What are the responsibilities and job description for the Front Office Supervisor position at Founders Inn and Spa Tapestry Collection by Hilton?
Front Office Supervisor
OVERVIEW
Supervise the Front Desk operations to achieve customer satisfaction, quality service and compliance with corporate/franchiser policies and procedures while meeting/exceeding financial goals. Position is responsible for assisting the department manager(s) with short term planning and day-to-day operations of the Front Desk and carrying out initiatives to ensure excellent service and quality. The major areas of responsibility/management include Front Desk, Guest Services, PBX, Reservations, and Security. Recommends, implements, and monitors the Department's budget and manages expenses within approved budget constraints.
JOB RESPONSIBILITIES
The Front Office Supervisor’s primary responsibilities will include:
• Understand the specific needs of each shift, allocate resources accordingly, and effectively communicate the plan to department staff to ensure timely delivery of products and services according to departmental standards.
• Utilize the Founders Inn and Spa's Job Skill Handbooks consistently to coach and train associates.
• Utilize approved tools and checklists to establish daily expectations for each associate and ensure completion of assigned tasks.
• Provide daily motivation and encouragement to foster a supportive environment and teamwork for delivering excellent service.
• Monitor daily time and attendance, including clock-ins and outs, to ensure compliance with the daily labor budget, making adjustments as necessary to accommodate call-offs or changes in business volume forecasts.
• Implement Service Recovery guidelines to address guest concerns promptly and effectively, escalating issues when necessary.
• Promote the Founders Inn and Spa service culture, "Making it Right plus Two," to focus associates on enhancing guest satisfaction and maintaining a competitive edge.
• Conduct regular inspections of assigned areas to ensure compliance with cleanliness, environmental standards, and guest experience criteria, taking corrective action as needed.
• Proactively manage safety and security procedures to prevent accidents and maintain a safe environment for both associates and guests.
• Ensure individual compliance with all Founders Inn and Spa, Brand, and state or federal training requirements for your role, including new hire training, certification, and re-certification as necessary.
• Handle guest check-ins and check-outs efficiently and with professionalism.
• Supervise desk clerks and manage workload during shifts, completing shift checklists as specified.
• Generate accurate room status reports promptly and communicate necessary information to relevant departments and personnel.
• Maintain and update daily group information, ensuring familiarity with future group files and effectively communicating group requirements to relevant departments.
• Print cashiers' reports and verify balances, ensuring accuracy in all banking and deposit activities.
• Monitor key control procedures to maintain hotel security.
• Address guest inquiries regarding the hotel layout, including suites, meeting rooms, and outlets.
• Foster positive working relationships and open lines of communication with all other departments.
• Train, cross-train, and re-train Front Desk Personnel as needed.
• Assist Front Desk and/or Front Office Manager as required.
• Oversee associates' duties and inspect work to ensure compliance with company/franchise cleanliness standards.
• Assist in preparing department schedules and seek approval from senior management.
• Inventory stock to maintain adequate supplies.
• Investigate and address complaints, escalating issues to senior management when necessary.
• Prepare reports on room occupancy, payroll expenses, and department expenses, communicating any unresolved issues to senior management.
• Greet and engage with guests in a friendly and professional manner, ensuring a memorable experience.
• Demonstrate full knowledge of proper techniques as established by hotel/franchise requirements.
• Interact courteously and professionally with fellow associates and guests.
• Ensure timely and efficient satisfaction of all guest requests, delivering service in a highly professional manner.
• Conduct daily pre-shift meetings and attend Bi- Monthly staff meetings as directed by management.
• Record data concerning work assignments and special projects and prepare periodic reports.
• Enforce 100% staff compliance with uniform and grooming standards.
• Report unsafe work conditions/practices and safety/security violations according to Company policy.
• Assign duties to associates and inspect their work to ensure compliance with company/franchise standards.
• Perform any other duties as assigned.
REQUIRED QUALIFICATIONS
Education: High School Diploma or equivalent required.
Experience:
• 1-2 years of supervisory experience in a hotel position.
• Minimum of 1 year of experience in Hotel Front Desk operations.
SKILLS
• Typing speed of at least 35 words per minute.
• Experience with OnQ is desirable.
• Proficient in English communication; proficiency in a second language is desirable.
• Ability to effectively manage guest relations and ensure maximum guest satisfaction.
• Proficient in handling cash and credit transactions.
• Knowledge of and ability to enforce all company rules and Standard Operating Procedures (SOPs).
• Strong supervisory skills preferred.
ADDITIONAL PREFERRED QUALIFICATIONS
• Professional communication skills and basic computer knowledge.
• Demonstrated ability to work collaboratively within a leadership team, fostering the development of associates and maintaining a supportive work environment.
• Ability to address common inquiries or complaints from other departments, guests, regulatory agencies, or members of the business community.
• Proficiency in applying mathematical operations to accomplish job tasks.
• Proficiency with computers and familiarity with Property Management Systems.
BENEFITS
• 401(k) Matching: Secure your financial future with our generous 401(k) matching program.
• Comprehensive Medical Insurance: Enjoy peace of mind with medical insurance covering dental and vision needs.
• Weekly Pay: Receive your earnings consistently and reliably every week.
• Hilton Travel Discounts Worldwide: Explore the world with exclusive travel discounts available at Hilton properties globally.
• Paid Time Off: Take time to recharge and relax with paid time off.
• Growth Opportunities: Take your career to new heights with ample opportunities for professional development and advancement.
• Spa and Restaurant Discounts: Treat yourself to luxury experiences at discounted rates in our spa and restaurant facilities.
• 100% Tuition Remission at Regent University: Invest in your education with tuition remission, covering 100% of tuition costs at Regent University.
• Complimentary Employee Meal Per Shift: Enjoy a complimentary meal during each shift, ensuring you're energized and satisfied while on duty.
Part-Time positions are not eligible for some benefits listed.