Front Office Supervisor

Hotel Talent Westchester/Yonkers New York; New York (NY); On-site; USD 45,000 - 65,000; Full time

Job summary

Hotel Talent Westchester/Yonkers New York is seeking a Front Office Supervisor to oversee guest check-in/out, train front desk staff, and assist the Front Office Manager in enhancing departmental culture. The role emphasizes leadership, ownership, and a proactive, guest-first mentality.

The position requires 1–2 years of front desk experience and prefers 1 year in a supervisory capacity, with strong knowledge of front office systems and safety procedures.

Qualifications

• 1-2 years of front desk experience at a select-service hotel preferred.
• One year of front office supervisor experience is preferred.

Responsibilities

• Oversee check-in and check-out processes to ensure courteous, professional service.
• Train Front Office staff and assist Front Office Manager to improve departmental culture.
• Support in operations and accounting knowledge related to the Front Office.
• Manage rate structure through Reservations and Front Office interactions to meet or exceed revenue goals.
• Ensure Front Office systems and controls comply with policy and procedures.
• Maintain open communication with internal departments and staff.
• Staffing is managed to match occupancy peaks and valleys.
• Train staff on fire, life, and safety procedures and drills.
• Foster profitability, guest satisfaction, and employee satisfaction.
• Implement and monitor guest service and VIP programs.
• Handle complaints and incidents in coordination with management.
• Use guest names in all transactions and maintain knowledge of hotel services.

Tools

PEP PMS

Opera

Word

Excel

Job description

The primary purpose of the Front Office Supervisor is the correct and appropriate checking in and checking out of guests and providing services to these guests courteously and professionally.The Front Office Supervisor will also be responsible for training all Front Office staff and assisting the Front Office Manager in improving the culture of the department and hotel. The Front Office Supervisor will also be assigned tasks that will improve his/her knowledge of the operations and accounting of the Front Office.

The hotel values an LOU attitude, where an employee is encouraged to Lead, take Ownership and deal with situations of all kinds with a sense of urgency. While this document describes the general nature and level of work being performed by people assigned to this job, we encourage and expect our team to go above and beyond the minimum standards at all times to show concern and care for the guest, co-workers, and managers. The hotel believes in a culture where team members help each other and work together in an environment where the most important task is providing exceptional service to guests at all times.

What will you be doing:

• Through proper Front Office rooms merchandising procedures, to ensure management of the rate structure via Reservations and Front Office salesmanship, and meet or exceed average rate goals of the hotel as well as total rooms revenue.
• Ensure all Front Office systems and control procedures comply with corporate policy and procedures.
• To maintain open and transparent communication with all internal departments.
• Ensure proper and appropriate staffing in all said areas at all times. Schedule to peaks and valleys in occupancy.
• Be familiar with and able to direct all fire, life, and safety procedures and train staff in appropriate fire, life, and safety procedures.
• Create a culture of profitability, guest satisfaction, and employee satisfaction.
• Implement and monitor guest service programs and VIP programs.
• Assist in handling all complaints and incidents and communicate with management.
• Use the guest's name in all transactions.
• Have complete knowledge of hotel services, outlet hours of operation, and knowledge of the area.

Education and Experience:

1-2 years of front desk experience at a select-service hotel preferred. One year of front office supervisor experience is preferred.

Language Skills: Ability to read and comprehend instructions, short correspondence, and memos; ability to write professional correspondence; ability to effectively present one-on-one and small group situations to customers, clients, and other staff members of the organization and hospitality community.

Tools and Equipment:

Proficient in PEP PMS, Opera systems. Word and Excel Proficiency. Able to coach and train.

Source: Hospitality Online