Job Description:
The main responsibility is to supervise the Front Office team to drive memorable guest interactions and smooth operations resulting in excellent guest satisfaction. Respond in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services.
As a supervisor you will be a role model, sharing your expertise and continually inspiring the Front Office team. You will also ensure hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, upcoming reservations are entered correctly, all necessary supporting bills and vouchers are attached for direct settlements.
Duties and Responsibilities:
Upholds Moonrise Hotel and Four Diamond Standards at all times. Ensuring he/she is a model example for the Front Office team. Coach associates to provide guest with an unforgettable experience. Ensure all special request are followed completed and handled appropriately. Responds to telephone calls and in-person inquiries regarding reservations, hotel information and guest concerns. Supervise daily shift process ensuring all team members adhere to standard operating procedures. Train, direct the work of, resolve issues/problems and coach and counsel the Front Office team members to ensure a quality operation. Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service. Performs other duties as assigned, requested or deemed necessary by management. Assist all departments when needed during high volume periods; such as Housekeeping, Valet, and Reservations. Ensure cleanliness of Front Office desk, lobby and hotel grounds. Maintain knowledge of all Moonrise Hotel and Industry safety standards and protocols. Works with security to ensure the safety of guest and employees. Will need to be able to navigate third party extranets and Windsurfer reservations interface. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. Holds accountability for being Manager on Duty in absence of Front Office Manager/ Assistant Front Office Manager. Required Experience:
PREREQUISITES: A positive attitude and excellent communication skills. Experience of motivating and leading a winning team. Ability to remain calm whilst under pressure. Knowledge of Opera / Fidelio / or other similar world Class Property Management Systems is required. Intermediate to advance computer knowledge. Intermediate knowledge and experience in Microsoft Office Programs such as Word, Excel, Power Point. Must be able to work a variable schedule to reflect business needs, including weekends, AM, PM and overnight shifts. Must be able to remain in a stationary position for up to 50% of the time. Must be able to lift 50lbs, bend, stretch, and stand for extended periods of time, climb stairs, reach, twist, sit, walk, and/ or run. EDUCATION:
Degree or Diploma in Hospitality Management is an asset or Graduates bachelor degree and/or diploma in hotel or other related field.
EXPERIENCE:
Minimum 1 year work experience as Front Desk Associate or Reservations position.
Benefits:
After 90 days of employment
• Medical, Dental, Vision, Life Insurance
• Long & Short Term Disability
• 401K (with match program)
After 1 year of employment
• Vacation Time (80 Hours)
• Sick Time (40 Hours)
