The Front Office Supervisor provides the utmost in service. Representing the premier hotel of Salt Lake City, the Front Office Supervisor exemplifies the Grand America Service Standards and ensures the Front Desk and Guest Relations departments execute the same. The Front Office Supervisor assists Front Office management in training and coaching agents, providing feedback (both positive and opportunities), and represents management when they may be unavailable. She/he is extremely skilled in creating solutions to sensitive guest concerns and conflict resolution as well as execution of emergency and safety protocol.

ESSENTIAL DUTIES/RESPONSIBILITIES

• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Help onboard, train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
• Resolve customer concerns, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Reviews and monitors incoming convention groups and ensures front office staff is prepared to execute requirements.
• Completes established check-in procedures for arriving guests and facilitates guest departure in order to close the guest account and make the room available for the next guest.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
• Operates PBX software, including, assisting outgoing calls, scheduling, and setting wake-up calls and paging guests.
• Maintains a friendly, cheerful, and courteous demeanor at all times.
• Performs other duties as assigned, requested, or deemed necessary by management.

OTHER DUTIES/RESPONSIBILITIES

• Processes all guest mail, messages, and faxes by receiving, sorting, notifying, and distributing to mailboxes and to guests in order to ensure the information is received by the guests in the most timely and accurate method possible.
• Contributes and maintains established information and communication sources such as Guest Relations and Front Desk logbooks to enhance department communications and operations.
• Is always well groomed and in uniform with name tag.
• Assist all departments in servicing the guests during high volume periods.
• Takes responsibility in the absence of the FOM or AFOM.
• No travel required.
• Hours: 40 hours over a five-day period; PM Shift ONLY 2pm-11pm.
• Willingness and ability to perform at Little America in similar and same capacities as listed for Grand America

SUPERVISORY DUTIES

15 employees.

JOB QUALIFICATIONS

Knowledge

• Requires understanding of all hotel front office procedures.
• Requires high school graduate level mathematical aptitude and knowledge of standard cash handling procedures and computerized cash register systems.
• Must have past experience in dealing directly with the public and acquired general knowledge of customer service skills.
• Requires knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines.
• Requires supervision/management skills.
• Ability to communicate information and hotel services to management and guests. Second language may be required.

· The Operator must have the ability to read, interpret and to readily communicate (in English), both verbally and in writing, information relating to his/her profession using proper grammar, punctuation, and spelling.

· The Operator must have a firm understanding of Windows-based computers, proficient typing skill (60 WPM), and working knowledge of Microsoft Office.

· Must have or acquire proficiency in the OPERA® Property Management System, ALICE, Canary Technologies and other web-based programs for daily operations.

Experience

1 or more full years employment experience in a related position with this company or other organization(s).

Environment

Work inside 100% of 6-8 hour shift.