Front Office Supervisor

• Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to, and understand requests, respond with appropriate actions, and provide accurate information such as outlet hours and local attractions.
• Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate. Close out guest accounts at time of check out.
• Assist in the administration of all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler’s checks, and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and 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 other associates. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
• Make decisions and act based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Oversee the VIP process to include, but not limited to, reviewing VIP reservations, administering amenity orders, managing resumes for incoming guests and groups, updating inventory in the system, monitoring special requests, and overseeing rate changes on in-house guests.
• Intervene in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.
• Assist in the management of room inventory on sold out nights. This may include the practice of overselling in order to maximize revenue. Maintain communication with Revenue Manager and other hotels in the city to facilitate walks if necessary.
• Monitor Guest Assistance daily and close open cases.
• Ensure all 3rd party reservations have been properly setup.
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
• Run and complete daily reports, analyze data and make decisions based on data.
• Resolve guest issues and concerns to guest satisfaction.
• Assist with the training of new team members.

Qualifications

Education:

• High school diploma required; college degree preferred.

Experience:

• One year experience in customer service in hospitality or similar industry.
• Hotel experience: 1 year (Preferred)
• Hilton experience preferred. PBX Experience preferred.

Licenses or Certificates:

• First Aid and CPR certified.

Grooming:

• All Team Members must maintain a neat, clean, and well-groomed appearance according to the Olshan Properties Team Member Handbook.

Other:

• Additional language ability preferred.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.
• May perform other duties as assigned.

Our DNA is EPIC

Enthusiastic Positive Intuitive Caring

Olshan Properties is proud to provide equal opportunity to all employees and applicants for employment without regard to age, race, religion, sex, sexual preference, national origin, disability, veteran status, or genetics. We maintain a drug-free workplace.