Front Office Supervisor & Guest Experience Leader

Workstream; Eastwood Park (NC); On-site; USD 35,000 - 49,000; Full time

Job summary

Workstream in the United States is seeking a Front Office Supervisor to assist the Front Office Manager in directing the front desk, reservations, guest services and shuttle operations while maximizing revenue and guest satisfaction.

You will supervise front office staff, schedule shifts, enforce policies, resolve guest issues, and coordinate with other departments to ensure smooth service and maintain brand standards.

Qualifications

• At least one year front office supervisory experience in a similar size property.
• Strong analytical and computer skills.
• Well organized, detail oriented and excellent follow up.
• Excellent communication skills both internally and externally.
• Ability to adapt to an ever changing environment.
• Proven track record of motivating associates to meet and/or exceed goals and to provide the highest quality of service to our guests.
• Possess basic understanding of budgeting and forecasting.
• Demonstrate the ability to mentor and develop team members.
• Willingness to work flexible hours to include weekends, holidays and late nights.
• Maintain a professional appearance at all times.
• Able to multitask and work in a fast paced environment.

Responsibilities

• Supervise and develop front office staff including front desk staff and shuttle drivers.
• Train, cross-train, and retrais all front office personnel with the assistance of the Front Office Manager.
• Schedule the front office staff.
• Enforce company policies and procedures.
• Supervise workload during shifts.
• Assist the front office manager with evaluating the job performance of each front office team member.
• Maintain working relationships and communicate effectively with all departments.
• Maintain Master key control.
• Verify accurate room status information is maintained and communicated.
• Verify shift bucket checks are performed.
• Resolve guest issues quickly, efficiently, and courteously.
• Update group information and relay to appropriate personnel.
• Review and complete credit limit report.
• Communicate with all MODs to ensure proper communication of front office concerns.
• Verify front office banks are counted per shift and variances rectified.
• Enter room blocks for sales department as needed.
• Investigate cash deposit variances.
• Enforce cash-handling, check and credit policies.
• Participate in monthly departmental meetings.
• Uphold hotel commitment to service quality.
• Prepare performance reports for front office operations.
• Maximize room revenue and occupancy by monitoring status daily.
• Monitor high balance guests and take action.
• Ensure logging and delivery of messages, packages, and mail in a timely manner.
• Cross check billing instructions.
• Make reservations as needed.
• Answer incoming calls courteously.
• Ensure staff are attentive, friendly, and courteous.
• Monitor VIPs and special requests.
• Maintain front office supplies pars.
• Review nightly reports for accuracy.
• Follow up on Guest Service Recovery log daily.
• Ensure IHG standards compliance and Reward Club enrollments.

Skills

Front office supervision

Analytical skills

Communication skills

Organization & attention to detail

Budgeting basics

Job description

Workstream in the United States is seeking a Front Office Supervisor to assist the Front Office Manager in directing the front desk, reservations, guest services and shuttle operations while maximizing revenue and guest satisfaction.

You will supervise front office staff, schedule shifts, enforce policies, resolve guest issues, and coordinate with other departments to ensure smooth service and maintain brand standards.