Hotel Front Desk Supervisor/Manager

The Front Office Supervisor is responsible for supervising front office service operations while supporting the management team in providing overall leadership in the hotel’s continuing effort to deliver outstanding guest service and operational efficiency across all departments.

The Front Office Supervisor will assist in hiring team members, supervising performance, communicating feedback, administering discipline and training the team in the successful execution of their jobs. Responsibilities also include accounts receivables and being the primary contact for guest inquiries, rewards reimbursements, and account reconciliation.

The Front Office Supervisor provides impeccable guest service and is a role model for all staff, delivering exceptional guest experiences. This property is heavily focused on wedding and event business, weekends are required.

Prior experience in hospitality guest services is required. Experience with Opera PMS and IHG/Holiday Inn operations and standards is highly preferred. This is an excellent opportunity for those with front desk experience looking to make the next step!

Core Responsibilities:

• Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance
• Personally demonstrates a commitment to guest service in all facets
• Consistently remain highly visible and interact with customers and staff on a regular basis to obtain feedback on the quality of the product, service levels, and overall satisfaction
• Meets or exceeds guest satisfaction measures
• Actively participates in ongoing training and improvement processes
• Schedule according to the needs of the operation, ensuring proper coverage and labor budget is maintained.
• Balances all cash, check, credit card and ledger accounts through verification, shift reports and performs audit functions as assigned
• Serve as Manager-on-Duty
• Maintain regular attendance in compliance with company policy
• Observe service behaviors of team members and provide feedback and training to individuals as needed – continuously strive to improve service performance.
• Enforce all cash handling and credit card policies, verify banks and deposits at the end of each shift.
• Comply with all standards and regulations to encourage safe and efficient hotel operations
• Conduct regular meetings
• Thorough knowledge of customer service, office management and basic bookkeeping procedures
• Hold all employees accountable through coaching and counseling and progressive discipline
• Ensure staff evaluations are completed in a professional and timely manner
• Maintain Front Office department within set budget and payroll guidelines
• Maintain high standards of personal appearance and grooming in accordance with company policy
• Prepare revenue and occupancy forecasting
• Review Front office log book and Guest feedback on a daily basis
• Maintain front office supply and market inventories and orders
• Maintains an orderly and efficient office environment and files
• Provide shift coverage and support as needed
• Strive to exceed guest love, loyalty, and overall guest satisfaction scores in accordance with brand requirements
• Actively participate in regular brand trainings, calls, and meetings.
• Takes initiative to remain up-to-date on brand and property changes through proactive research and consistent monitoring of channels and resources.
• Additional tasks as assigned

Physical Demands and Work Environment:

• While performing daily functions of this job, candidates are regularly required to walk, stand for extended periods of time, sit, bend, and lift up to 50 pounds.
• This position requires a variable work schedule which will include daytime and evening hours in coordination with the changing needs of the property. Weekends are required, especially during peak times.

Job Type: Full-time

Pay: $45,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Food provided
• Free parking
• Health insurance
• Paid time off

Schedule:

• Day shift
• Evenings as needed
• Evening shift
• Every weekend
• Holidays
• Nights as needed
• Weekends as needed

Work setting:

• In-person

Experience:

• Hotel front desk: 1 year (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Ability to Commute:

• Budd Lake, NJ (Preferred)

Work Location: In person