.

• Manager on Duty (MOD) in absence of Front Office Manager

• Turns in all lost and found items and all guest room keys.

• Adheres to all company policies and procedures.

• Follows safety and security procedures and rules.

• Knows department fire prevention and emergency procedures.

• Utilizesprotective equipment.

• Reports unsafe conditions to management.

• Reportsaccidents, injuries, near-misses, propertydamageor loss to management.

• Provides fora safe work environment by following all safety and security procedures and rules.

• All team members mustmaintaina neat,cleanandwell groomedappearance. (Specific standards outlined in team memberhandbook).

• Assistsother Front Desk Personnel whenneed.

• Perform any related duties as requested by management.

Qualifications

KNOWLEDGE, SKILLS & ABILITIES

• Any combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the requiredknowledgeskills and abilities.High school diploma preferred.

• Ability to effectively deal with internal and external customers, some of whom will requirehigh levelsof patience, tact and diplomacy to defuse anger, collectaccurateinformationand help resolve conflicts.

• Two years combined priorfrontdesk and supervisor experience.

• Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error.

• Ability to read, listens, and communicates effectively in English, both verbally and in writing.

• Ability to access and accurately input information using a moderately complex computer system.

• Hearing and visual ability toobserveand detect signs of emergency situations.

PHYSICAL DEMANDS

• Ability to stand and move throughout front office and continuouslyperformsessential job functions.

• Standing95% of shift

• Lifting upto 25 pounds maximum.

• Occasional twisting, bending, stooping, reaching, standing, walking.

• Frequent talking, hearing,seeingandsmiling.

Source: Driftwood Hospitality