Rooms, Front Office Supv.

PRIMARY OBJECTIVE OF POSITION

Act as a support to the Department Managers. Provide direct supervision for the Front Desk Agents, PBX Operators, Concierge. The position is to provide the highest level of service in greeting and registering guests while setting the example for the Guest Service Agents. Also serves as the first resource to try to solve issues that may arise during a shift.

EXAMPLES OF DUTIES:
Essential Functions:

Monitor daily front office activities. Make sure that checklists are being done completely and accurately.

Communicate thoroughly with the front office team, making sure that the procedures in place are being properly utilized. (Ex: logbook, group resume book, package log-book)
Relay information or messages to the next shift.

Exemplify the hotel’s standards for superior guest service.

Review group resumes along with the Front Office Manager as they are distributed from the sales office. Pre-block, pre-key, pre-register appropriate reservations.
Review daily arrivals and review reservations with specific packages, ensuring that tickets, welcome gifts, and other necessary items are provided for these guests upon arrival.
Go through the arrivals list and check reservations for special requests. Go through the arrivals list for the weekend in advance to be prepared for Special Guest Requests.
Distribute oversold room types into the other room types accordingly; upgrade reservations due to rate or frequency if necessary.

Monitor the PBX staff to ensure that the 15-minute Millennium call back program is being completed on all guest calls. Assure that faxes and packages are being handled correctly and that guests are receiving them in a timely fashion. Also, consistently review wake up call wording and accuracy.

Supervise the check-in and checkout process to make sure that the Millennium Service Standards are being followed. Communicate with housekeeping to determine room status discrepancies and take necessary actions.

Check the inventory of Front Office supplies and inform the Department Manager when we need more of those items.

Promote clear lines of communication with concierge, reservations, and other vital departments.

Handle certain amount of cash in a cash drawer and effectively perform cash out procedures.

Remain calm and alert during emergencies at the hotel. Follow the fire panel and evacuation procedures. Print out emergency contingency reports for the hotel. Ability to work manually during the system crash or any extra ordinary situation.

Prepare for a sold out night. Review the arrivals list and check duplicate reservations. Communicate with Engineering and Housekeeping to make sure that all rooms are in usable condition.

Field guest complaints and opportunities, and conduct research when necessary, negotiate the most effective results and make sure that the problem and solution are followed up with the Department Managers. Use your empowerment skills to make decisions.

Review hotel occupancy and selling strategies with Front Office Manager and Revenue Manager.

MOD responsibilities

OTHER:

Conduct daily overview with the Department Manager regarding operational opportunities and/or specific concerns relating to guest service.

Thoroughly review “Special Requests” on the daily-expected arrival report and insure that the rooms are properly assigned.

Insure that safety and security requirements, policies and procedures are maintained in all areas of the front office.

Maintain a constant presence in all guest contact areas of the front office, adjusting staffing levels when appropriate.

Communicate with team members to answer questions and provide clear directions to attain desired results.

Assist the Front Office in conducting a 40-hour training plan for new hire employees, as well as the constant updating and development of the Front Office Training Manual.

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.

Ensure that performance of all Front Office personnel meets all expectations of the hotel.

Assist front office in any other administrative tasks as needed such as operational support as required by the manager.

Maintain an open line of communication between guests, staff members and management.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following job knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

Skill to effectively delegate tasks.

Ability to effectively deal with a guest and employee concern in a friendly and positive manner. This involves listening to the nature of the concern, demonstrating empathy with the customer or employee and providing positive and proactive solutions.

Ability to access, read and accurately input information using a moderately complex computer system to include software such as Excel and Word.

Ability to make accurate mathematical calculations using 10 key.

Analytical ability sufficient to assess trends and make relevant decisions.

Ability to communicate effectively both orally and in written form.

QUALIFICATION STANDARDS

Working Environment / Physical Activities:

Inside with protection from weather but not necessarily changes in temperature.

Work area may be confined space with frequent interruptions and considerable background noise from office machines, telephones and conversations.

Lifting 20lbs. maximum with frequent lifting and carrying of objects weighing up to 10lbs. Requires walking and standing to a significant degree and can require long periods of sitting.

Repetitive motion of hands, wrists and fingers as relates to the use of a computer keyboard.

Physical activities include walking, talking, seeing, hearing, standing, sitting, bending, reaching, feeling, pushing, pulling, grasping and holding.

The ability to recognize errors in recorded information.

Other:

Regular attendance in conformance with the established standards as it is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

Upon employment, all employees are required to fully comply with rules and regulations as set forth by the Millennium Hotels & Resorts for the safe and efficient operation of hotel facilities. Employees who violate company rules and regulations will be subject to disciplinary action, up to and including termination.

Education:

Experience equivalent to graduation from high school and college, if any, and any other combination of education, training, or experience that provides the required knowledge, skills, and abilities.

Experience:

A minimum of one year prior front office experience in a similar size operation is preferred.

Grooming:

All employees must maintain a neat, clean and well-groomed appearance as outlined in the Millennium Bostonian Hotel Employee Handbook.

Other:

Other language skills preferred.