Front Office Supervisor
Sonesta Resort HHI
Essential Duties & Responsibilities: o Assist in supervising the front desk function; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, property management and reservations systems, safety and emergency procedures, etc. o Monitor performance and recommend corrective or disciplinary action. Alert management of potentially serious issues. o Up-sell rooms where possible to maximize hotel revenue. o Accurately process all cash and credit card transactions in accordance with established procedures including, but not limited to posting all charges, completing cashier or other reports, preparing deposit, and counting/securing assigned bank. o Routinely check in/check out guests, answer phones, take reservations and assist staff with job functions. May be responsible for issuing safe-deposit boxes to guest and ensuring the security of keys. o Promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction. o Complete opening and closing shift duties, and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow up. o Respond appropriately to guest complaints. Make appropriate service recovery gestures in accordance with established guidelines. o Promote teamwork and quality service through daily communication and coordination with other departments. o Perform duties and projects as assigned by Guest Services Manager o May assist with other duties as assigned.
Qualifications and Requirements:
High School diploma or equivalent, plus one year front office/guest relations experience including some supervisory training experience. Some college preferred. Must speak fluent English. Other languages preferred.
o Frequently standing up behind the desk and front office areas
o Carrying or lifting items weighing up to 50lbs
o Handling objects, products and computer equipment
o Use a keyboard to operate various property management and reservations systems, etc.
o Communication skills are utilized a significant amount of time when interacting with guests and employees.
o Reading and writing abilities are utilized often.
o Basic math skills are used frequently
o Problem solving, reasoning, motivating and training abilities are often used.
o May be required to work nights, weekends, and/or Holidays.
The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.
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