Front Office Supervisor

Leisure Sports Service Department Job Description FRONT OFFICE SUPERVISOR MISSION To work Front Office (Front Desk, DTS-Operator, DTS-Delivery) shifts and assist in supervising all associates and operations within the Front Office in a professional, service-oriented manner to ensure delivery of the following: 1) Guests form great first and last impressions of the hotel; 2) Hotel access is controlled and room usage is tracked; 3) Guests are called by name at every opportunity, coming and going; 4) Banquet and catering customers are warmly welcomed, and smoothly directed to the appropriate meeting room or department; 5) All company policies relating to the Front Desk are consistently applied; 6) Incoming telephone calls are answered promptly and professionally; 7) All check-in, check-out, and other POS transactions are processed 100% accurately; and 8) Guests view the Front Desk staff as resources for hotel information. REPORTS TO Front Office Manager SUPERVISES Front Desk Agents, DTS-Operators, DTS-Delivery Attendants PRIMARY FUNCTIONS Assist in the hiring, supervision, training, and development of Front Desk Agents, DTS-Operators and DTS-Delivery Attendants Be fully capable in all duties, responsibilities and expectations of the Front Office position Assist in ensuring LSI Human Resources policies and employment practices are followed in the Front Office Department Ensure responsiveness of staff to all guest questions and concerns Ensure that all Front Office policies and procedures are consistently enforced and followed by all staff Assist in providing the necessary tools for Front Office associates to perform their jobs in the most efficient and hospitable manner Assist in determining the requirements for, and follow up with, special groups and VIPs Assist in preparing and posting weekly schedules that are compatible with guest needs and budget guidelines Supervise the workload during your shift; complete checklists as required Ensure LSI Customer Service and Facility Walkthrough and Core Value Quick Check standards are understood and followed by all staff Have a clear understanding of the roles and responsibilities of all other departments in the hotel and club Assist in handling and resolving all guest issues Assist in updating group information daily, maintain future group file, monitor and prepare group requirements; distribute this information as needed Serve as role model and set an example for service excellence within the Front Office Have a thorough understanding of Micros, Guestware and PMS systems, and be able to act as a troubleshooter; understand the basics of the MARSHA system; work closely with the Sales & Marketing Departments Conduct daily pre-shift meetings for department Other responsibilities or projects as assigned by the Front Office Manager DRIVERS OF SUCCESS Initiative and Leadership Customer Service skills and the ability to focus staff on customer service Communication Skills Hiring, Training and Coaching Skills Organization Skills; Attention to Detail Dynamic and Outgoing Personality PERFORMANCE MEASUREMENT Guest Retention and Satisfaction; Guest Survey scores Customer Service and Facility Walkthrough Scores Core Value Quick Check Scores Front Office Departmental P&L Quarterly Audit scores Staff Retention and Satisfaction ESSENTIAL PHYSICAL REQUIREMENTS Able to write, speak clearly, read, hear and see Standing for prolonged periods Walking, bending, kneeling Lifting and carrying (up to 30 lbs.) Typing and computer operation Occasional telephone work/use