Front desk supervisor to achieve high levels of customer satisfaction by providing quality service and comply with corporate/brand policies and procedures while meeting/exceeding financial goals.
Duties and Responsibilities Essential
1.Supervisor front office staff effectively: schedule, train, coach, counsel, and conduct performance reviews; resolve problems; provide thorough communications, discipline and recommend terminations of employment as necessary. Ensures ordering of treat shop is up to standards. Ensure brand e-mail is checked for Hilton daily and surveys responded to in a timely manner.
2. As necessary conduct Front Desk activities; check guests in and out efficiently and courteously; respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution. Submit property invoices weekly to GM for code approval before submitting in M3.
3. Pre-register, block reservations and take same-day reservations following hotel rate structures, discounts, and sell strategies; cancel reservations according to procedures. Handle accounting reconciliation for Expedia partner central and booking.com. Ensures light stay is updated and advance purchase is completed on a weekly basis.
4. Respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution.
5. Implement Company/Brand programs to achieve service quality goals, while ensuring compliance with all specified policies and procedures; communicate with sales staff to define and implement sales strategies for improving occupancy levels and revenues.
6. Prepare forecasts and reports as directed; implement and monitor results to budget projections; develop recommendations for minimizing expenses and maximizing revenue.
7. Monitor and maintain the Front Office systems and equipment to ensure optimum performance; report issues as necessary. Ensure property walk throughs are completed.
8. Prepare and submit travel agent commission reports, third party reports, brand frequent traveler program points and other reports requested by management. Submit weekly recap to GM by Sunday every week.
9. Submit inventory supplies as needed to provide quality customer service to operations manager.
10. May temporarily assume Assistant General Manager, or General Manager, responsibilities as required.
10. Other duties as assigned
Knowledge and Skills Requirements
§ Sound working knowledge of related company and brand policies, procedures, and services; general knowledge of other departments in the hotel, including a good understanding of basic operations and functions of all other departments and emergency systems, policies and procedures.
§ Good understanding of revenue management policies and practices and excellent proficiency in the property’s revenue management computer program.
§ Good management/supervisory skills.
§ Excellent interpersonal and written/verbal communication skills.
§ Excellent proficiency with Front Office computer systems; intermediate proficiency with Word, Excel, and MS Outlook.
§ Excellent command of the English language; second language proficiency desirable.
Experience and Education Requirements
§ Undergraduate degree in business, hospitality, or related field or equivalent combination of education &experience.
§ 2+ years of experience as Front Office Manager/Supervisor in an equivalent hotel.
Physical Requirements
§ Ability to stand for long periods of time.
§ Ability to lift 25 lbs.
§ Ability to engage in 2-way conversation with guests and other employees.
Work Conditions/Hours
§ 40 to 50 hours per week.
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Benefits:
- Employee discount
- Paid time off
Schedule:
- 8 hour shift
- Evening shift
- Every weekend
- Holidays
- Night shift
- On call
- Overnight shift
Work setting:
Ability to Relocate:
- Galloway, NJ 08205: Relocate before starting work (Required)
Work Location: In person