Front Office Hourly Supervisor

Description

Must be flexible, able to work weekends and holidays - Sign on bonus up to $1,000 for only Full-time status employees of continuous 6 months

The Front Office Supervisor at the Springhill Suites in Lawrence, Kansas is responsible for ensuring the operation of the Front Office/Guest Services in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.  

REASONABLE ACCOMMODATION STATEMENT
To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential duty and/or function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

QUALIFICATION STANDARDS
Education & Experience:
College course work in related field helpful.
Experience in a hotel or a related field preferred.
High School diploma or equivalent required.
Computer experience required.
Customer Services experience preferred.
Physical requirements:
Flexible and long hours sometimes required.
Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Ability to stand during entire shift.
Work environment:
Indoor and outdoor hotel building, rooms, facilities and structures

General Requirements

Maintain a warm and friendly demeanor at all times.

Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

Must be able to multitask and prioritize departmental functions to meet deadlines.

Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

Attend all hotel required meetings and trainings.

Maintain regular attendance in compliance with BC Lynd Standards, as required by scheduling, which will vary according to the needs of the hotel.

Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.

Comply with BC Lynd Standards and regulations to encourage safe and efficient hotel operations.

Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.

Must be able to cross-train in other hotel related areas.

Must be able to maintain confidentiality of information.

Must be able to show initiative, including anticipating guest or operational needs.

Perform other duties as requested by management.

DUTIES & FUNCTIONS
Fundamental Requirements

Greet and welcome all guests and staff approaching the Front Desk in accordance with BC Lynd standards.

Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).

Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.

Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.

Review Front Office log and Trace File daily.

Answer inquires from guests regarding restaurants, transportation, entertainment, etc.

Follow all cash handling and credit policies.

Be aware of all rates, packages and special promotions.

Be familiar with all in-house groups.

Be aware of closed out and restricted dates.

Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.

Be familiar with hospitality terminology.

Have knowledge of emergency procedures and assist as needed.

Handle check-ins and checkouts in a friendly, efficient and courteous manner.

Use proper two-way radio etiquette at all times when communicating with other employees.

Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.

Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.

Be able to complete a bucket check, room rate verification report, and housekeeping report.

Balance and prepare individual paperwork for closing of shift according to hotel standards.

Maintain and market promotions and guest programs.

Maintain a clean work area.

Qualifications

QUALIFICATION STANDARDS

Education & Experience: 

• At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
• Supervisory experience required.
• Must be proficient in Windows, Company approved spreadsheets and word processing.
• Must have a valid driver’s license from the applicable state.
• Four Diamond Experience a plus

Physical requirements:

• Long hours sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.

Work environment:  

• Indoor and outdoor hotel building, banquet areas, rooms, facilities and structures

General Requirements

• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with BC Lynd Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing nametags.
• Comply with BC Lynd Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.

DUTIES & FUNCTIONS

• Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner.  Follow up to ensure guest satisfaction.
• Motivate, coach, counsel and discipline all Guest Services personnel according to BC Lynd S.O.P.'s.
• Carry a cell phone at all times.
• Prepare and conduct all Guest Services interviews and follow hiring procedures according to BC Lynd S.O.P.'s.
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy by reviewing status daily.  Analyze rate variance, monitor credit report and maintain close observation of daily house count.  Monitor selling status of house daily, i.e. flash report, allowances, etc.
• Attend daily and monthly Rooms Merchandising meetings.
• Participate in required M.O.D. program as scheduled.
• Review Guest Services staffs' worked hours for payroll compilation and submit to Accounting on a timely basis.
• Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Maintain BC Lynd S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
• Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to BC Lynd S.O.P.'s.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain BC Lynd S.O.P.'s in its use.
• Ensure staff greet and welcome all guests approaching the Front Desk in accordance with BC Lynd S.O.P.'s.
• Ensure implementation of all BC Lynd policies and house rules.  Understand hospitality terms.
• Ensure sign off of all Service Standards by Position for Guest Services staff.
• Assist in preparation of revenue and occupancy forecasting.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Must maintain constant communication with Housekeeping, Reservations and the Credit Manager.
• Operate radios efficiently and professionally in communicating with hotel staff.  Ensure the proper use of radio etiquette within the department.
• Coordinate all aspects of the ongoing implementation of the BC Lynd philosophy of service.
• Ensure correct and accurate cash handling at the Front Desk.
• Follow and enforce all BC Lynd credit policies.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Establish and maintain key control system.
• Ensure participation within department for monthly BC Lynd team meeting.
• Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores. 
• Monitor all V.I.P.'s,  special guests and requests.
• Maintain required pars of all front office and stationery supplies.
• Review daily Front Office work and activity reports generated by Night Audit.
• Review Front Office log book and Guest Request log on a daily basis.
• Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or V.I.P. programs, and the standards and procedures for each.
• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
• Conduct meetings according to BC Lynd standards as required by management.