Front Office Supervisor – Karol Hotel

Department: Rooms

Reports to: Front Office Manager

Status: Exempt

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About the Karol Hotel

Now Hiring at The Karol Hotel! We are looking for fun and enthusiastic individuals to join our team, apply today! The Karol Hotel is located just off the coast of Tampa Bay in the beautiful Feather Sound area. With views over looking Tampa Bay, this chic boutique hotel creates an experience that celebrates the happenstance of life, come be a part of it.

About the Role

The Front Desk Supervisor will be responsible for supervising front office staff including the Front Desk, Night Audit, and AYS Agents. The Front Desk Supervisor will also serve as the manager on duty (MOD) of the hotel as the need arises and assists in ensuring the front office staff provides exemplary service to all hotel guests.

Essential Functions

• Assist management in training, motivating, and coaching employees to embody hotel culture and provide guests with the hotel’s story.
• Follow all hotel policies and procedures as outlined in the team member handbook; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information.
• Ability to interact with guests by providing exceptional customer service and share hotel knowledge using personalization such as using the guest name.
• Responsible to know all functions to showcase the hotel and the hotel’s unique story to each guest.
• Process and supervise mobile arrivals and execute flawless service in remote check in area according to property, company, and brand guidelines.
• Ensure front desk team actively engages guests in and promote hotel loyalty program including new guest program enrollments.
• Collect and verify methods of payment, produce room keys for all guests ensuring guest confidentiality throughout their stay and beyond.
• Assign and escort guest to rooms according to their preferences paying attention to those nonverbal cues that make each experience memorable.
• Serve as initial point of escalation any guest billing inquiries and/or concerns.
• Serve as department champion for Empower guest experience tool to reference, maintain, and add guest requests and preferences in accordance with property, company, and brand guidelines.
• Ensure team executes all required front office reports, pre-arrival planning, and checklists
• Serve as a concierge by providing local information for shopping, dining, and recreational destinations. Be prepared to assist guests in setting up reservations or tours in the area.
• Assist with guest luggage and receive, store, and deliver both luggage and mail.
• Serve as initial point of escalation to resolve all guest inquiries and/or opportunities utilizing appropriate empowerment guidelines.
• Serves as property MOD in the absence of senior leadership
• Assist in creating and managing department schedules.
• Ensure team follows scheduled shifts and follow break and lunch requirements.
• Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
• 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.
• Report any suspicious activity or unusual items in room to hotel leadership and/or loss prevention team
• 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.
• Perform other duties as management requests to service our guests.

Hotel Performance

• Ensure successful performance assisting guests with an exceptional experience to ensure high performing scores on the GSS according to Marriott.

Qualification Standards

Education & Experience

• High School diploma or higher
• Previous hospitality experience preferred
• Lightspeed PMS experience preferred
• Previous Marriott experience preferred
• Excellent phone & customer service skills
• Excellent communication skills, both verbal and written

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
• Corrected vision to normal range
• 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
• Ability to work effectively in stressful, high pressure situations
• Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary