Front Office Supervisor

Department: Front Office

Reports to: Front Desk Manager

Status: Non-Exempt

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Job Summary:

The Front Office Supervisor will be responsible for supervising front office staff. Assist staff with expediting problem payments (e.g., problems processing credit card). Follow up with guest regarding satisfaction with guest-related issues. Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Set up accurate accounts for each guest upon check-in (i.e., sharewiths, separate room/tax/incidentals, comp). Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations. Block rooms in the computer and identify designated requirements and requests. Contact appropriate individual or department (e.g., Engineering, Housekeeping) as necessary to resolve guest call, request, or problem. Coordinate with Housekeeping to track readiness of rooms for check-in. Balance and drop receipts according to Accounting specifications. Assist management in training, motivating, and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.  Front Office Supervisor must have a flexible schedule available to work evenings, weekends, and occasionally the overnight shift if needed.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information. Anticipate and address guests’ service needs. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others.

**Please note, Mainsail Lodging & Development is a drug-free workplace. Pre-employment screening, to include a background test and drug screen, is required for all candidates offered a position.

Essential Functions

• Learn & excel in Opera PMS system
• Assist in managing & motivating front office personnel
• Assist with guest luggage
• Ability to interact with guests and share hotel knowledge using personalization such as using the guest name
• Responsible to know all functions to showcase the hotel to each guest
• Maintain guest confidentiality
• Maintain knowledge of hotel and brand rewards
• Provide local information for shopping, dining, nightlife, and recreational destinations
• Receive, store, and deliver luggage and mail
• Make travel arrangements for guests to include sightseeing and other tours
• Assist with coordination between Housekeeping and Front Desk
• Verify charges / collect payment from guests for room stays
• Respond to guest inquiries
• Follow scheduled shifts and follow break and lunch requirements
• Report any suspicious activity or unusual items in room
• Report any irregular behavior from guests in public areas and or in room
• Ability to take initiative and handle assignments with limited supervision
• Follow all hotel policies and procedures as outlined in the team member handbook
• Maintain cleanliness and order of work area
• Other duties as assigned.

Qualification Standards

Education & Experience

• High School diploma or higher
• Previous hospitality experience preferred
• Excellent phone & customer service skills
• Excellent communication skills, both verbal and written
• Ability to use technology e.g. tablets, iPads

Physical Demands

• Ability to sit or stand for extended periods of time
• Ability to bend
• Ability to lift, pull 40 lbs
• Ability to communicate clearly
• Ability to work long hours as needed

Mental Demands

• Make sound judgments quickly
• Work on multiple tasks, making appropriate progress towards deadlines
• Able to work independently, take direction, and provide direction to others
• Manage differing personalities within the office, the hotel, and the community
• Maintain the highest degree of confidentiality