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 R Way Stand-Up 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