What are the responsibilities and job description for the Front Desk Supervisor/ Operations Manager (Some Weekends May Be Required) position at Best Western Plus Stillwater?
Job Overview
As a Front Office Supervisor, you will be responsible for ensuring the highest level of customer service is provided to guests and visitors. You will supervise and coordinate the activities of the front desk and front office staff to ensure a seamless check-in and check-out process, answer guest inquiries, and resolve any issues that may arise during their stay. You will also play a key role in training and mentoring front office staff to maintain high service standards.
What You'll Be Doing
- Guest Services:
- Greet and welcome guests in a friendly and professional manner.
- Assist guests with check-in and check-out procedures.
- Handle guest complaints and concerns, ensuring prompt resolution.
- Coordinate with other hotel departments to fulfill guest requests and special arrangements.
- Staff Supervision:
- Train and supervise front desk agents and other front office staff in partnership with Front Office Manager
- Ensure staff adheres to dress code and grooming standards.
- Address disciplinary issues as needed.
- Problem Resolution:
- Handle difficult or complex guest situations and escalate as necessary.
- Ensure guest privacy and security protocols are followed.
- Assist in Implementation of effective strategies to minimize guest complaints.
- Training and Development:
- Provide ongoing training to front office staff on guest service standards and procedures.
- Foster a positive and collaborative work environment.
- Assist in the onboarding and training of new employees.
What You Bring:
- High school diploma or equivalent (a bachelor's degree in hospitality management or a related field is preferred).
- Previous experience in a front desk or guest service role, with at least 1-2 years of supervisory experience.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities.
- Knowledge of hotel management software and reservation systems.
- Ability to work flexible hours, including evenings, weekends, and holidays.
Benefits:
Benefits for Full Time employees may include:
- Health, Dental and Vision Insurances
- Disability Insurances
- Supplemental Life Insurances
- Flexible Spending Accounts
- 401(k) Retirement Plan with Company Match
- Paid Time Off, Vacation and Holidays
- Employee Assistance Program
- AMAZING HOTEL DISCOUNTS to any property in the TPG portfolio and MUCH MORE!
*Benefits vary by location*
Part-Time Benefits Also Available!
EEO/VET/DISABLED
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.