Position Title: Front Office Supervisor

Department: Rooms Department

Accountable To: Guest Service Manager/Assistant-General Manager

Supervises: All Guest Service team-members and as assigned

Category: Non-Exempt

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Company Profile

Our company is comprised of strategic business units including: Pinnacle Development; Pinnacle Restaurants; and Pinnacle Hospitality. Pinnacle Hospitality's overarching mission is to be the most respected hospitality organization in the United States, as measured by the loyalty of our team members, our customers, our financial stakeholders and the communities in which we live and operate. Pinnacle Hospitality is solely owned by Mr. C.V. Shanbhag, and was founded in 1999.

Pinnacle Hospitality is affiliated with Hilton Hotels, Marriott, Wyndham, InterContinental Hotels Group and 1881 Event Center. As Pinnacle Hospitality ventures forward, our vision is to position ourselves as a leading Hospitality management company with the priority of providing individualized service to maximize the success of every property we manage.

Our Service Standards Greet All Guests
Use the Guests Name
Thank our Guests
Take Pride in your Appearance
Have Pride in your Surroundings
Maintain a “Service Posture”
Be Knowledgeable about the property

Own the Situation
Use Proper Phone Etiquette
Anticipate Guests Needs
Escort the Guest

Always be RESPECTFUL to guests and team-members

Primary Objective of Position

To assist the Guest Service Manager/Assistant General Manager/General Manager with the day-to-day shift management of the Front Office. Assure highest quality of guest service by working in an efficient and conscious manner, as well as, maintaining and developing the highest service standards possible.

Achieves business objectives by communicating Pinnacle Hospitality’s Vision, Pledge (Mission), Values, business philosophy and culture.

The performance of this position effects guest satisfaction and an impression of the service the Hotel provide. This impression can lead to repeat business and reputation enhancements.

Job Requirements

This is an excellent opportunity for highly motivated leaders who want to join an innovative, creative and a growing company. The ideal candidate will have demonstrated the ability to drive customer service satisfaction, maximize room revenue and occupancy, adhere to budgeted expenses, exhibit good decision making skills and provide an environment where team members can achieve career growth interests. This position will be responsible for the day-to-day operations of the front desk and breakfast service, with emphasis on Guest Service operations.

Education

·Must have high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems.

·Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills. Must be fluent in oral and written English.

·High School diploma or equivalent

·Preferable: Brand certification as required by franchise is preferred.

Experience

·This position calls for a minimum of 3 years as a Guest Service Team-member of a nationally recognized brand affiliated hotel.

·Prior Guest Service experience in similar hotel/brand is preferred

·Brand experience is recommended

·Special consideration will be given to those who exhibit exemplary performance.

·Valid driver’s license

Technological Proficiency

·Prior knowledge of hotel PMS and POS essential

·Working knowledge Microsoft Office package is essential

·Competency in email and electronic communication

Skills Sets

·Leadership skills and techniques

§Hotel and departmental mission and objectives

§Training techniques

§Rewards method

·Communication Skills & Techniques

·Personal Productivity

§Time management skills and techniques

§Organizational Skills & Techniques

§Inter-personal effectiveness

·Diversity management

·Personal effectiveness

·Personal control

·Organizations and delegation skills

·Staffing and scheduling

·Termination policies and procedures

·Feed back and coaching skills

·Financial analysis

·Revenue management

·Industry/local economy standards

·Cultural sensitivity

Physical Requirements

·Must be able to work well in stressful, high-pressure situations including the ability to handle guest complaints and disputes and resolve them to satisfactory results.

·Must maintain composure and objectivity under pressure

·Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, “owning” and solving problems as necessary.

·Must be effective at listening to, understanding and clarifying concerns and issues raised by associates and guests.

·Must be able to work with and understand financial information and data, and basic arithmetic functions.

·Approach all encounters with guests and associates in a friendly, service-oriented manner.

·Comply and encourage safe and efficient hotel operations.

·Maintain a friendly and warm demeanor at all times.

·Have knowledge and understanding of all department policies and procedures, and communicate and enforce all policies fairly and consistently with staff.

·Ensures all departments are profitable

·Work with the Director of Sales/sales team, creating local and national marketing plans and pricing

§Maintain strong working relationships

·Responds quickly to changing market conditions and revises strategies accordingly.

·Assist in creating the hotel's annual budget and monitors the performance of the hotel throughout the year.

·Produces monthly financial reports and knows at all times where the department stands against budget.

·Manages associate service functions of the hotel by controlling turnover, motivating associates, focusing on associate development and retention and conducting regular associate meetings.

·Meet all financial review dates and corporate/brand directed programs in a timely fashion.

·Ensure that orientation and training in service standards is taking place in the department using the steps to effective training according to company standards.

·Long hours are sometimes required.

·Medium work- exertion up to 30 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects

·Ability to stand for long hours at a time.

·As MOD, he/she will also spend some time moving about the hotel overseeing the various departments.

Mental Requirements

·Must be able to convey information and ideas clearly

·Must be able to evaluate and select among alternative courses of action quickly and accurately

·Must have the ability to assimilate complex information, data, etc. from various sources and consider, adjust or modify to meet the constraints of the particular need.

·Must be effective at listening to, understanding and clarifying concerns and issues raised by associates and guests.

Skills and Qualities

·Strong leadership skills.

·Strong oral and written communication skills.

·Attention to detail.

·Planning and organizational ability.

·Customer skills

·Prepare Operating reports like Payroll Analysis; Energy Reports; etc.

Working Conditions

·Will be required to work nights, weekends and holidays.

·Will be required to work in fast paced environment.

·Will be required to be on call when away from work.

·Long hours are sometimes required.

Physical/Cognitive Activities

This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.

The major responsibility in this position is to oversee all of the major operations of the hotel. Therefore a significant portion of time will be spent moving about the property listening and speaking to guests and team-members. Strong leadership and problem-solving skills will be used. This person will need to have strong speaking, reading and writing skills to ensure effective communication throughout the hotel.

For effective communication and information exchange, this person also must utilize a computer. This is usually done while sitting down and typing.

A large portion of time is spent creating financial reports and interpreting and analyzing business records/ statistical reports generated by the company; brand or hotel operations.. A portion of time will be spent assisting the sales force in developing and implementing effective sales and marketing strategies. Mathematical skills are needed and include basic math, problem solving, reasoning, negotiating, budgeting, profit/loss concepts, variances and percentages are often used.

Major Areas of Responsibility

1. Achieve guest satisfaction and room revenue goals by supervising the Front Office operation

·Ensures that the Front Desk and breakfast service is staffed appropriately by utilizing business forecasts to schedule team-members

·Oversees and participates in the prompt and courteous check-in and check-out of guests

·Addresses questions or problems pertaining to guest room accommodations and rates

·Aids in planning for meetings and special events by meeting with individual guests and convention representatives

·Controls open and closed dates, availability and condition of rooms

·Maintains room security by providing effective key control and participates in matters relating to guest room security

·Ensures that guest mail and messages are delivered promptly by overseeing mail and message delivery functions

·Provides control over rates; implements approved rate changes

·Monitors advance deposit procedure

·Responds to positive and negative comments expressed in comment cards and develops strategies to improve comment card results

2. Exceeds guest expectations by ensuring department provides service and teamwork

·Conducts training on a regular basis

·Provides staff with the skills training to provide value added services to guests

·Utilizes one-on-one training skills

·Monitors service and teamwork on a regular basis and counsels team-members on providing service and teamwork

·Performs other duties as required to provide service and teamwork

3. Prepares reports as requested to develop a more informative data base for applicable decision making

·Maintains statistics on rooms and reservations, guests arrivals and departures, average occupancy rates, and related information

·Prepares proper follow-up and/or forecasts to aid in management decision making

·Assists in preparation of annual budget; assures department operates within approved budget

·Revises daily forecast whenever status changes and informed department heads as necessary

·Checks and revises night clerk/auditor reports

·Coordinates billing and collection efforts

4.Utilizes leadership skills and motivation techniques in order to maximize team-member productivity and satisfaction

·Selects, orients, and trains qualified team-members

·Conducts effective team-member meetings and counseling sessions

·Determines, communicates, and monitors achievement of standards of performance on a timely basis

·Employs RESPECTFUL discipline as required

5.Plans and coordinates hotel housing activities by working closely with Sales, Catering, Housekeeping, and other departments

·Maintains open line of communication with appropriate departmental heads

·Checks daily for out-of-order rooms, VIP rooms, and special accommodation requests

·Assists in the development of package plans

·Coordinates group arrivals and departures

6.Assures the maximization of total room occupancy by supervising the accurate listing of all future reservations

·Pre-blocks all special requests and/or VIP accommodations

·Controls and pre-assigns code marking for groups booked

·Provides effective sales effort at Front Desk to maximize rooms revenue

·Maximizes the total occupancy of hotel by serving as a reservation liaison with other area hotels and programs

7.Assures the cleanliness and orderly condition of the Front Office area by conducting daily inspections

·Checks Front Office machines and equipment periodically

·Maintains Front Office supplies

8.Maintains safe working conditions within department and hotel

·Ensures that all team-members follow safety rules and procedures

·Takes corrective action where required to improve safety of work areas

·Ensures that team-members are trained in emergency procedures

9. Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance

10. Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position

11. Maintains a favorable working relationship with all other company team-members to foster and promote a cooperative and harmonious working climate

12. At all times projects a favorable image of the hotel and Pinnacle Hospitality to the public

13. Include here Property/brand specific Assignments: