Front Office Supervisor

• Generate occupancy reports and front desk reports such as, but not limited to:
  • Night Audit Report - Daily
  • Transaction Reconciliation Report - Daily
  • Unbalanced Folios - Daily
  • Exceeded Credit Limit - Daily
  • Match and merge guest’s profiles - Daily
  • Guest Complaint Log – When needed
  • Expedia Reconciliation Report (Due end of day on the fourth of every mo.) - Monthly
• Ensures staff communicates effectively with the housekeeping team in regard to but not limited to:
  • Smoking rooms
  • No service/DND rooms
  • Pets In-House
  • Turn over rooms (If needed)
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner such as, but not limited to:
  • Meeting Space Checklist
  • Rooftop Checklist (When in season)
  • EOS
  • Siena Restaurant Log (If the email gets sent within their shift)
  • Guest complaint log (If any)
• Checks printed registration cards daily against information in Roomkey and rectify any discrepancies.
• Communicating with FOM the current product inventory and any necessary supplies including:
  • Grab n Go Inventory
  • Front Desk Checklist Inventory
• Organize Grab n Go stock and back-office inventory when order arrives, making sure that the order received matches the invoice.
• Lead operations at the front desk and make sure guests have an exceptional stay
• Engage with hotel guests in person and over the phone, help with any questions they may have.
• Train and supervise front desk staff to ensure they provide excellent guest services and enforce hotel policies.
• Listen, apologize with empathy, find a solution, and follow through when resolving guest problems.
• Gather guest’s information and reassure the guest that the Management will review and respond to guest complaints in a professional timely manner.
  • Reviews guests’ registration, comment cards, guest satisfaction results and other data to identify areas of improvement.
• Have knowledge of emergency procedures and assist as needed.
• Respond to emergencies on the hotel premises following established procedures.
• Promote the hotel, facilities, and services.
• Check current and future room inventory, and communicate to FOM of any close to sold-out dates
• Control room upgrades to ensure hotel profits
• Communicate with Manager any special requests and making sure is setup accordingly.
• Processes guests credit card authorization at check-in/out in accordance with hotel policy
• Answer inquiries from guests regarding booking, hotel/local amenities, restaurants, transportation, entertainment, etc.
• Determine a guest's reservation status and identify how long the guest will stay.
• Assigns rooms and accommodating guest’s special requests whenever possible.
• Follow all cash handling and credit card authorization policies.
• Be aware of all rates, packages, and special promotions.
• Be familiar with BEO/GEO reports and all in-house groups and meetings.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
• Always use proper two-way radio etiquette when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.

RMS is an Affirmative Action/Equal Opportunity Employer