Guest Experiences Supervisor

Job Summary: The Front Office Guest Experience Supervisor is responsible for assisting the Front Office Teams while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay, while maximizing room revenue and occupancy. 

Duties & Functions

Essential: 

• lead shift of front desk and PBX and Van transportation associates with welcoming and registering customers
• Perform check-in and check-out duties.
• Utilize PMS - ONQ for accurate record keeping, billing of room and tax and incidentals. 
• Approach all encounters with guests and employees in a friendly, service-oriented manner. 
• Maintain regular attendance in compliance with AFP Management 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 the proper uniform and nametag when working.
• Always comply with AFP Management standards and regulations to encourage safe and efficient hotel operations.
• Always maintain a friendly and warm demeanour. Ensure that employees are always attentive, friendly, helpful and courteous to all guests, managers and fellow employees. 
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario. Monitor all VIP and special guest requests. Review Front Office log and Trace File daily. Fully comprehend and operate all relevant aspects of the Front Desk computer system. 
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Be aware of all rates, packages, and promotions currently underway as listed in the Red Book. 
• Be familiar with all in-house groups. Be aware of all closed out and restricted dates. 
• Follow and enforce all AFP Management International hotel credit policies. 
• Be able to complete and ensure that a proper bucket check room rate verification report, and housekeeping report have been accurately done and filed. 
• Maintain proper operation of the P.B.X. console and ensure that all standards are met, if applicable.
• Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel.
• Assist the AFM in ensuring that employees are following and maintaining standards (i.e., answering phones, callbacks to guests, guest request log). 
• Have knowledge of and assist in all emergency procedures as required. 
• Oversee and ensure that all guests are checked in/out in a friendly, efficient and courteous manner. 
• Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner. 
• Responsible for issued house bank. 
• Be able to perform all duties of Guest Services Agent. Run room status reports in a timely manner and relay necessary information to affected departments and individuals. 
• Monitor key control to maintain hotel security. 

Marginal:

• Ensure the maximization of room revenue through Rooms Merchandising. 
• Answer all guest inquiries in a timely and professional nature. 
• Be involved in departmental meeting, planning and execution. Help maintain productivity levels at or above budgeted standards. 
• Assist in training and cross training of new hires and current employees on a regular basis. Attend meetings/training as required by management. 
• Perform other duties as required by management.

Qualifications : 

2 Years of Prior Leadership Experience in the Front Office Leadership in a Branded HOtel. Hilton Doubletree is a plus.

Education & Experience

2 Year Degree or On the Job Experience