Front Office Supervisor

Job Description Overview:

As the Front Desk Supervisor, you will manage the performance of the guest service specialists, guest service agents, and monitor the front desk/PBX operations. Report, as directed, any observed deviations to established standards and review and adjust staffing daily to ensure optimum staffing levels. Manage administrative functions in accordance with established standards. Ensure efficient Guest registration, check out and telephone service. Direct and train Guest Service staff and operators. Assist in on-going training and recruitment. Create weekly schedules and maintain them through changes.

Essential Functions:

Employee must be in uniform daily, including name tag properly displayed, and properly groomed per hotel standards.

• Observes performance and encourages improvement.
• Assists in interviews and selection, trains, supervise, evaluates, counsels, and administers disciplinary procedures for front office staff.
• Monitors special requests and oversees rate changes and room moves.
• Works closely with Housekeeping to ensure daily services and turn of rooms is done efficiently. As well as follow up on any guest request items and lost and found.
• Resolves Guest concerns and implements resolutions by using discretion and judgment.
• Review daily business levels, anticipate critical situations and assist in planning effective solutions to best expedite these situations.
• Inspect grooming and attire of staff; rectify all deficiencies.
• Constantly monitor staff performance and ensure that all procedures are carried out according to departmental standards.
• Monitor staff’s interaction with Guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Observe Guest reactions and confer frequently with staff to ensure Guest satisfaction.
• Anticipate Guests’ needs, respond promptly and acknowledge all Guests.
• Knowledgeable about entire property, including all scheduled activities, group functions, food and beverage outlets, entertainment and hours of operation of all activities, events and outlets.
• Adhere to hotel requirements for Guest/employee accidents or injuries.
• Exhibit a friendly, helpful and courteous manner when dealing with Guests or fellow employees.
• First point of contact for Front desk agents/ help or callouts.

Physical Requirements

Front desk Supervisor must be able to stand for long periods of time. A front desk Supervisor must be able to lift or push up to 50 pounds on occasion.

Working Environment:

Front desks, and lobby areas. 10am - 6pm

Equal Employment Opportunity Statement:

Bethany Beach Ocean Suites is an Equal Opportunity Employer. We are committed to a policy of equal employment opportunity for all individuals, and we prohibit discrimination based on race, color, religion, sex, gender identity, sexual orientation, national origin, disability, age, or any other characteristic protected by federal, state, or local law. We value diversity and are committed to creating an inclusive environment for all employees.

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 notice from the Department of Labor.