Front Office Supervisor

HYATT PLACE MILWAUKEE / DOWNTOWN 

FRONT OFFICE SUPERVISOR

Reports to: Front Office Manager

Department: Front Office

OUR STORY

Social. Dynamic. This is who we are. Welcome to the heart of downtown Milwaukee’s bustling business and entertainment hub which is located walking distance to Fiserv Forum and conferences at the Wisconsin Center. Hyatt Place Milwaukee / Downtown places you in the center of the Brewery District and moments to Marquette University, UW-Milwaukee, and the Milwaukee Riverwalk. A place to create unforgettable connections and memories for our employees and guests. Refreshingly uncommon, what are you waiting for and rediscover yourself apply now!  

JOB DESCRIPTION

 The purpose of the Front Office Supervisor (FOS) position at Janko Hospitality is to provide world class service to all guests. The FOS will train and supervise the operations of the front desk department of the hotel so that they provide superior customer service and operate the hotel to assure the highest possible level of guest satisfaction. 

ESSENTIAL DUTIES

Essential duties and responsibilities include the following (other duties may be assigned):

• Greets guests and completes check-in and check-out procedures in the PMS system on a daily basis
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Attends and sometimes leads daily pre-shift meetings with team members
• Assists the Front office manager with ordering of supplies and market items for sale
• Answers inquiries and accepts reservations, both in person and by telephone, by communicating hotel rates and information by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintains good customer relations by answering questions and talking care of customer concerns in a timely and knowledgeable manner, in person and on the phone. 
• Operates the telephone equipment by accepting incoming calls, assisting in-house calls to get to the correct department in a timely manner, scheduling and setting wake up calls and setting trace requests to provide guests with timely and efficient service.
• Controls cash transactions and maintains complete responsibility for accounting transactions during the shift 
• Maintains a friendly, cheerful and courteous demeanor at all times
• Performs the shift checklist to insure accuracy of all aspects of the shift. 
• Process all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes 
• Maintains the front desk log book to enhance the department communication and communicates any problems to the next shift coming in and the supervisor. 
• Serves as a cashier and attendant for the market as needed.
• Serves as Manager on Duty when no executive commit member or Front Office Manager is on property. 
• Follows instructions from Front Office Manager on tasks needed to be completed upon request or absence.

CUSTOMER SERVICE AND GUEST SATISFACTION

• Maintain a high standard of personal appearance and proper uniform within entire department
• Greets guests, visitors and team members in a courteous and friendly manner
• Assists guests and team members with anything that they may need
• Performs other duties as assigned, requested, or deemed necessary by management

SAFETY AND SECURITY

• Be proficient and train all team members in Safety and Security Policies
• Report any suspicious activity of guest, visitors or staff
• Maintains security for guests and property by keeping room doors locked 
• Write up Guest Incident reports as needed
• Perform duties in accordance with Safety and Security Policies
• Perform duties in accordance with OSHA and Blood Borne Pathogens regulations

PHYSICAL, MENTAL AND ENVIRONMENTAL REQUIREMENTS

• Physically and visually able to utilize a computer keyboard, printer, phones, and basic office supplies
• Firm and simple grasping is an ongoing requirement for all aspects of work
• Lifting of supplies occurs occasionally, usually not more than 25 lbs. but may be up to 50 lbs.
• Able to stand 90% of the day and walk for long periods of time through the work day 
• Reaching, pushing, pulling, twisting of body at the waist, and bending are required 

SKILLS, EDUCATIONAL BACKGROUND AND EXPERIENCE

• High School Diploma, GED, or equivalent years of relevant work experience required
• Previous customer service or hotel experience required, “Hilton” Experience helpful.
• Friendly demeanor and excellent communication and customer service skills
• Good organizational and prioritization skills
• Prior computer experience using windows-based software preferred