Front Office Supervisor

The Front Office Supervisor is responsible for directing and administering Front Office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Customer service is significant to this position in the hospitality business and the manner used is important to both the customer and team members. Supporting the General Manager in the overall success of the hotel by meeting or exceeding planned objectives in an effort to maintain maximum occupancy, revenue, efficiency and accuracy. Your strong communication skills, attention to detail, and ability to multitask will be essential in this role. If you have previous experience in hospitality management and possess the necessary skills, we invite you to apply for this position.

• Manage all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, group blocks, product quality, cost controls and overall profitability, marketing initiatives, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
• Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations as well as delivering recognition and reward
• Supervises the activities of the breakfast room attendant, front desk, engaged in all types of the hotel operations
• Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly
• Coordinate with other departments to ensure guest satisfaction and resolve any issues
• Conduct night audits to verify the accuracy of guest accounts and resolve any discrepancies
• Ensure compliance with Company standards
• Meet and greet guests and respond to guest inquiries, requests, and issues in a timely, friendly and efficient manner and resolves guest concerns
• Initiate and implement up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
• Complete audit procedures, as needed
• Analyze and solve problems
• Focus on the guest and team member needs while always remaining calm and courteous
• Maintain accurate records of guest information, reservations, and transactions
• Prioritize, organize and follow up, focus attention on details
• Ensure security and confidentiality of guest and hotel information
• Ensure security of guest room access
• Work cohesively with other departments and co-workers as part of a team
• Focus attention on details by doing daily rounds of the guest rooms and public areas
• Ensure that all special guest needs and expectations are met and exceeded
• Bilingual skills (multilingual) are highly desirable

Work Experience and skills:

• 1+ year of supervisory experience, preferably in a hotel Front Office
• At least 1 year of experience in Hotel experience
• Proficiency in using a computer, including the ability to easily navigate multiple screens, talk and type at the same time, and troubleshoot basic computer issues
• Flexible to work a schedule to include nights, weekends and holidays
• Able to work a full shift (8 hours) walking/standing with or without reasonable accommodation
• Strong knowledge of front desk operations and hotel management systems
• Excellent communication skills, both verbal and written
• Ability to multitask and prioritize tasks in a fast-paced environment
• Exceptional customer service skills with a focus on guest satisfaction
• Strong problem-solving skills and ability to handle difficult situations with professionalism
• Attention to detail and ability to maintain accurate records

Job Type: Full-time

Pay: $19.50 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Evening shift
• Morning shift
• Night shift

Work setting:

• In-person

Experience:

• Customer service: 2 years (Preferred)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Required)

Ability to Relocate:

• Springfield, MA 01104: Relocate before starting work (Required)

Work Location: In person