Front Office Supervisor

Location: 

Comfort Inn JFK Airport 

132-15 150th Ave, Jamaica, NY 11430

SUMMARY:

To assist guests efficiently, courteously and professionally with Guest Service-related functions. To maintain high standards of service and hospitality. To perform assigned tasks such as scheduling and ensuring that all GSAs are maintaining high levels of customer service.

RESPONSIBILITIES:

• Provide the highest quality of service to the customer at all times. 
• Check guests in and out efficiently and in a friendly manner.
• Handle guest mail and messages per established procedure.
• Develop a thorough knowledge of hotel staff, room locations, room rates, amenities, and selling strategies. 
• Take reservation requests efficiently.
• Keep current hotel accommodations, services and local attractions.
• Answer switchboard in accordance with standards of proper telephone etiquette. 
• Block rooms and handle special requests.
• Monitor room availability and offer AGM and GM assistance in yield management and restrictions. 
• Encourage day to day selling of guest accommodations and promote hotel amenities, food & beverage outlets, hotel services and loyalty programs.
• Handle all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction.
• Assist Management in scheduling, training and evaluating front office employees.
• Provide on-going feedback and guidance to front office employees.
• Monitor front office processes and suggest improvements to management.
• Serve as model of exemplary customer service for other front office employees.
• Ensure through reporting and observation that billing and cash are handled according to hotel procedures and good accounting.
• Complete detailed shift reports.
• Stock and replenish front office tools and materials.
• Stay current with developments in the hotel by reviewing and updating the communication log.
• Prepare end of shift summaries and communications for management and other shifts.
• Be able to stand for extended periods, walk, push, lift to 25 pounds, bend and reach, stoop, kneel, or crouch.
• Handle safe deposits by guests per established procedure.
• Keep the lobby and desk area clean and presentable.
• Have a thorough knowledge of emergency and security procedures.
• Know how to clean guestrooms to standards.
• Clean back-office area as requested by management.
• Open and close shift, make cash drops.
• Ensure all credit cards, cash and change funds are balanced throughout each shift. 
• Inform management of any guests or systems related complaints or problems.
• Keep maintenance informed of all maintenance needs.
• Pass on guest lost and found inquiries to management.
• Wear a proper uniform and nametag in accordance with the Standards of Appearance.
• Prepare daily deposits, compare deposited monies to funds reported at the desk, and follow up on any discrepancies. 
• Complete weekly front desk scheduling based on forecasted occupancy.
• Must be able to answer questions that GSRs may have.
• Must be able to cover any call-off shift as per proper chain of command. 
• Each associate will be required to follow the rules as found in the M&R Employee Handbook 
• Perform other duties as assigned by management, of which the employee can perform.

Requirements:

• Minimum two years in hotel front desk position required
• Previous management experience required
• Able to collaborate effectively with other hotel employees and managers to ensure teamwork
• High school diploma or GED required, bachelor's degree preferred
• Strong organizational skills, critical thinking skills, problem solver
• Strong computer systems skills including; reservations and reporting systems
• Strong Microsoft Office suite and reporting system skills
• Must work well in stressful, high-pressure situations
• Must be able to accurately follow verbal and written instructions and communicate effectively
• Work well independently or as part of a team
• Willing to work a flexible schedule including weekends and holidays