Front Office Supervisor Resume Samples

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OR
O Reynolds
Orval
Reynolds
120 Jennie Mountain
New York
NY
+1 (555) 981 1330
120 Jennie Mountain
New York
NY
Phone
p +1 (555) 981 1330
Experience Experience
11/2014 present
Detroit, MI
Franchised Front Office Supervisor
Detroit, MI
Franchised Front Office Supervisor
11/2014 present
Detroit, MI
Franchised Front Office Supervisor
11/2014 present
  • Operates the PBX equipment, including, assisting outgoing calls, scheduling and setting wake-up calls and paging guests
  • Bank out cashiers at the end of each shift according to proper cash handling procedures
  • Act empowered and empowered all associates to provide an outstanding service by taking care of our guests
  • Assist all departments in servicing the guests during high volume periods
  • To carry out or ensure that regular On-the-Job training is taking place to agreed standards
  • Responsible for the efficient and professional running of the front office, including relationships with other departments
  • To ensure that incoming and outgoing telephone calls are handled promptly and courteously
03/2010 06/2014
Boston, MA
Overnight Front Office Supervisor
Boston, MA
Overnight Front Office Supervisor
03/2010 06/2014
Boston, MA
Overnight Front Office Supervisor
03/2010 06/2014
  • Perform tasks and projects as delegated by the Assistant Manager, Front Office Manager or Rooms Division Manager
  • Communicate closely with the assistant managers and Front Office manager to ensure follow-up on any challenges, concerns, or staff performance
  • Make change, cash checks, exchange foreign currency, and post charges to guest accounts
  • On time and at work when scheduled and in proper uniform
  • Work closely with the Concierge staff to coordinate the efficient handling of guest luggage and follow up on guest requests
  • Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested
  • Other duties and tasks as requested by management
04/2007 02/2010
Los Angeles, CA
Front Office Supervisor
Los Angeles, CA
Front Office Supervisor
04/2007 02/2010
Los Angeles, CA
Front Office Supervisor
04/2007 02/2010
  • Assist the Royal Service Manager with tasks such as recruitment, scheduling, payroll, performance reviews, performance management and month end commentary
  • Review work procedures and operational problems to determine ways to improve service, performance, or safety
  • Meeting with the Front Office Manager & Assistant Front Office Manager to review daily activities
  • Carries out annual performance appraisals for his/her employees, sets targets and provides support for career development
  • Work closely with Housekeeping, Facilities and Player Development on a daily basis to manage room inventory
  • Performs all duties related to checking in and checking out of guests
  • Other duties as assigned by Assistant Front Office Manager and/or Front Office Manager
Education Education
Bachelor’s Degree in Integrity
Bachelor’s Degree in Integrity
University of Memphis
Bachelor’s Degree in Integrity
Skills Skills
  • Ability to deal professionally, courteously and tactfully with the public and coworkers
  • Basic mathematical skills and considerable skill in the use and operation of a calculator to prepare complex mathematical calculations without error
  • Knowledge of front office policies and procedures, reservations, accounts receivable
  • Excellent communication skills and a professional presentation
  • Highly responsible & reliable
  • Proficient in the use of Microsoft Office and Front Office System
  • Thorough knowledge of computer systems: i.e. MS Excel, Word, PowerPoint, and electronic scheduling and e-mail systems. Copy, fax and scanning
  • Strong interpersonal and problem solving abilities
  • Availability to work a 7 day, 24 hour rotating roster
  • Ability to work well under pressure in a fast paced environment
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15 Front Office Supervisor resume templates

1

Front Office Supervisor Resume Examples & Samples

  • Hire train, develop, coach, and discipline employees. Ensure team knows how to effectively handle guest issues
  • Responsible for payroll. Must create and cost out weekly schedules for all front office staff and be within budget
  • Monitor room inventory and work with sales and reservations to maximize revenue
  • Maintain and provide an example of the RockResorts Brand Standards for Front Desk including periods of check-in, check-out, and phone calls
  • Ensure strict adherence to key control, proper company cash handling procedures, and walk-in procedures for all front desk agents
  • Respond in writing to Medallia customer service reviews
  • Accept and log all incoming packages, ship and log all outgoing packages, accept and schedule the delivery of guest amenities and ensure guests receive all mail, luggage and packages in a timely manner
  • Responsible for cleanliness of guest reception and surrounding public areas
  • Occasionally fulfill concierge duties including dinner, transportation and activity reservations
  • Provide useful information to guests about local services and activities
  • Comply with all resort policies, deliver a consistently high standard of customer service within the department and maintain a high level of professional appearance, demeanor and ethics at all times
2

Front Office Supervisor Resume Examples & Samples

  • Attend & Participate in shift briefings to ensure hotel activities and operational requirements are known
  • Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent
  • 1 years experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience
3

Front Office Supervisor Resume Examples & Samples

  • Supervise all Front Desk operations including arrival experience
  • Ensure all Guest Service Agents are completing their duties to IHG standards and following operating procedures
  • Maintain excellent knowledge of VIP, group and individual guests
  • Oversee the achievement of team up selling targets
  • Conduct daily team briefings
  • Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
  • Ensure staff are properly trained including service expectations, hotel facilities and services, local directions, property management and reservations systems, safety and emergency procedures, etc
  • Assists in scheduling staff according to labor standards and forecasts occupancy; assigns daily work tasks to employees
  • Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security and emergency procedures as established
  • Promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction
  • Promote teamwork and quality service through daily communication and coordination with other departments
  • Friendly and hospitality focused
  • 1-2 years Front Desk experience including some supervisory experience
  • Ability to handle pressure and varied work loads
  • Candidates must be highly organized, adaptable, excellent time
  • Computer aptitude with a fluency in reading, writing and speaking English
  • Availability to work a 7 day, 24 hour rotating roster
4

Front Office Supervisor Hours Resume Examples & Samples

  • Previous experience of a front desk system (preferred)
  • Strong Communication skills (verbal, listening, writing)
  • Flexible – shift pattern
  • Must be Customer Focused
  • Ensure the switchboard is answered within 3 rings and all messages or faxes are passed to the guest within five minutes of receiving
  • Operate switchboard and deal with messages and enquiries as required
  • Take individual reservations using the Marsha Reservations System and be able to deal with advance reservations, taking bookings and special requirements, where necessary
  • Receive guests on arrival following the ten yard rule; ensure all guest information is entered into the Front Office System
  • Prepare cash for banking on a daily basis, complete shift payin and balancing of shift, assisting colleagues as necessary
  • Ensure that a proper handover takes place and that all relevant information is passed over from shift to shift
  • Ensuring that a high level of customer care is maintained at all times, especially when under pressure. Record and deal with guest complaints, comments and inform the manager on duty
  • Maintain the guests privacy code of conduct at all times
  • Maximise profits through in house selling
  • Scout and enroll guests into the Marriott Rewards programme and ensure achievement of monthly targets. (After we have become a Marriott)
  • Provide accurate and detailed handover for the next shift
  • Attend monthly meeting with the Head Receptionist
  • Supervision of all reception staff in the absence of the Head Receptionist or the Front Office Manager. Ensuring you comply with company standards
  • To liaise with the Housekeeper and Guest Relations with reference to the allocation of rooms on a daily basis
  • To ensure that all floats are maintained to the appropriate levels
  • To review the front desk shift check sheets to ensure they are always in relation to the operating of the front desk and change when necessary
  • Liaise with the Head Receptionist regarding the content of the S.O.P manual so that it is in line with procedures used within Front Office, and constantly be aware of any amendments that need to be made to the manual
  • To liaise with Head Receptionist and produce a reception rota on a 4 weekly basis in line with business
  • Ensure that the correct procedures are being adhered to with regards to change orders and that change levels are kept in accordance with the business
  • Ensure that all staff are aware daily of the V.I.P’s and Specials
  • To comply with both the Shift Leaders and Receptionists check sheets to ensure that all tasks are carried out on a daily basis
  • To be aware of the hotels ‘book out’ procedure and to deal with book outs when necessary
  • Observe and follow procedures for Health and Safety, Fire, Accidents, Crime and Evacuation
  • Undertake any other duties as assigned by the Front Office Manager
  • To comply with all Green Globe initiatives as outlined by your line manager
5

Front Office Supervisor Resume Examples & Samples

  • Should have good knowledge of OPERA system
  • Previous experience in a leadership or supervisory role an asset
  • Strong interpersonal and problem solving abilities
6

Front Office Supervisor Resume Examples & Samples

  • Assists for all VIP's treatments and ensures that they feel comfortable and welcome on arrival to the hotel
  • Is responsible for the security control of all hotel keys whilst on duty
  • Is responsible for attending to, resolving or acting upon any alarms or security breaches that may occur whilst on duty
  • Oversees that the Receptionist shift procedures/duties are completed on time and are procedurally correct
  • Ensures that computer reports are done as scheduled
  • Ensures that on-going pertinent/relevant logbook communication to other shifts is maintained
  • Assists all area in the Front Office Department as required i.e. Operator, Reservations, Reception, Concierge, Business Center, Bell Desk
  • Checks and ensures that all rooms/suites assigned for VIPs are in order and the respective amenities are placed in the room/suites before arrival
  • Supervises that all FO staff is correctly uniformed According to Hotel Standard
  • Supervises that end of shift balances for outlets are completed on time and are in balance
  • Ensures that he/she is constantly aware of and `up-to-date' with all happenings and operations within the hotel. It is vital that she/he has an obvious presence throughout the hotel, and be visible and moving through public areas and departments continually whilst on duty
  • Ensures clear and constant communication lines are kept with all staff and hotel departments
  • Provides change to other departments and the correct balancing of the main safe float
  • Acquires through training provided a comprehensive knowledge of the hotel’s Property Management System (CLS), Telephone System, internet System and in-house presentation System
  • Adheres to the hotel staff rules and regulations as detailed in the hotel’s staff handbook
  • Oversees the daily movement of guest activities and be able to resolve any guest complaints and to establish an amicable Relationship with guests, clients of the Hotel
  • Through close supervision, recommends improvement in operation, especially in the aspects of developing better service standards, increasing revenue and reducing costs. Conducts regular operational meetings to review, monitor, adjust and upgrade the performance of the Front Office as a whole, explaining new directions and policies and procedures at the same time."
7

Front Office Supervisor Resume Examples & Samples

  • Ensure proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines
  • Passion for guest service
  • Fluency in English
8

Front Office Supervisor Resume Examples & Samples

  • Be an expert and demonstrate knowledge of: all hotel features/services, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately
  • Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent hotel data
  • Assist management to recruit, hire, train and successfully support and manage the talent of all new and existing team members
  • High school diploma or general education degree (GED or two to three years related experience and/or training; or equivalent combination of education and experience)
  • Previous hospitality experience in a Four Diamond quality organization preferred
  • Previous experience with Windows, Office, and property management systems highly desirable
  • Must be able to understand, speak, read, and write in the basic English language
9

Front Office Supervisor Resume Examples & Samples

  • Reporting to the Director of Front Desk, responsibilities and essential job functions include but are not limited to the following
  • Consistently offers professional, engaging and friendly service
  • Supporting company and hotel policies and procedures including the promoting and participation in SHARE, Employee Opinion Survey, Health and Safety, and Guest Service initiatives
  • Participating in scheduling and supervision and Training of Assistant Reception Managers, Front Desk and Royal Service staff including career development and performance reviews
  • Ensure service standards are met and exceeded i.e. rooming the guest, anticipation of guest needs, upselling, cross-selling, scheduling, etc
  • Responsible for ensuring that all guest issues/complaints receive prompt action and follow up
  • Taking charge of Groups and Conventions from a Front Office perspective from pre-convention to post-convention stage, including pre-convention meeting attendance and internal post-convention follow-up
  • Participating and assisting with the Room inventory, Yield and Revenue Management including settling daily and weekly sell strategies, rates and price points. Attend weekly revenue management meetings
  • Liaise with key departments (Housekeeping, Guest Services, Reservations and Sales and Conference Services) to ensure smooth sense of arrival and departure
  • Liaise with VIP parties, Special Attention guests, ensuring that accommodation is in order, inspecting where necessary, greet, escort and contact when possible upon arrival
  • Thorough knowledge of function bookings and their affect on lobby and public areas
  • Attendance at weekly 10-day Forecast meetings and Food and Beverage meetings
  • Thorough knowledge of emergency procedures (Emergency Preparedness Manual) and general crisis situation procedures
  • Monthly and quarterly projects as assigned
  • Actively seek feedback and follow up on Guest comments
  • Develop and implement new Front Office initiatives, systems and standards
  • Knowledge of Micros Fidelio Opera, Microsoft XP and Office Applications
  • Minimum of two years as a senior manager within the Front Office, Assistant Front Office Manager or Front Office Manager at a small to mid-sized hotel
  • Ability to work overnight shifts with flexible weekly schedule
  • Must be able to work well under pressure in a fast-paced and constantly changing environment
  • Must possess excellent interpersonal and motivational skills
  • Must be a strong team player with proven leadership, development and delegating skills
  • Highest Guest Service skills, talent and knowledge with the vision and ability to lead employees to excellence
  • Diploma in Hotel Management an asset
10

Front Office Supervisor Resume Examples & Samples

  • Ensure Team Members have a current knowledge of all room categories, room rates, packages, promotions, local area and other general product knowledge necessary to perform their duties
  • Demonstrate positive leadership characteristics, which inspire Team Members to exceed standards
  • Desire to progress within the Hospitality industry
  • Previous experience in the hotel industry
11

Front Office Supervisor Resume Examples & Samples

  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information to resolve conflicts
  • Basic mathematical skills and considerable skill in the use and operation of a calculator to prepare complex mathematical calculations without error
  • Ability to listen effectively and comprehend the English language to understand and obtain instructions and information
12

Front Office Supervisor Resume Examples & Samples

  • Maximize sales revenues through up-selling and marketing program
  • Maintain the professional appearance of the Front Desk with a focus on hospitality and Guest service
  • Excellent supervisory, inter-personal, and communication skills
13

Front Office Supervisor Resume Examples & Samples

  • Previous Front Office Experience (Essential)
  • At least 2 years in a similar position is preferred
  • Good knowledge of OPERA/Fidelio and MARSHA
  • Strong interpersonal and hospitality skills
  • Good knowledge of local area is desirable
  • Highly organised and efficient
14

Front Office Supervisor Resume Examples & Samples

  • Lead and direct the team to ensure the smooth operation of Front Desk functions
  • Participates in training of all Front Desk associates
  • Checks guests in and out of the hotel; Performs daily Front Desk Agent duties
  • Monitors the registration against in-house guests; Maintains smooth operation of the front desk
  • Ensure all duties are completed in a timely and organized manner.; communicates information to the associated departments
  • Resolves guest and associate complaints and issues
  • Communicates clearly with Duty Manager of daily regime at the Front Desk
  • Maintain professional business confidentiality as required
  • Ensures duties on task list are completed
15

Front Office Supervisor Resume Examples & Samples

  • Day to day supervision and the smooth operation of the Front Office
  • Must provide efficient and courteous service to each guest
  • Operate according to the policies, procedures, quality standards and services established by the management team
  • Willing to work all shifts and weekends, if needed
  • Willing to learn new tasks & duties as needed
  • Able to deal calmly and professionally with the public and employees in any and all crisis situations
  • Ensure the department provides outstanding service and teamwork
  • Handle all special requests quickly & appropriately
  • A dedication to making every guest feel welcome in our surroundings
  • Monitors performance through positive feedback, corrective actions as necessary
  • To work closely with other departments to ensure the smooth management of operations through preparation and follow-up
  • To assist in training employees ensuring that they have the necessary skills to perform their duties effectively
  • Effectively communicate an implement new policies/procedures for the Front Office
  • Stay current with industry/competitive trends and making recommendations for improvement
  • Responsible to respond to Emergency situations, as necessary
  • Ensuring a safe working environment for all staff members
  • Maintain all Front Office Standards & Coach employees on meeting our Standards
  • Ensure the current days revenue balances are reconciled, the payments to the guest ledger are processed, and the accounts receivables are balanced
  • Prepare daily management reports as required
  • Complete the update process on the front office system perestablished system guidlines
  • Complete system back-ups as required
  • Balance and verify the summary of daily transactions in the hotel and ensure that the hotel's computer systems are readied for the next day's business
  • Balance and Audit all front office postings and settlements
  • Verify that all departments have posted all of their revenue
  • Reconcile the food and beverage point of sale system, for each outlet, to the PMS system; record and adjust entries
  • Reconcile all miscellaineous revenue sources to the PMS system
  • Ensure guest and colleague safety and security
  • Excellent communication (written & verbal) and interpersonal skills
  • A strong team player, able to work within deadlines and motivate a team
  • A good problem solver, who is confident, energetic, flexible and proactive
  • Computer literate with knowledge in Microsoft Office, including Microsoft Outlook, Excel, Word and GEAC
  • Results oriented, positive, service driven with a sense of urgency and ability to prioritize
  • A self-starter who adapts to change with ease and is able to handle many tasks simultaneously
  • A creative individual who has a proactive eye for detail and cleanliness
  • Hospitality Degree or Diploma an asset
  • Knowledge of safety regulations including WHMIS, First Aid
  • Minimum 2 years experience in a full service hotel
  • Must hold a valid driver's license with a clean abstract
  • Able to develop, motivate and lead colleagues
16

Overnight Front Office Supervisor Resume Examples & Samples

  • Be an expert and demonstrate knowledge in all aspects of overnight property management and front office/PBX computer systems (to include but not limited to any maintenance requirements, report generation, performance of daily backups and simple programming)
  • Conduct pre-shift meeting at shift change-overs to effectively communicate relevant information to team members
  • Audit all revenue and statistical transactions prior to distribution of daily reports to ensure complete and accurate reporting of information to operational managers
  • Ensure overnight team properly completes required checklist items at the end of each shift to process accurate and timely recording of all accounting/financial transactions
  • Ensure that sufficient staffing is present to meet the nightly business demands
  • Minimum of one year supervisory experience in a high volume setting preferred
  • Previous experience with Windows, Office, POS and property management systems highly desirable Must be able to understand, speak, read, and write in the basic English language
  • Demonstrate ability to compute basic arithmetic
17

Front Office Supervisor Resume Examples & Samples

  • Supervising the daily operation in line with brand standards
  • Training and developing team members to deliver exceptional standards of customer service
  • Experience in the Front Office operation, or related hospitality department preferred
18

Front Office Supervisor Resume Examples & Samples

  • Ensure the highest standard of service & guest care is delivered in the department
  • Know the services offered by the hotel and encourage the guests to use them during their stay at the hotel
  • Know the local environment of the hotel: city, culture, activities, shopping malls, and general information
  • Listen to the guest at all times, strive to answer all requests from the guests as quickly as possible
  • Establish good working relationships with the guests and visitors
19

Front Office Supervisor Resume Examples & Samples

  • Ensure that all Front Office Colleagues are familiar and updated with hotel's product and services
  • Establishes a rapport with guests and maintains good customer relationship
  • Works in full cooperation with other departments to make sure the guest is of the utmost priority
  • To ensure the safe running of the hotel, reviews the arrival report and VIPs to ensure all special requirements are met or exceeded
  • Suggesting and attending regular training on updated topics and respective skill set as required by the team
  • Communicate and liaise effectively with other leaders in the department and hotel
  • Achieves and creates an environment that allows colleagues to achieve job fulfillment and clear growth path for career development with Fairmont Hotels & Resorts
  • Execute all tasks related to financial activities adhering to the laid down policy and procedures and ensuring accuracy in maintaining the records
  • Maximize our brand by promoting our up sell programs
  • Responsible for maintaining personal cash float used to assist guest with transactions and currency exchange
  • Minimum 1 year previous front desk supervisory experience, preferably in a large volume property
  • Excellent knowledge of Micros-Opera Property Manager, word and excel
  • Career minded with strong personal initiative with a desire to achieve results above expectations
  • Highly organized, results-orientated with the ability to be flexible and work well under pressure in a fast paced, changing environment
  • Strong leadership skills, able to lead colleagues to achieve the departments vision and goals
  • Able to complete many diverse tasks concurrently
  • Graduate of Hotel Management or Hospitality program a definite asset
20

Front Office Supervisor Resume Examples & Samples

  • Ensure Outstanding customer care at all times
  • Maintains a friendly, cheerful and courteous demeanour at all times
  • Courteously and accurately answers inquiries from potential guests and accepts hotel reservations
  • Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns
  • Uses suggestive selling techniques to sell room nights, increase occupancy and revenue
  • 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 desk 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
  • Adhere to company credit limit / floor limit policies
  • Allocate rooms to expected arrivals after checking the guests preferences and special requests
  • Build strong relationships and liaise with all other department's especially housekeeping, reservations etc
  • Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests
  • Cross Check all billing instructions are correctly updated
  • Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy
  • Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests
  • Ensure Front office log book and hotel log book is always updated and actioned upon
  • Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD
  • Participate in hotel committees and task force assignments
  • Assist all departments in servicing the guests during high volume periods
  • Takes responsibility in the absence of the Duty Manager / Front office manager
  • As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team
  • Computer Knowledge and experience in MS office programs
  • Minimum 2 to 3 years work experience as Front Office Associate / Front office cashier in a hotel
21

Front Office Supervisor Resume Examples & Samples

  • Ensure that all Front Office colleagues are familiar and updated with hotel’s product and services
  • Establishes a rapport with guests and maintains good customer relationshipWorks in full cooperation with other departments to make sure the guest is of the utmost priority
  • To ensure the safe running of the hotelReviews the arrival report and VIP’s to ensure all special requirements are met or exceededSuggesting and attending regular training on updated topics and respective skill set as required by the team
  • Achieves and creates an environment that allows colleagues to achieve job fulfillment and clear growth path for career development with Fairmont Hotels and Resorts
  • Adhere to Fairmont Scottsdale Princess Grooming Guidelines. Click here to view: http://www.scottsdaleprincess.com/Meet/Grooming-Guidelines
  • Excellent team leading skills and team management skills
  • Fluent and confident in English, additional National and International language is an asset
  • Excellent written and verbal communication, interpersonal and leadership qualities
  • Strong guest service orientation and training skills background preferred
  • Maintains professional and pleasant body language at all times
  • Degree or diploma (preferred in Hospitality and/or Tourism Management)
22

Senior Front Office Supervisor Resume Examples & Samples

  • Support Team Members in handling Guest requests and enquires to ensure a positive outcome
  • Assist with the implementation and achievement of departmental targets and objectives, work schedules, budgets and policies and procedures
  • Assist other departments, as necessary, and maintain good working relationships with hotel Team Members
  • Previous experience in a hotel environment
23

Admin Front Office Supervisor Resume Examples & Samples

  • Act as frontline contact for all Hotel queries, internal and external
  • Assist Operations Manager in receiving and sending all client material pre- and post-conference; ensure storage is tidy and controlled
  • Prepare all month- and year-end accruals as well as follow up on all outstanding purchase orders
  • Ensure purchasing and invoicing system is up-to-date by preparing purchase orders for signature, placing all supply orders to vendors/contractors, and consolidating month end purchase ledger IAW unified system of accounts
  • Ability to work under pressure
  • Excellent leadership skills
  • Excellent interpersonal and communication skills
24

Front Office Supervisor Resume Examples & Samples

  • Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards
  • Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable)
  • Ensure logging and delivery of packages, mail and messages to guests and meeting rooms
  • Review Front Office log and Trace File daily
  • Be aware of all rates, packages and special promotions as listed in the Red Book
  • Handle check-ins and checkouts in a friendly, efficient and courteous manner. Use proper two-way radio etiquette at all times when communicating with other employees
  • Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner
  • Maintain a clean work area
  • Assist guests with safe deposit boxes
  • Maintain a warm and friendly demeanor at all times. Supervise all team members in their respective roles at the Front Office
  • Attend all hotel required meetings and trainings
  • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag
  • Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives
  • Must be able to cross-train in other hotel related areas
25

Front Office Supervisor Resume Examples & Samples

  • Handles all the problems and complaints that may arise in the best professional manner using their hotel knowledge, SOPs, LSOPs and good common judgment to obtain the best possible guest satisfaction
  • Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary
  • Creates the atmosphere in the controlled areas that meets or exceeds guest expectations
  • Develops systems to enable associates to understand guest satisfaction results
  • Observes service behaviors of associates and provides feedback to individuals and to the FOM and EAM Rooms; continually strives to improve service performance
  • Ensures that a customer recognition program is in effect throughout controlled areas
  • Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance; coaches team by providing specific feedback to improve performance. Conducts annual performance appraisal with direct reports according to Standard Operational Procedures
  • Celebrates successes and publicly recognizes the contribution of team members; ensures recognition is taking place across all controlled areas
  • Performs other duties as assigned to meet business needs
  • Checks all controlled areas first thing for neatness, brochures are in the racks
  • Makes it his/her personal goal to avoid the room rebates
  • Take hand-over from shifts and Manager
  • Read Hand-over book
  • Read daily function list
  • Familiarize yourself with current status and forecast for at least one week ahead
  • Familiarize yourself with names of incoming guests especially VIP guests
  • Familiarize yourself with construction in corridors and guest rooms
  • Familiarize yourself with the out of order rooms
  • Pass information on to shift
  • Delegate tasks for the shift
  • One to one with Manager
  • Check registration cards
  • Check message drawer at the beginning and the end of your shift
  • Check constantly for skips, sleeps, pick ups and action
  • Prepare group arrivals
  • Check assigned rooms constantly and delete if necessary
  • Check the daily Supervisor reports
  • Check Marriott Rewards report
  • Proceed with cashier audit
  • Take over rooms control duties where necessary
26

Front Office Supervisor Resume Examples & Samples

  • Ensure the Front Office operation is in accordance with hotel standards
  • Ensure service levels and standards are in accordance with the hotel operating criteria at all times
  • Review the daily arrivals and liaise with Housekeeping to ensure all rooms and villas are ready for the guests expected arrival time
  • Delegate daily tasks to subordinates and ensure that all tasks are done in a timely manner
  • Circulate important information related to daily operations and guest’s information to appropriate departments
  • Assist with the check-in and check-out of guests as required
  • Assist with the coordination and monitoring of guest requests with appropriate departments
  • Assist with training of front office employees and in accordance with hotel guidelines
  • Ensure that the front desk area is kept tidy, well maintained and serviceable at all times
  • Ensure that office supplies are well maintained and adequate for daily operations
  • Act as sales person and also motivate the team to maximize room revenue (upselling) and promote outlets and other hotel facilities and services
  • Maintain logbooks recording of the daily operations of the Front desk and ensure that all tasks are properly done in a timely manner
  • Supervise the performance of Front Office employees and prepare performance reviews in conjunction with the Assistant Front Office Manager as required
  • Provide reports as required by the Assistant Front Office Manager
  • In addition, other duties as may be required as directed by your Manager
  • Minimum of 4 years hotel experience, preferably in a luxury environment
  • At least 1 year’s relevant supervisory experience
  • Good knowledge of front office and reservations systems (PMS and POS)
  • Ability to communicate effectively with guests and other employees
  • A high level of written and spoken English comprehension
27

Assistant Front Office Supervisor Beach Retreat Resume Examples & Samples

  • Maintain adequate scheduling to ensure necessary coverage ensuring minimal guest wait times, timely response and follow-up to all guest requests and concerns
  • Work with the hotel teams to streamline the flow of communication and operational processes related to all departments within the Resort with a focus on efficiency and guest convenience
  • Assists in developing, implementing and monitoring all training, hiring and performance evaluation initiatives within the Front Office to ensure continued growth and development of team members
  • Assist to complete the team in terms of recruitment, selection, development, performance management, development and succession planning in conjunction with Resort HR team and group guidelines
  • Identify and plan for contingencies as required
  • To adhere to and maintain all policies relating to LEGOLAND Florida Resort. These controls include primary responsibility for the safeguarding of cash and Hotel revenues
  • To exceed targets within company set-out formal audits including Health & Safety, HR, Finance, Control and Operations
  • Ensure the team is engaged and motivated using group tools and programs such as recognition programs with annual engagement surveys
  • Ensure all aspects of the hotel are consistent with the corporate brand image
  • Effectively manage all queries, ensuring confidentiality where appropriate
  • Promote the company image via professional and supportive Hotel Team services
  • Ensure that the Hotel team adheres to the correct brand for marketing displays throughout the Hotel
  • Review and respond to guest related feedback as well as resolve and/or address to proactively avoid reoccurrence, and provide analysis of guest complaints and follow-up actions
  • Responsible for relevant department budgets, preparing forecasts monthly and compiling and submitting annually, working closely with direct reports to bring budgets within frame
  • Ownership, understanding, and awareness of costs and gross profit results at the hotel, with responsibility for actual position versus budget and YOY results
  • Monitor, analyze and inform the teams of changes in the cost of goods to ensure we are offering guests high quality products, while contributing to a profitable Resort
  • Assist the departments in the achievement of Company standards for guest satisfaction while ensuring maximum profitability is achieved through tight specifications, and working with the hotel teams
  • Ensure that all commodities are ordered, received, checked and stored correctly in accordance with Company Standards for all departments
  • Ensure the security of the Hotel is compliant to the Merlin Operating Manual
  • Development
  • To attend Company training programs to develop capabilities to help the organization in managing the hotel’s housekeeping operations
  • Develop programs/initiatives focused on streamlining the flow of communication and integration of processes within the Hotel and the Resort
  • Develop and lead a professional, efficient, and effective team with a focus on quality of service and the delivery and development of the guest experience. Act as a role model in leading this through The Merlin Way
  • In conjunction with the Director of Human Resources, ensures a succession management program is in place able to meet the current and future organizational objectives
  • Manage all training needs and carries out appropriate training
  • Function as stakeholder in terms of climate survey results within the department at the Hotel and implements an action plan to improve YOY
  • Ensure adherence to policies and procedures, effectively managing and documenting employee relations
  • Health & Safety
  • Managers/supervisors are responsible for all aspects of Health, Safety & Security within their team, in line with the Group Policy (HS001). In particular, they must ensure that risk assessments have been carried out, that safe working procedures are in place for all work activities and that all employees in their teams are aware of the Group Health, Safety and Security Policy and their obligations under it. They must ensure that safe working practices are monitored and that risk assessments and procedures are reviewed regularly. Where incidents do occur, they must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated
  • Employees are responsible for the safety of themselves, their colleagues and guests (where appropriate), in line with the Group Policy (HS001) and the law. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate
  • Strong and empowered management competency level, commitment, drive, energy and positive approach to new and fresh challenges
  • Requires at least 1 year of Hotel front office operations with a recognized qualification or previous significant operational experience in order to lead the team to manage the day to day operational complexities within the department
  • Leading multi-discipline management teams
28

Night Front Office Supervisor Resume Examples & Samples

  • Serve as a point of contact for regular and important Guests
  • Represent the Night Manger and other senior managers in their absence, taking full responsibility of the hotel
  • Compile adequate handover to Early staff / Duty Manager
  • Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts
  • Demonstrate current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area
  • Conduct Health and Safety Checks and Night Walks
  • Previous supervisory experience in Front Office within the hotel, leisure or retail sector
  • Excellent leadership and management skills
29

Front Office Supervisor Resume Examples & Samples

  • Responsible for front desk operations including Front Desk Agents, Night Auditor, VIP Coordinators and Bell staff in the performance of their duties
  • Serves as a leader for employees while fostering teamwork, high Team Member morale, motivation and open communication
  • Coaches and develops Team Members using a consistent, approachable demeanor while clearly articulating expectations
  • Ensures all Front Desk Team Members receive proper training with emphasis on detail, in order to provide service levels consistent with Ameristar’s standards
  • Helps to maintain and enhance a safe, secure and comfortable environment for our guests and Team Members
  • Supervises the day-to-day activities of the Front Desk and telecommunication via customer contact and supervision of Team Members, ensuring 100% guest satisfaction
  • Oversees customer check-in/check-out
  • Enters information via Kronos for payroll processing
  • Conducts all cash handling in accordance with cash handling policy and monitors variances on a daily basis
  • Monitors telephone communication via call monitoring system
  • Authorized to verify pre-approved room comping levels and authorized to change incorrect information
  • Processes discrepancy reports, rate variations and credit reports
  • Coordinates the ordering and reconciliation of package coupons
  • Works with Housekeeping and Casino Marketing to ensure timely guest check-in and maximum occupancy
  • Coordinated VIP arrivals and ensures all arrangements have been confirmed prior to arrival
  • Ensures all eligible card holders are pre-registered, and room checked prior to arrival
  • Monitors volume to ensure fast, friendly and efficient service
  • Ensures that guest problems/complaints are managed in an effective, courteous manner
  • Ensures that all Front Desk staff behavior and appearance are in compliance with established policy
  • Maintains knowledge of hotel, community and special events in order to accurately provide guests with needed information
  • Performs duties of Front Desk Agents and other Front Desk and Services Team Members as needed
  • Strong computer skills with proficiency in Microsoft Word, Officer, EXCEL, and LMS preferred
  • Ability to maintain a high level of energy
  • Demonstrate strong leadership and organizational skills
  • Ability to communicate written and verbal information effectively
  • Ability to provide excellent customer service skills
  • Must be able to work a flexible schedule including nights, weekends, holidays, and fluctuating days off
  • Two (2) years’ experience in hospitality industry in a supervisory capacity required
  • Knowledge of casino/hotel industry preferred
  • Ability to obtain and maintain a Colorado Support Gaming License
30

Front Office Supervisor Resume Examples & Samples

  • Lead and manage all aspects of the Front Desk and ensure all service standards are followed
  • Support and Supervise Front Desk activities and tasks completion
  • Coordinating with Room Blocker in handling Groups & Departure
  • Coordinating with Rooms Administrator in controlling inventory
  • Maximize rooms revenue through participating in Up Sell program
  • Follow department policies, procedures and brand standards
  • Other duties as assigned by Assistant Front Office Manager and/or Front Office Manager
  • University/College degree in a related discipline is an asset
31

Front Office Supervisor Resume Examples & Samples

  • To ensure the safe running of the hotel
  • Reviews the arrival report and VIP’s to ensure all special requirements are met or exceeded
  • Maximize our brand by promoting our up sell program
32

Front Office Supervisor Resume Examples & Samples

  • Responsible for front desk operations
  • Authorized to verity pre-approved room comping levels and authorized to change incorrect information
  • Performs duties of Guest Service Agents and other Front Desk and Services Team Members as needed
  • Must be able to work within a smoke filled environment
  • Must be able to lift/move up to 100 pounds and possess the mobility and dexterity required to meet the demands incumbent to this position
  • High school diploma or equivalent required. College degree preferred
  • 2 years’ experience in hospitality industry in a supervisory capacity required
33

Front Office Supervisor Resume Examples & Samples

  • Orients employees to the department and hotel and provides on-the-job training on job responsibilities
  • Prioritizes and assigns work
  • Provides feedback to the employee and department manager on the employee’s performance of job responsibilities
34

Front Office Supervisor Resume Examples & Samples

  • Create and execute innovative front office strategies that will drive the hotel to exceed guest satisfaction and revenues
  • Monitor security of public areas of the hotel
  • Establish par levels for supplies and equipment
35

Entry Level / Front Office Supervisor Resume Examples & Samples

  • Perform assigned administrative duties such as daily reports, credit card reversals, bank deposits, accounts receivables, travel agent research, lost and found, rooming lists, office supply inventory, safety committee, etc
  • Verify and collect guest payments and identification, ensuring all procedures are followed to protect sensitive guest information including identity and credit card information. Process all financial transactions with strict adherence to defined procedures
  • Provide guests with clear directions and recommendations for local points of interest including restaurants, shopping, local attractions, etc. Ensure guests are aware of available hotel services
  • Where applicable, operate the hotel courtesy shuttle/van ensuring safety of individuals and the company vehicle through careful adherence to company policies, procedures and all applicable laws. Utilize prompt and proper reporting procedures for any damage or incidents
  • Remain flexible and willing to work in other areas of the hotel as needed to ensure the hotel delivers a consistent Here For You experience for every guest
  • Excellent listening skills with the ability to accurately sense and respond to unspoken wants and needs of individuals
  • Strong independent judgment and decision-making skills are required to identify, select, and apply the most appropriate of available guidelines and procedures, interpret precedents, and adopt standard methods or practices to meet variations in facts and/or conditions
  • Must possess solid organizational skills with the ability to simultaneously prioritize multiple priorities and/or projects in a fast-paced environment
36

Relief Front Office Supervisor Resume Examples & Samples

  • Oversee the operation of the hotel overnight, ensuring that we provide our guests with outstanding, warm, and caring service
  • Fosters a caring work environment with happy, engaged colleagues, ensuring grooming and uniform standards are maintained within the Front Office
  • Follows all LQA standards for the Front Office including check in and check out standards
  • Encourages guest satisfaction as rated in JD Power
  • As Night Auditor, ensure proper paperwork is completed in a timely manner to the standard of the accounting department
  • Degree in hospitality or related field is an asset
  • Have excellent communication skills, both verbal and written
  • Demonstrate leadership ability
  • Be computer literate
  • Be able to demonstrate great interaction skills
37

Front Office Supervisor F / T Varied Resume Examples & Samples

  • Demonstrate the ability to effectively interact, coordinate and communicate through daily pre-shift meetings with all team members of high guest impact areas (i.e. reservations, guest services, housekeeping, etc.) to ensure a smooth arrival through departure experience for all guests
  • Ensure front desk agents properly complete required checklist items at the end of each shift
  • Maintain and successfully execute departmental and hotel policies (to include but not limited to relocation procedures, safe deposit box procedures, auditing accuracy of cards with proper signatures, key control procedures, accurate billing, cashiering, safety, lost/found policy, etc.)
  • Instills a calm, organized approach when interacting in stressful situations
  • Bachelor Degree in Business, Marketing and/or Hospitality Management (preferred)
  • Ability to effectively communicate and provide directions in a clear, concise and professional manner in both verbal and written form
38

Executive Assistant / Front Office Supervisor Resume Examples & Samples

  • Performs various secretarial duties for the department manager such as filing, answering phones and taking messages, arranging conference calls, scheduling meetings, handling information requests, making travel arrangements and other similar tasks
  • Performs clerical duties including typing, copying, and taking minutes at meetings
  • Orients visitors to the department and/or facility
  • Distributes daily mail and maintains filing system to include databases
  • Answers telephone and assists the general public with information about the department and/or facility
  • Prepares summaries and reports
  • Completes special projects and related duties as assigned by the department manager
  • Develops and maintains current office procedures
  • Trains, coordinates and/or supervises other office or clerical staff
39

Front Office Supervisor Resume Examples & Samples

  • Assist in selecting, training, supervising, scheduling, developing, disciplining, and counseling associates in the Front Desk of the Hotel
  • Assist in managing front office and establishment of policies and procedures
  • Knowledge of front office policies and procedures, reservations, accounts receivable
  • Understanding of front office accounting, forecasting, and reporting
  • Ability to defuse a potential problem situation confidently
40

Front Office Supervisor Resume Examples & Samples

  • Provide effective, fast service in a friendly manner
  • Check-in / out hotel guests
  • Ensure the highest level of guest satisfaction
  • Ensure room change slips are filled out accurately
  • Deal effectively with any guest comments and or / complaints
  • Assist with the sell strategy on sold out nights/ Manage and balance daily room inventory
  • Assist with daily VIP’s and group arrivals
  • Monitor, process and track daily “no shows&#8217
  • Conduct Royal Reviews to ensure standards are met
  • Send out package report and action any special amenities associated with packages
  • Ensure daily departures and arrivals are reviewed VIP’s and groups
  • Ensure site rooms are on OOO status and communicate by email to the #RYH D-list
  • Assist with emergency procedures
  • Other responsibilities connected with Front Desk may be required
  • Observe, predict and respond to Front Desk operation and Hotel activity
  • Daily checklist is completed according to department standards
  • Proven leadership, development and delegating skills
  • Highest Guests Service skills, talent and knowledge with the vision and ability to lead employees to excellence
  • Post-Secondary School Education with Diploma in Hotel Management an asset
  • Second or third language an asset
  • Ability to handle day-to-day operations of a Front Desk with excellent business
41

Front Office Supervisor Resume Examples & Samples

  • Performs Front Office, Reception and Information operations, applying the organizational structure defined by the Front Office Manager
  • Promotes the Marjan’s brand philosophy through his or her exemplary attitude, behavior, uniform, and excellent communication skills
  • Forms the link and interfaces between the hotel's different departments and various points of reception. Is mobile
  • Takes care of guests from their arrival through to their departure. Contributes to guest satisfaction at all times by providing high quality services throughout their stay
  • Promotes the hotel's offer. Helps meet the department's quantitative targets through his/her sales efforts
  • Ensure that all Front Office Standards ,Operating Policies and Procedures are adhered
  • Coordinate the Arrival, Stay and Departure experience to ensure a seamless experience
  • Liaise with all key departments to gather the correct information
  • Review arrivals for the next ten days on a daily basis
  • Coordinate with the Front Office and Housekeeping to ensure preferences are consistently met
42

Front Office Supervisor Resume Examples & Samples

  • Be an ambassador by living and promoting the FRHI’s Vision, Mission and Values
  • Responsible for the mentorship, motivation, training and development of the 16 + Royal Service Agents
  • Able to analyze guest feedback relating from a variety of sources such as Trust You, LQA, SCORE, CES and Social Media to identify trends and implement operational changes to satisfy the guest feedback
  • Act as a Guest Recovery specialist/mentor and ensure all issues are appropriately recorded through SCORE and effectively communicated to Department Heads for appropriate follow up
  • Responsible for coordinating effective and creative scheduling using call capture statistics via Symposium (CCM)
  • Empower colleagues to appease guest service challenges and ensure all issues are tracked and followed up to ensure excellent service recovery and to aid guest loyalty
  • Required to schedule, lead and facilitate regular monthly team communication meetings
  • Stay current on industry/competitive trends and make recommendations for improvements
  • Required to create and implement innovative policies and procedures and inspire the colleagues to drive these forward
  • Assist the Royal Service Manager with tasks such as recruitment, scheduling, payroll, performance reviews, performance management and month end commentary
  • Ensure a safe environment for our guests and colleagues by adhering and enforcing the hotel's Health and Safety policies
  • Promote understanding of the hotel's Emergency Procedures working closely with Security and Engineering on Fire Panel response times
  • Must have 1 year experience in a leadership capacity and be able to demonstrate effective results
  • Minimum 2 year previous front desk experience, preferably in a large volume property
  • Excellent knowledge of Micros-Opera PROPERTY Manager, Symposium (CCM), Royal Service Manager, Open Table and Microsoft Office applications are a definite asset
  • Highly organized, innovative and results-orientated with the ability to be flexible and work well under pressure in a fast paced, changing environment
  • Must be flexible with the ability to sustain a high level of productivity, professionalism and efficiency at all times
  • Excellent written and verbal skills with a high attention to detail required
  • Solutions-orientated, strong interpersonal skills and problem solving techniques
  • Able to promote a cohesive team environment with the team and other colleagues in the hotel
43

Front Office Supervisor Resume Examples & Samples

  • Maintain AAA Four Diamond guest service requirements and standards
  • Ensure AAA Four Diamond “observations” (inspection program) are consistently conducted on Team Members within reporting departments
  • Able to perform all job descriptions that report to this position
  • Proficient in utilizing the Unifocus scheduling system
  • Fills all reasonable guest requests and follows up to resolve guest complaints
  • Work closely with Housekeeping, Facilities and Player Development on a daily basis to manage room inventory
  • Ensure safe and proper use of all computer equipment
  • Associate’s degree preferable with emphasis in management, business, finance OR an equivalent combination of education and experience
  • Preferable one (1) to three (3) years supervisory experience in a guest service based environment (years of experience vary by position)
  • Equivalent combination of education and experience from the combined listed above
  • Training and problem solving skills
  • Knowledge and experience in management/supervision
44

Front Office Supervisor Resume Examples & Samples

  • Reading and writing abilities are utilized often
  • Basic math skills are used frequently
  • Problem solving, reasoning, motivating, initiative and training abilities are often used
  • Required to work nights, weekends, and/or holidays
  • Communication skills are utilized a significant amount of time when interacting with guests and employees
  • Must be able to speak, read and write English. Other languages a plus
45

Clinic Front Office Supervisor Resume Examples & Samples

  • Staff Supervision and Development
  • Supervises the daily operations of assigned support functions (including appointment scheduling, registration, check-in/check-out, collections, referrals, surgery scheduling, and other administrative duties) to ensure that all activities are conducted in a timely and cost-effective manner and in accordance with professional standards, budget constraints, internal policies/standards/procedures and/or applicable legal/regulatory requirements
  • Participates in work groups/committees charged with improving patient access processes, procedures and outcomes
  • Prepares reports and provides other data related to operational performance
  • Serves as liaison with various internal departments/staff/providers in coordinating and troubleshooting various business-related issues
  • Five (5) years of progressively responsible work experience within a healthcare or like environment that would demonstrate attainment of requisite job knowledge/abilities
  • Bachelor's Degree in office management or closely related field preferred
46

Front Office Supervisor Resume Examples & Samples

  • Meeting with the Front Office Manager & Assistant Front Office Manager to review daily activities
  • Review Logbook, Group Resumes, 10-Day Reports, and Daily Occupancy Levels in order to prioritize tasks
  • Ensure shift checklists are completed by the Front Desk & Bell staff, and then properly file them
  • Ensure that Radisson Hotel Front office standards are adhered to by training and supporting front office staff
  • Provide personal attention to the needs of the guests and the front office staff
  • Provide hotel guests with excellent service at check-in, check-out, and throughout their stay
  • Correct and prevent guest issues through appropriate use of the Yes I Can! and 100% Guest Satisfaction Guarantee procedures
47

Front Office Supervisor Resume Examples & Samples

  • 1 year hotel Front Desk experience
  • 1 year of Supervisory experience
  • VOICE Certified
  • Associate Degree or higher
48

Front Office Supervisor Resume Examples & Samples

  • Minimum 3 years experience in medical reception
  • 2 years supervisory experience
  • Typing 40-50 wpm and computer skills
  • Excellent customer service and communication skills and training; ability to effectively interact with public and co-workers
  • Working knowledge of medical insurance HMO/ PPO/ EPO/ Indemnity/ Worker’s Comp
  • Good written and verbal skills; ability to recognize issues, set priorities, and take direction to accomplish established objectives
  • Associate’s degree a plus
  • Working knowledge of computerized registration (preferably IDX), and billing and collection procedures
49

Front Office Supervisor Resume Examples & Samples

  • Knowledge of basic front desk procedures
  • High school diploma or equivalent experience/training
  • Ability to accomplish necessary tasks on a computer
  • Ability to effectively communicate in the English language
  • Basic understanding of group billing concepts as well as arrival/departure flow to include preparation/room blocking
  • Direct supervision of Front Desk clerks on his/her shift
  • Overall Front Desk operations in the absence of the Assistant or Front Desk Manager
  • Performing all duties Front Desk clerks are responsible for
  • Keeping the lines of communication open with both Front Desk Managers and the staff members who report to you
  • Adhere to the policies of the Resort as set forth in the Employee Handbook and report any observed violations to Human Resources
  • Maintain the highest level of employee/guest relations
  • Maintain a good working relationship with all Departments
  • Reordering supplies for Sundries shop as well as selling and posting these items
  • Instructing guest on local entertainment / dining as necessary
  • Maintenance of Front Desk equipment and supplies
  • Enthusiastically collecting guest feedback/comment cards
50

Front Office Supervisor Resume Examples & Samples

  • Guest Service: Accountable for guest satisfaction by ensuring service standards are met and guests’ needs and concerns are responded to in a timely manner with a focus on service recovery when applicable. Works side by side with staff to train and model appropriate guest service standards. Responsible for holding staff members accountable for anticipating needs and exceeding guest expectations. Achieves business revenue goals by implementing and delivering creative service programs designed to increase guest satisfaction
  • Financial Results and Cost Control: Supports management of expenses to maximize hotel profitability. Supports cost saving measures and efficient strategies in order to meet/exceed budget for expenses. Follows B. F. Saul Company Hospitality Group procurement guidelines and applies good business judgment. Manages and maintains company assets to stay within budget guidelines and prolong the life of company resources. Uses expertise to advise and implement changes to front desk operations as needed, while maximizing revenue and occupancy
  • People Management and Training: Assists in evaluating staff performance and takes appropriate corrective action as needed to hold team members accountable. Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing team members. Analyzes quality issues, identifies training needs and ensures implementation to improve results. Utilizes available resources and adheres to B. F. Saul Company Hospitality Group training policies. Promotes collaboration and positive, professional work environment
  • Self/Workload Management: Attends all daily, weekly and/or monthly department/hotel meetings to ensure proper communication/planning occurs. Supports all front desk initatives. Must have high attention to detail, good communication skills and leadership ability. Must have excellent organization skills, a high degree of creativity to facilitate efficient problem solving. Must be able to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines Adheres to all B. F. Saul Company Hospitality Group Standard Operating Procedures
  • Safety/Risk Management: Conduct routine inspections of front desk operations to maintain standards per B. F. Saul Company Hospitality Group, local, state and federal regulations. Ensures a clean and safe work environment, and follows all B. F. Saul Company Hospitality Group procedures for guest/team member incidents
51

Front Office Supervisor Resume Examples & Samples

  • Guest Service: Anticipates and responds to guests in a friendly and positive manner. Responsible for providing the highest level of service. Process check-ins and check-outs, verify billing, create reservations, and process special requests. Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services. Works as a team player in meeting guests needs, and actively contributes to the efforts of other departments when necessary. Understands and follows B. F. Saul Company Hospitality Group guest service recovery program
  • Financial Results and Cost Control: Follows proper selling techniques and ensures strategies are utilized to maximize room revenues. Monitors room availability, follows restrictions, and all booking policies and procedures. Drives sales and maximizes revenue by up-selling rooms and amenities. B. F. Saul Company Hospitality Group procedures when handling cash and processing financial transactions. Responsible for proper use of all equipment and adheres to cost controls to reduce expenses and waste
  • Self/Workload Management: Produces required volume of work by planning, organizing and prioritizing work duties. Adheres to B. F. Saul Company Hospitality Group general work rules and department procedures. Attends all required department and hotel meetings
  • Safety/Risk Management: Maintains a clean and safe work area in compliance with B. F. Saul Company Hospitality Group, brand, local, state and federal regulations. Follows all B. F. Saul Company Hospitality Group procedures for guest/team member incidents. Knowledgeable of hotel emergency procedures
52

Front Office Supervisor Resume Examples & Samples

  • Read and visually verify information in a variety of formats (e.g., small print)
  • Move at a speed required to respond to work situations (e.g., run, walk, jog)
  • Stand, sit, or walk for an extended period of time or for an entire work shift
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and objects weighing in excess of 75 pounds with assistance
  • Move over sloping, uneven, or slippery surfaces
  • Move up and down stairs and/or service ramps
  • Reach overhead and below the knees, including bending, twisting, pulling, and stooping
53

Front Office Supervisor Resume Examples & Samples

  • To be thoroughly acquainted with all check-in policies and procedures
  • To be experienced with various guest scenarios
  • To be familiar with all technical equipment related to the Front Desk
  • To be familiar with all hotel facilities and offerings
  • To understand the influence and importance of all departments on the Front Desk
  • Responsible for the training of new associates
  • Must be familiar with shift checklist and be able to run the desk in absence of the Assistant Manager
  • Understand and be able to perform rooms control duties
  • Familiar with all reservation special packages
  • Understand all radio codes and emergency procedures
  • Must be able to work a flexible schedule, including AM, PM, weekends and holidays
  • Must have at least 2 years experience in the hospitality industry
  • Previous supervisory experience and a college degree preferred, but not required
  • Must be able to stand for prolonged periods of time
  • Bilingual Strongly Preferred
  • The candidate must be able to stand for 8 hours, and have the ability to work flexible shifts and hours including weekends and holidays
54

Front Office Supervisor Resume Examples & Samples

  • Broad knowledge of Epitome, Synergy and Vingcard systems
  • Must have the ability to lead, motivate and develop others
  • Attain a high propensity for customer service
  • Ability to stand for prolonged periods of time
  • May require working overnight shift
  • Computer Skills (Synergy, Nucleus, Epitome, Vision, GoConcierge, Microsoft Office)
  • MUST HAVE PREVIOUS HOTEL FRONT OFFICE EXPERIENCE
  • Must be available to work all shifts including nights and weekends
55

Front Office Supervisor Resume Examples & Samples

  • Ability to work in varying weather conditions
  • Ability to lift a moderate amount of weight often (up to approximately 50 lbs.)
  • Knowledge of basic computer skills
  • Experience and thorough understanding of hotel Front Office operations
56

Front Office Supervisor Resume Examples & Samples

  • To assist Management in increasing the Hotel’s profitability
  • To supervise staff within the section
  • To assist guest and ensure their stays at the hotel are comfortable and an experience to remember
  • Having a positive attitude towards work, be self disciplined and self motivated, set a good working example for all subordinates
  • Responsible for the daily organization of section
  • Contribute to overall operational efficiency by performing relevant duties as assigned
  • Monitor guest service personnel constantly, ensuring that at all times maximum guest satisfaction is being achieved though guest recognition and prompt cordial attention
  • Provide guests with the most accurate and up to date information at all times
57

Front Office Supervisor Resume Examples & Samples

  • Supervise Receptionists, assisting them with issues that may arise and ensuring that all tasks are completed up to FHR standards
  • Ensure staff have their breaks, according to the number of hours worked
  • Ensure that there is adequate staff coverage in the Lobby and at the Reception at all times
  • Ensure that the entire Front Office and the surrounding areas and including Lobby, Concierge and Reception is continuously clean and tidy
  • Cover all shifts if required
  • Cover Rooms Coordinator shifts if required
  • Liaise with other Departments in regards to special Guest requirements (i.e. Guest Services, Florist, Housekeeping, In Room Dining)
  • Be present at the Reception desk whenever possible
  • Deal promptly and effectively with any complaints
  • Meet and greet VIP Guests
  • Co-ordinate arrivals and departures, monitoring waiting times, always keeping Guests informed and ensuring that they are as comfortable as possible
  • Conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problems
  • Liaise with Housekeeping as to which rooms do not need to be turned down if occupancy allows
  • Liaise with Concierge to ensure swift baggage dispatch and collection
  • Follow up on late cancellations and no shows and charge when appropriate
  • Inform the receptionist/cashiers of new memo’s during the handover
  • Check the next day’s arrivals correspondence, confirming car-, restaurant- and theatre-bookings. Ensure that all Guest needs are dealt with satisfactory
  • Coordinate with Rooms Coordinator on all room allocations, ensuring effective communication of these with Receptionists
  • Deal with room moves, and ensure seamless communication of these with the relevant departments
  • Check potential room revenue for any discrepancies and do necessary corrections
  • Balance the screen (room types) for next day
  • Maintain amicable and co-operative working relations with all other departments
  • To be responsible for identifying any training needs of Reception staff and communicating these to the Front Office Training Manager
  • Ensure enough supplies of all stationary items are in storage
  • Attend any courses Management may deem beneficial
  • The Front Office Supervisor may be required to carry out other duties, directed by the Assistant Front Office Manager
58

Front Office Supervisor Resume Examples & Samples

  • Acts as liaison between physicians, administration, and business departments
  • Implements and complies with Company Reimbursement Policies and Procedures to maximize efficiency
  • Reviews all attorney requests and records to ensure proper authorization has been obtained and all documentation is present
  • Oversees insurance verification process, in addition to patient financial counseling to ensure patients are apprised of financial obligations
  • Ensures that authorizations are obtained in a timely manner
  • Reviews posting of charges from encounter forms and hospital charges within 24 hours. Reviews daily encounter forms for completeness and accuracy, following up with appropriate person(s) to obtain complete information
  • Maintains knowledge of current health care and billing trends and practices
  • Supervises the daily activities of front office staff
59

Overnight Front Office Supervisor Resume Examples & Samples

  • Supervise the Front Office staff. Ensure new associates are equipped with the necessary knowledge and skills to achieve job expectations. Clearly communicate to associates the standards of performance and their role in contributing to individual and team success
  • Supervise and process guest check-ins and room assignments following the hotel’s rate structures, discounts and sell/upsell strategies. Accommodate special requests when possible
  • Supervise and process check-in/check-out and collect payments in compliance with cash handling, credit card processing and accounting policies and procedures
  • Answer inquiries about hotel services, in-house events, directions, local attractions, etc. Assist guests with check cashing, safety boxes, additional guest room keys, transportation, etc
  • If necessary, walk guests in a professional and courteous manner and in compliance with policies, procedures and brand stands
  • Supervise and process pre-register, block reservations and, as appropriate, same day and future reservations. Cancel room reservations according to policies and procedures
  • On time and at work when scheduled and in proper uniform
  • Attend department meetings as scheduled
  • Consistent professional and positive attitude and actions when communicating with guests and associates
  • Comply with policies and procedures. Practice safe work habits and comply with sanitary, safety, security and emergency procedures. Write shift reports including reports on any incidents of theft, accidents or injuries when assigned. Check with manager / supervisor before leaving work area for any reason
  • Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested
  • Other duties and tasks as requested by management
  • Will act as Manager on Duty for some shifts
  • Bachelors Degree; hospitality major preferred
  • Previous Front Office/ Front Desk experience
  • Must have experience performing night audit/audit tasks
  • Must be able to stand for up to 8 hours per shift
  • Excellent communication skills necessary, both with guests and overnight staff
  • Must be able to work all overnight shifts
60

Franchised Front Office Supervisor Resume Examples & Samples

  • Completes established check-in procedures for arriving guests and facilitates guest departure in order to close the guest account and make the room available for the next guest
  • Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records
  • Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue
  • Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone
  • Operates the PBX equipment, including, assisting outgoing calls, scheduling and setting wake-up calls and paging guests
  • Maintains a friendly, cheerful and courteous demeanor at all times
  • Performs other duties as assigned, requested or deemed necessary by management
  • Processes all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests in order to ensure the information is received by the guests in the most timely and accurate method possible
  • Contributes and maintains established information and communication sources such as department and front desk log books in order to enhance department communications and operations
  • Is well groomed and in uniform with name tag at all times
  • Maintains and controls the keys at the front desk, including weekly key count
  • Takes responsibility in the absence of the FOM
  • No travel required
  • Requires understanding of all hotel front office procedures
  • Requires high school graduate level mathematical aptitude and knowledge of standard cash handling procedures and computerized cash register systems
  • Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills
  • Requires knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines
  • Requires supervision/management skills
  • Ability to communicate information and hotel services to management and guests. Second language may be required
  • Excellent vision necessary for reading written communication, analyzing reports and seeing monochrome computer screen
  • Excellent speech communication skills required for continual interaction with guests. Frequent use of phone
  • Excellent literacy necessary to analyze report data, prepare reports and initiate correspondence
  • Must have hand and finger dexterity to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing
  • Continuous standing 90% of time - communicating with guests
  • No driving required
61

Front Office Supervisor Resume Examples & Samples

  • The ability to display, at all times, a friendly, courteous and professional manner in all dealings with guests, patrons and other employees
  • The ability to welcome and register hotel guests with an emphasis on fulfilling requests, following special handling instructions and adhering to established credit policies and procedures
  • The ability to quote and be familiar with room and rate availability for current and future dates
  • The ability to select and block rooms for arriving guests; pre-register individuals or groups as required; assist in escorting VIPs and return guests to their rooms as requested
  • The ability to work closely with the Concierge and Guest Services staff to coordinate the efficient handling of guest luggage and follow up on guest requests
  • The ability to utilize the computer system in running daily reports and in blocking special requests
  • The ability to handle safety deposit box requests; including distributing, giving access to and closing procedures
  • Knowledge of Opera System, Word, Excel, Windows 2007
  • Minimum of one-year previous Front Office supervisory experience
  • Must be able to work well under pressure in a fast paced and constantly changing environment
  • Must be strong team player with proven leadership, development and delegating skills
  • Highest guest service skills, talent and knowledge with the vision and ability to lead employees to excellence
  • Previous International experience essential
62

Assistant Front Office Supervisor Resume Examples & Samples

  • Maintain adequate scheduling to ensure necessary coverage in order to maintain minimal guest wait times, timely responses and follow-up to all guest requests or concerns
  • Leading multi-discipline teams members
  • Strong guest service, interpersonal and supervisory skills are required
  • Exhibits patience, flexibility, and the ability to work effectively in a fast paced environment
63

Front Office Supervisor Resume Examples & Samples

  • Ensuring the highest levels of guest services are met and exceeded through policies and procedures i.e. rooming the guest, anticipation of guest needs, up selling, and the application of all Corporate Standards
  • Consistent development, monitoring and follow up of Guest Service Procedures
  • Active participation in the implementation and follow up on action plans related to EOS feedback including Work Satisfaction, Recognition and Direct Supervision
  • Taking charge of Groups and Conventions from a Front Office perspective from Pre-Convention to Post-Convention stage
  • Assisting in the administration and management of the Front Office, Telephones and Guest Services
  • Liaising with housekeeping, maintenance, and Food and Beverage departments on a regular basis to ensure clear and concise communications
  • Ensuring that the Health and Safety of our internal and external guests is top of mind in adherence to the Fairmont Zimbali Resort’s policies and programs and OSHA regulations
  • Liaison with VIP parties, Distinguished Visitors and Special Attention guests and functions
  • Ensuring procedures are followed when dealing with all safety and security issues are concerned
  • Participation of First Aid coverage and handling of all emergency related situations
  • Work with a variety of different shifts including night shift coverage
  • Ability to perform over and above the above required responsibilities in line with providing excellent leadership skills
  • Excellent communication (written/verbal) in the English language. Additional language and advantage
  • Interpersonal skills and the ability to develop talent
  • Ability to motivate, guide and coach a diverse colleague group
  • Strong organizational, administrative and time management skill with the ability to be flexible with hours, days off, assignment and additional duties
  • An operational knowledge and proficiency in Front Office Systems-Micros-Opera and Microsoft Office suite (Word, Excel, PowerPoint)
  • Excels in a fast paced and challenging team-oriented environment
  • Solid knowledge of Front Office Procedures
64

Front Office Supervisor Resume Examples & Samples

  • Perform manager on duty activities
  • Available to rotate schedules to cover AM, PM and night
  • Be prepared to perform all front desk functions, including AYS, Business Centre and Guest Relations
  • Lead by example: Provide a gracious and aggressive hospitality towards all customers
  • Become familiar and adhere to all policies, procedures and standards
  • Process all payment types such as room charges, cash, checks, debit, or credit. Set up accurate accounts for each guest upon check-in (i.e., sharewiths, separate room/tax/incidentals, comp)
  • Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem
  • Coordinate with Housekeeping to track readiness of rooms for check-in
  • Review shift logs/daily memo books and document pertinent information in logbooks
  • Count bank at the beginning and end of shift
  • Balance and drop receipts according to Accounting specifications
  • Assist management in training, motivating, and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process
  • Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications
65

Front Office Supervisor Resume Examples & Samples

  • Excellent customer service and communication skills and training; ability to effectively interact with patients and team
  • Experience in Urgent Care, Primary Care, and Specialties
  • Open to working schedule within the hours of Monday - Friday from 8:00am to 7:00pm and weekends (Saturday & Sunday) from 9:00am to 5:00pm
66

Front Office Supervisor Resume Examples & Samples

  • 2 years previous business office experience in an outpatient healthcare clinic
  • Experience successfully managing insurance eligibility verification and patient co-payment processes
  • Knowledge of business and data applications (including Excel and Access) and business analysis methods
  • Experience with business planning, financial analysis, and medical/physician billing & coding
67

Front Office Supervisor Hours Resume Examples & Samples

  • Operational experience in a front desk role within a 4 / 5 star property
  • Previous coordination experience
  • Good administration skills
  • Ability to prioritise work load
  • Ability to demonstrate sucess
  • Good personal presentation
  • Receive guests on arrival following 1st Ten, ensure all guest information is entered into the Front Office System
  • Post all transactions on a regular basis, to ensure that all bills are kept up to date and ledger Paymaster Bills during the shift
  • Prepare cash for banking on a daily basis, complete shift paying and balancing of shift, assisting colleagues as necessary
  • Undertake any other duties as assigned by the Front Office Manager/Head Receptionist
  • Maximise profits through in-house selling. Assist in achieving 100% occupancy
  • Scout and enrol guests into the Marriott Rewards programme and ensure achievement of monthly targets
  • Assist the senior front office supervisor in compiling rotas and reports in the absence of the Front Office Manager
  • Attend monthly meeting with the Front Office Manager/team building/group training
  • Observe and follow procedures for Health & Safety, Fire, Accidents, Crime and Evacuation
  • Liaise with Housekeeping, Concierge and AYS on a regular basis to ensure maximum communication takes place
68

Front Office Supervisor Resume Examples & Samples

  • Two years of college preferred
  • Two years experience in Front Office, PBX, Bell/Guest Services or Reservations preferred
  • One year supervisory experience preferred
  • Advanced computer skills required Advanced knowledge of Front Office computer systems preferred
  • Available to work a variable schedule. Valid Texas Driver’s license
  • Ensure that exceptional guest service is delivered by all Front Office associates
  • Monitor and assist in the completion of all morning and evening Front Office tasks
  • Resolve guest opportunities expediently and in a professional manner
  • Monitor fluctuations in occupancy, guest arrival/departure flow and daily transportation requests
  • Direct the efforts of all Front Office employees, delegating work in a fair and equitable manner
  • Assist in the training, development and motivation of all Front Office employees
  • Perform additional duties as requested by the Front Office Manager or Evening Manager, including acting as Front Office representative at necessary meetings
  • Manage and coordinate the delivery/tracking of all guest messages or packages
  • Actively participate in the cleanliness of the lobby, porte cochere and hallways
  • Monitor radio communications between Security, Engineering, and MOD in emergency and non-emergency situations, assisting as necessary
  • Frequently use or troubleshoot at an advanced level the following software
  • HotSOS Service Optimization Software
  • Opera Property Management Software
  • Cisco PBX Software
  • SAMS Lost and Found Software
  • Stratton Warren Purchasing/Procurement System
  • E-Rooms File Management Software
  • Microsoft Office Software Suite
  • SALTO Hotel Access Management Software
  • MICROS Point Of Sale Software
  • Ability to effectively communicate with guests, Benchmark leadership and employees in a professional manner, as appropriate
  • Ability to utilize professional discretion and maintain confidentiality
  • Display sound judgment in escalating challenges and unusual situations to Leadership
  • Monitor and provide assistance if needed to the Communication Center Agents in creating and/or preparing badging needs
  • Monitor Communication Center call volume and provide additional coverage when required
  • Serves as the Front of House Manager on Duty in the absence of a Manager. Assists other departments as required
  • Performing regular equipment audits and submitting HotSOS tickets for maintenance as needed
  • Perform other job functions as necessary to ensure the property and company goals and guest expectations are exceeded
69

Overnight Front Office Supervisor Resume Examples & Samples

  • 2 years as a Receptionist
  • Hotel computer systems knowledge
  • College degree
  • Fluent English (written, spoken and reading
  • Strong commitment to service
  • Strong Supervisory skills
  • Display, at all times, a friendly, courteous and professional manner in all dealings with guests, patrons and other employees
  • Welcome and register hotel guests with an emphasis on fulfilling requests, following special handling instructions and adhering to established credit policies and procedures
  • Handle a multitude of keys
  • Quote and be familiar with room and rate availability for current and future dates
  • Accept reservations, changes and cancellations in the absence of reservations staff
  • Select and block rooms for arriving guests
  • Pre-register individuals or groups as required
  • Assist in escorting VIPs and return guests to their rooms as requested
  • Work closely with the Concierge staff to coordinate the efficient handling of guest luggage and follow up on guest requests
  • Handle guest problems or complaints
  • Utilize the computer system in running daily reports and in blocking special requests
  • Keep all support departments informed of necessary information or requests
  • Handle safety deposit box requests; including distributing, giving access to and closing procedures
  • Complete key packets and vouchers, and to modify registration cards
  • Check guests out of the hotel in accordance with procedures
  • Make change, cash checks, exchange foreign currency, and post charges to guest accounts
  • Maintain a balanced bank assigned to you from the hotel
  • Reconcile all transactions at the close of the shift and to cash out
  • Recite hours of operation of all hotel facilities and special service codes
  • Help other departments at crunch periods (telephone, reservations, concierge and housekeeping)
  • Handle hotel emergency procedures and situations with maturity and professionalism
  • Train new employees in all aspects of the Front Desk
  • Communicate closely with the assistant managers and Front Office manager to ensure follow-up on any challenges, concerns, or staff performance
  • Ensure adherence to all credit procedures in the Front Desk
  • Handle and follow up on all RNA situations
  • Perform tasks and projects as delegated by the Assistant Manager, Front Office Manager or Rooms Division Manager
70

Senior Front Office Supervisor Resume Examples & Samples

  • Varies by size and complexity of property
  • Extensive knowledge of front desk operational procedures
  • Working knowledge of Switchboard operations and Concierge/Guest Services operational procedures
  • Working knowledge of reservations procedures and related systems
  • Financial management skills e.g., ability to understand P&L statements, manage operating budgets, forecasting and scheduling
  • Knowledge of overall hotel operations as they affect department
  • Ability to effectively manage labor productivity
  • Ability to use standard software applications and hotel systems
  • Knowledge of purchasing, inventory controls, supplies and equipment
71

Front Office Supervisor Resume Examples & Samples

  • Daily completion of Supervisor's checklist as determined by management
  • Daily review of memo book and e-mails
  • Supervising of Front Desk staff
  • Assist in scheduling of Front Desk staff
  • Relieve Front Desk staff for breaks and lunches
  • Monitor all inventory for Front Desk supplies
  • Log and pass on all important information and complaints etc
  • Make sure all Front Desk employees are knowledgeable of policies and procedures, and that they read memos and e-mail daily
  • Check off work and make sure all employees balance at the end of their shift
  • Assist Rooms Controller in daily room assignments as needed
  • Prior Supervisory or Management experience strongly preferred
  • One to two years Front Desk experience required or demonstrated proficiency with that job function, preferably in an upscale, high-volume position
  • Cash-handling experience required
  • Must have flexiblity to work holidays and weekends
  • Experience with Opera is preferred
  • Ability to work overnight as requested by management
72

Front Office Supervisor Resume Examples & Samples

  • Oversee the daily operation of the Front Office, including Front Desk Agents, Rooms Control, PBX Operators, Bellstaff and Gate Attendants.The Front Office Supervisor will be required to assist guests with check-in and out as well as giving support and assisting the Front Desk staff with any questions or guest situations
  • Greet and welcome owners/guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Accept payment for guest accounts at check in and check out. Promote the Hilton Grand Vacation services and provide recognition and benefits to all present members
  • Responsible for training and direction of new department Team Members. Ensure all Front Office quality standards are complied with and that all policies and procedures are consistently applied. Provide ongoing training and support to Front Desk Agents, Bellstaff, Gate Attendants, PBX Operators and Rooms Controllers
  • Maintain a house bank and make a deposit and accurate report of receipts daily
  • Supervise the front desk agents, ensuring the correct sequences of events for proper registration and check out of guests
  • Assign specific tasks to subordinates relative to credit, missing addresses, registration cards, posting charges, and overall cleanliness and organization of the front desk. Post miscellaneous charges as requested
  • Maintain a daily log of all guests’ opportunities with corrective action steps. Follow up on any unresolved situations in a timely manner and pass on appropriate information to other Manager/Supervisors for handling
  • Follow-up on credit opportunities during each shift
  • Regular attendance in conformance with the standards, which may be established and revised by HGVC from time to time, is essential to the successful performance of this position
  • Ability to read, analyze and interpret complex documents. Ability to create and interpret business communications and reports. Minimally intermediate computer skills. At minimum basic mathematical skills
  • Highly skilled in solving practical problems, using good judgment to deal with a variety of variables in guest and business situations. Excellent interpersonal and service skills. Ability to resolve conflict, think on their feet, influence and mentor others
  • High school/GED
  • Prior related experience
  • Associate's Degree/College
  • Voice Certified
  • 3+ Years of related experience
  • Prior management/supervisory experience
73

Front Office Supervisor Resume Examples & Samples

  • Maintenance of guest information
  • Maintenance of information about local events
  • Assisting with serious complaints
  • Matters pertaining to Front Desk operations
  • Within the authority as assigned for Hotel Band 7 role
74

Front Office Supervisor Resume Examples & Samples

  • Ensure your shift team have updated knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events
  • Keep your team informed of all events or VIP Guests in the hotel that day
  • Maximize revenues as a key driver through up-selling and marketing programs
  • Manage Guest requests, emails, telephonic enquiries, complaints promptly and completely
75

Front Office Supervisor Resume Examples & Samples

  • Manage and direct all staff activities including, coordinating schedules and breaks, providing training and guidance
  • Assist Site Manager in the completion of front office staff performance evaluations (90 day and annual)
  • Promotes the practice within the team and motivates the staff
  • Ensures accurate and thorough documentation and completion of all necessary paperwork is entered into the system
  • Keeps patients, RN’s and/or manager informed with regard to patient flow. Addresses workflow issues in a timely, professional manner
  • Follows all compliance plan standards
  • Follows all team policies and related procedures
  • Responsive to patient questions; knows where and how to obtain information/answers. Provides thorough and accurate information to all customers
  • Follows protocols while answering incoming calls; provides thorough and accurate information to all callers
  • Maintains composure and behaves professionally in difficult patient situations and knows when to involve manager
  • Reports needs for supplies medical and non-medical; responsible for ordering supplies
  • Prepare and submit all reports required by site management
  • Review schedules ensuring every effort is made to utilize all open time slots
  • Will travel to our nearby centers to receive training and/or help with coverage
  • Participate in various projects and/or meetings, and complete other tasks as assigned by management
76

Front Office Supervisor Resume Examples & Samples

  • Supervise receptionists, assisting them with issues that may arise and ensuring that all tasks are completed up to FHR standards
  • Meet and greet VIP guests
  • Co-ordinate arrivals and departures, monitoring waiting times, always keeping guests informed and ensuring that they are as comfortable as possible
  • Must possess outstanding guest services skills, professional presentation and sophisticated communication skills
  • Proficient in the English and Mandarin (verbal & written)
  • Must be physically fit
77

Front Office Supervisor Resume Examples & Samples

  • Lead and Supervise the Front Desk team while ensuring all service standards are followed
  • Handle guest issues and react quickly, logging and notifying proper departments
  • Assist in managing the Royal Service team with high call volume, wake up calls, etc
  • Balance guest and colleague needs
  • Follow department policies, procedures, and service standards
  • Work towards departmental goals in LQA, CES, JDP, etc
  • Assist Reception Agents with completion of the daily tasklist
  • Check in / Check out guests as needed while following all service standards
78

Front Office Supervisor Resume Examples & Samples

  • Complete daily tasks in the Front Office operations while delivering outstanding guest service and financial profitability. Ensure Front office log book and hotel log book are always updated and tasks are addressed in timely manner
  • Recruit, screen, hire, train, and directly supervise all assigned subordinate staff. Plan, schedule, coordinate, and oversee activities of front office staff on a daily basis. Ensure the Front Office team follows all GOLD standards of customer service and standard operating procedures, including USC’s credit limit policies. Identify training needs, resolve issues/problems, coach the front office team to ensure a quality operation. Evaluate employee performance and provide guidance and feedback. Counsel, discipline, and/or terminate employees as required
  • Respond to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns. Use suggestive selling techniques to sell room nights, increase occupancy and revenue. Allocate rooms to expected arrivals after checking the guests’ preferences and special requests. Ensure safety by following guest check in and security procedures and reporting suspicious activity to security or manager on duty
  • Resolve customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
  • Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy. Cross check all billing instructions and ensure they are entered and updated correctly
  • Operate the PBX equipment, including, assisting with incoming and outgoing calls, setting wake-up calls, etc
  • Build strong relationships and liaise with all other departments (e.g., housekeeping, reservations, restaurants, etc.)
  • Perks: discounts to USC sporting events, USC Bookstores, wireless plans, travel, accommodations, and local entertainment
79

Front Office Supervisor Resume Examples & Samples

  • Reporting directly to the Assistant Front Office Manager the GSA Front Office Supervisor is directly responsible for the day to day operations of the Front Desk whilst on duty
  • The Front Office Supervisor is responsible and accountable for all operations in relation to the Front Desk whilst on duty
  • To be concerned with staff discipline and staff performance to develop skills
  • To ensure that all guests are provided with concise information concerning the services and facilities provided by the hotel
80

Overnight Front Office Supervisor Resume Examples & Samples

  • Leading the overnight Guest Services team in ensuring a delightful, seamless arrival and departure experience
  • Communicating all guest compliments, comments, observations and complaints to relevant departments and ensuring prompt and proper follow up
  • Leading and training all Front of House colleagues in achieving continuous, seamless service
81

Front Office Supervisor Resume Examples & Samples

  • Performs all duties related to checking in and checking out of guests
  • Conduct pre-shift meetings with all Front Office staff daily
  • Supervises the front desk agents to ensure that their performance is up to Sonesta Service Standards
  • Delegates tasks to clerks as needed
  • Checks front desk work for consistency and accuracy and handles any problems that may arise
  • Oversees the completion of all Front Office checklists
  • Verifies all house accounts and investigates all room discrepancies
  • Communicate all pertinent information to manager/supervisor for following shift
  • Other duties and responsibilities may be assigned. The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description
  • Direct Deposit
82

Franchised Front Office Supervisor Resume Examples & Samples

  • Responsible for the efficient and professional running of the front office, including relationships with other departments
  • Ensure smooth check in and check out of all guests, through properly handling guest accounts
  • Be prepared to perform all front office functions, including front desk, AYS, Concierge, and Bell desk
  • Lead by example: Provide a gracious and aggressive hospitality towards all customers. Be highly familiar and adhere to all policies, procedures and standards
  • Assist all associates with questions and challenges, which might occur
  • During peak hours, be at the front desk to endure efficient and smooth service is proved to all customers
  • Create a productive and positive atmosphere at the desk; have a good relationship with all associates and other departments
  • Act empowered and empowered all associates to provide an outstanding service by taking care of our guests
  • Be a problem seeker and solver
  • Ensure that that work area is always clean, neat and organized
  • Ensure that all supplies are well maintained
  • Bank out cashiers at the end of each shift according to proper cash handling procedures
  • Be prepared to work night audit shift if needed
  • Be aware of house count number and the rates to be quoted for the day
  • Review discrepant rooms regularly
  • Review VM room regularly
  • Ensure that all Elite, VIP and repeat guests are identified, recognized, pre-blocked and special attention is brought to their reservations
  • Determine weekly schedule, adjust according to business demands
  • Review credit report and take appropriate action to resolve all problems
  • Complete work or special projects as assigned and make sure to meet due dates
  • Work together with staff on the same level, train and retrain on aggressive hospitality skills, technical skills and communication skills
  • Help hire, train, and develop staff
83

Franchised Front Office Supervisor Resume Examples & Samples

  • To ensure that guests are greeted, checked in and allocated rooms promptly and courteously
  • To ensure that check-in procedures are strictly adhered to and that the correct address and charge out details are obtained from each guest
  • To be readily available at all times to deal with problems or complaints
  • To ensure maximum room occupancy within agreed overbooking policy
  • To ensure that all charges are correctly entered on the guest's bill and that this is up to date at all times
  • To ensure effective and speedy check-out procedures
  • To ensure that luggage is delivered to and collected from rooms speedily
  • To ensure that inquiries, messages, the bookings are dealt with courteously and efficiently
  • To ensure that all Front of House staff are correctly dressed at all times
  • To ensure that all Front of House areas are clean and orderly at all times
  • To ensure that newspapers and parcels are delivered to rooms without delay
  • To ensure maximum security of all items left in safety deposit boxes
  • To hold regular performance appraisals with all staff, identifying areas for development and training needs and ensuring that this training is affected
  • To carry out or ensure that regular On-the-Job training is taking place to agreed standards
  • To attend Management Meetings as required
  • To ensure that staff under your control are trained in Civil Defense measures
  • Takes responsibility of supervising the F&B outlets in the absence of the F&B Supervisor
  • Analyze and interpret established policies
  • Understand government regulations covering business operation
  • See differences in widths and lengths of lines such as those on graphs
  • Deal with the general public, customers, associates, union and government officials with tact and courtesy
  • Change activity frequently and cope with interruptions
  • Accept full responsibility for managing an activity
  • Complete all assigned tasks, reports, projects etc. in a professional manner and on an on-time basis
  • Must have developed language skills to the point to be able to
  • Read newspapers, periodicals, journals, and manuals
  • Write business letters, summaries and reports using prescribed format and conforming to all rules of punctuation, grammar, diction and style
  • Participate in discussions and debates
  • Speak extemporaneously on a variety of subjects
84

Front Office Supervisor Resume Examples & Samples

  • A true desire to exceed our guests expectations to create everlasting experiences
  • Ability to stand for entire shift and walk long distances
  • Ability to lift, push, pull and carry moderate amount of weight
  • Minimum of one year previous Front Office experience
  • Must be proficient in general computer knowledge, including a working knowledge of Opera & Reserve
  • Candidates should be extremely detail oriented and organized
  • Candidates should possess proven leadership skills
  • The responsibilities include assisting in overseeing any area in the Rooms Division
  • Duties may also include training, staff development and scheduling
  • Flexible Schedule including weekends, Holidays and Overnight Shifts
85

Front Office Supervisor Resume Examples & Samples

  • To assist in the training and development of associates in order to increase their productivity, through department meetings and other levels of awareness
  • To offer feedback to the Front Office Manager that would assist in conducting performance evaluations of associates in order to enhance their performance and to develop improvement plans for those associates who don’t meet standards
  • To schedule front desk associates taking into account forecasting and labor budget
  • To assign work tasks to the Front Desk Team and follow up on their fulfillment in order to meet unit goals
  • To assist in processing all payroll and administrative paperwork in a timely manner
  • To supervise proper cleanliness standards are maintained in the front of the house areas. (i.e. front desk, back office, storage closets, dry cleaning closet and public restrooms)
  • To assist in promoting and developing a successful cross-training program within the Front Office Staff to ensure labor savings and increased productivity
  • Reply to positive Market Metrix responses
  • Insure brand standards for service, communication, grooming and training are met for RockResorts
  • Communicate throughout the department to foster teamwork
  • To assist FOM in developing and implement training to address specific areas of improvement within areas of responsibity to ensure results meet or exceed targets
  • Act as the supervisor on duty in order to effectively resolve guest issues and complaints in the absence of the Front Office Manager
  • To maintain accurate and adequate inventories of front office supplies
86

Front Office Supervisor Resume Examples & Samples

  • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration is preferred
  • 2-3 years supervisory experience in front office operations or related professional area
  • Previous Hotel Opening experience is an asset
  • Previous experience from another world class or luxury hotel is preferred