Hotel Front Office Supervisor

Summary:

The Front Office Supervisor ensures an exceptional, personalized guest experience by overseeing all front desk operations with the highest standards of service and professionalism. This role supervises and mentors front office staff, manages seamless check-in and check-out processes, and anticipates guest needs to deliver exceptional service. The supervisor handles VIP arrivals, resolves guest concerns with discretion and efficiency, and collaborates closely with concierge, housekeeping, and other departments to maintain a flawless guest experience. A strong focus is placed on attention to detail, luxury standards, and creating memorable, high-end hospitality experiences.

Employment Benefits:

·       Employee Housing: Available, low-cost private room housing, if needed.

·       Growth: A commitment to invest in YOU!

·       401K Program with company match!

·       Health Insurance with HSA plan

·       Complimentary employee shift meal

·       Employee appreciation activities

·       Friends & family hotel rate program and restaurant discounts

·       Industry Hotel rate discount program for select hotels in New England area.

Essential Job Functions and Primary Responsibilities:

• Responsible for the planning and accountability of departmental training with the support of the Front Office Manager. Training performance will be measured through departments standards testing, internal guest survey reviews as well as Forbes reports.
• Regularly determine areas of opportunities in the department and with the support of Front Office Manager come up with a S.M.A.R.T action plan to overcome challenges.
• Review daily arrivals to ensure proper handling of VIP's, Return Guests, groups, etc. and communicate information with team. 
• Assist the Front Office with Check Ins and Outs, deliveries, tasks and special requests.
• Ensure maximization of revenues and control expenses through effective scheduling with the guidance of the Front Office Manager.
• Provide the highest level of guest recognition while also handling complaints, concerns or special requests for guests.
• Greet all guests and assist with luggage as needed, provides overview of property and room orientation based off first time or return guest. Maintain proper records of all bell team actions
• Assist in inventory of Front Office Supplies, Long Term Storage and Guest Items.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas, i.e., pool towels, bathrooms, walkways, and any trash around the pool area.
• Maintain complete knowledge at all times of hotel features/services, hours of operation and recreation pricing.
• Socialize and interact with guests whenever possible, ensuring highest level of service is consistently met with team.4
• Other relative tasks assigned by Management. 

Qualifications Required:

• Must have exceptional guest service skills with a willingness to exceed expectations
• Two (2) years of experience working at a luxury hotel front desk
• Flexible, self-motivated positive attitude
• Valid US Driver's License required
• Strong leadership skills and the ability to lead a small team.
• Strong problem-solving skills, ability to handle difficult situations and guests.
• Ability to remain calm during challenging situations.
• Strong communication and interpersonal skills.

Salary : $23 - $27