Front Office Supervisor

SERVPRO of Saginaw / Bay City; Kissimmee (FL); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Vision insurance

401(k)

401(k) matching

Dental insurance

Employee discounts

Job summary

SERVPRO of Saginaw / Bay City is seeking a Front Office Supervisor to oversee daily Front Desk operations and deliver outstanding guest service. The role supervises check-in/out, lobby flow, luggage assistance, and ensures rates and availability are managed accurately.

Responsibilities include scheduling, training, discipline, and leading pre-shift meetings. Previous hotel supervision experience is required; strong communication, organizational, and computer skills are essential.

Qualifications

• Minimum six months of hospitality experience preferred.
• Must have reliable transportation and full availability for shifts.
• Must pass pre-employment testing including drug test and background check.

Responsibilities

• Supervise the operations of the Front Desk.
• Maintain high productivity, staff morale and guest service levels.
• Ensure adherence to hotel policies and procedures.
• Train staff on guest services, brand standards, policies and PMS usage.
• Check guests in and out according to standards; handle inquiries and requests.
• Coordinate with other departments to fulfill guest special requests.

Skills

Communication skills

Organizational skills

Computer skills

English proficiency

Leadership techniques

Guest service

Tools

PMS systems

Job description

JOB DESCRIPTION

The Front Office Supervisor will be responsible for ensuring the completion of daily tasks related to Front Office Operations and will commit to delivering outstanding guest service. The Front Office Supervisor will be responsible for supervising team member performance while maintaining hotel standards and expectations of service delivery. They will oversee the check in and check out process, lobby traffic, luggage assistance, and must understand rates and availability. Additional duties include but are not limited to scheduling, training, discipline, and leading pre-shift meetings. Previous hotel and/or supervisory experience is required. This person must have strong communication, organizational, and computer skills.

BENEFITS:

• Health insurance
• Paid time off
• Vision insurance
• 401(k)
• 401(k) matching
• Dental insurance
• Employee discounts

ESSENTIAL DUTIES:

• Supervise the operations of the Front Desk
• Maintain the highest productivity, employee morale and guest service as possible
• Ensure that all hotel policies and procedures are followed
• Assist FOM in training of employees including but not limited to guest services, brand standards, hotel policies and procedures and all PMS systems
• Check guests in and out of the hotel according to hotel and/or brand standards
• Inform guests about the hotel facilities, policies and procedures
• Provide tourist information to guests
• Handle hotel phone system, transfer calls to appropriate departments/guests, and accurately take messages for guests
• Take, modify and cancel guestroom reservations and reconcile in all extranets
• Handle inquiries, requests, and complaints from guests
• Coordinate with other departments to fulfill guest special requests
• Perform cashier duties, cash traveler’s checks
• Post phone charges and other miscellaneous charges to guest accounts
• Follow in-house procedure to help ensure the security of guests and employees
• Know hotel emergency procedures
• Maintain cleanliness of Front Office area
• Notify Front Office Manager of any problems or situations involving guests, the hotel and/or employees
• Attend rooms and management meetings as required
• Secure all guest valuables by processing lost and found and following policy and procedure with regards to lost and found items
• Accessible for all agents at the front desk
• Enter all group contracts, monitor blocks, block releases and liaise with the sales department
• Complete room assignments on a daily basis
• Monitor unit usage and owner revenue, as required by property
• Ensure correct entry of timeshare reservations and allocations
• Adhere to all work rules, procedures and policies established by the hotel, including, but not limited to, those contained in the employee handbook
• Any and all duties assigned by management

MINIMUM REQUIREMENTS:

• Prefer minimum of six months experience working in related field (hospitality preferred)
• Must have reliable transportation
• Must have full availability and be able to pass pre-employment testing (i.e. drug test, background check, etc)
• Must have full availability and be able to work days, evenings, nights, weekends, and holidays

KNOWLEDGE / SKILLS / ABILITIES:

• Ability to stand for a long period of time
• Ability to work in a fast paced environment
• Ability to maintain control and composure in difficult situations and exhibit good judgment
• Good communication and interpersonal skills
• Ability to read, write and speak English (multi-lingual a plus)
• Ability to hear, understand, follow and give written and oral instructions
• Ability to deal with stressful conflicts involving groups of people, individuals, and co-workers
• Ability to plan, organize and conduct a wide variety of activities
• Knowledge of leadership techniques
• Speak with others using clear and professional language
• Develop and maintain positive working relationships with others
• Abilities (<8 hours per day) reach, bend, twist, pull, push, grasp, walking, standing, stooping, kneeling, running, sitting, climbing, reaching overhead and bending
• Ability to frequently (<4 hours per day) lift up to 30 pounds of weight to chest height