Position:          Front of the House Supervisor

Department:   Front Office

Purpose:          To oversee all areas of operation relating to the guest experience for Front Desk, PBX and Bell/Door including delivery of Concierge services. Work with the Valet Parking vendor’s management and staff to ensure quality Valet Parking and bell operations. To oversee all systems and controls aspects of the Front Office. To oversee the development of all Front Office Heartists.

 

Reports to:      Director of Rooms, Front of the House Manager, and Front of the House Assistant Manager

 

Essential Functions:   

 

•    Maintain standards of guest services and a consistent guest experience as documented by GSS reports, Trip Advisor and AAA ratings.

 

•   To ensure the accuracy of the Front Desk, Reservations, PBX records with direct and open lines of communications to other departments within the hotel.

 

•   Through proper Front Office rooms merchandising procedures, to ensure management of the rate structure, via Front Office salesmanship, and meet or exceed average rate goals of the hotel as well as total rooms revenue.

 

•   To ensure all Front Office systems and controls procedures comply with corporate policy and procedures, as evidenced by "Goal" Audits, and minimum levels of bad checks and bad debts.

 

•   To ensure all Front Desk payroll costs and other expenses are properly monitored and controlled in accordance with budgets and monthly updates.

 

•   To maintain open and clear communication with all internal departments.

 

•   In conjunction with night audit staff, ensure timely and accurate reporting of daily operating results and statistical information as related to revenue and expenses.

 

• Supervises all front desk and PBX Heartists and front of the house areas.

 

• Supervises the lobby shop and performs inventories.

 

• Attends morning line-ups prepared with relevant information for the day.

 

• Responsible to review all VIP arrivals and All members.

 

• Ensure guests are been advise of loyalty program.

 

 

Tools and Equipment:

 

• Computer and printer, telephone, pen/pencil, photo-copying machine, facsimile machine  

 

Working Environment:

 

• Interior and on occasion exterior of hotel with exposure to weather conditions.

 

Proper PPE Usage

1. All heartists are required to wear masks and disposable gloves. Gloves should be changed between cleaning tasks. Hands should be washed as soon as possible after gloves are removed.
2. Follow standards on how to remove disposal gloves
3. Follow standards on how to properly wear a mask safely

 

Products, Cleaning Agents, and Equipment

1. Cleaning products provided by the EPA with proper labeling on the bottles.
2. Do not mix products and using them for the right purpose.
3. Cleaning protocols before and after shifts is mandatory for all positions, including and not limited to all tools and equipment used by heartists.

 

 

Job Summary:

 

Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements.  Provide information and assistance to all guests and visitors.

 

Essential Elements:

 

1. High school graduate or equivalent vocational training certificate.
2. Compute basic arithmetic.
3. Fluency in English both verbally and non-verbally.
4. Provide legible communication and directions.
5. Ability to:

• Perform job functions with attention to detail, speed and accuracy.
• Prioritize and organize.
• Be a clear thinker, remaining calm and resolving problems using good judgement.
• Follow directions thoroughly.
• Understand guest’s service needs.
• Work cohesively with co-workers as part of a team.
• Work with minimal supervision.
• Maintain confidentiality of guest information and pertinent hotel data.

6. Ability to input and access information in the property management system/computers/point of sales system.
7. Excellent phone & verbal communication skills.
8. Flexible schedule.

 

Desirable:

1. Some college or training in Hospitality Industry.
2. Previous experience as Front Desk Agent and supervisory experience preferred.
3. Previous cashiering experience.
4. Fluency in a foreign language.
5. Ability to suggestively sell.
6. Certification in CPR.
7. Previous guest relations training.

 

PHYSICAL ABILITIES

 

1. Exert physical effort in transporting 25 pounds to guests or other hotel areas.
2. Endure various physical movements throughout the work areas.
3. Remain in stationary position for   several minutes/hours throughout work shift.
4. Satisfactorily communicate with guests, management and co-workers to their understanding.

 

• Ensures that all room discrepancies are cleared.
• Oversees blocking of special room requests for next day’s arrivals.
• Coordinates and oversees the daily bucket check.
• Maintains a neat and orderly control desk and area.
• Consistently presents a polished and professional role model image to guests, coworkers, and other departments.
• Complete job duties as listed on their shift checklist in a timely manner and alerts manager or supervisor if assistance is needed.
• Perform any other duties as assigned by the front desk and Novotel Miami Brickell management.
• Coordinates out of order rooms with housekeeping.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of:

1. All hotel features/services, hours of operation.
2. All room types, numbers, layout, decor, appointments and location.
3. All room rates, special packages and promotions.
4. Daily house count and expected arrivals/departures.
5. Room availability status for any given day.
6. Scheduled daily group activities.

• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
• Meet with Supervisor to review daily assignments and priorities.
• Meet with departing Front Desk Agent to review business status and follow up items.
• Access all functions of computer system.
• Set up work station with necessary supplies.
• Answer department telephone within _3__ rings, using correct greeting and telephone etiquette.
• Promote positive guest relations to all individuals approaching the Front Desk.
• Process all guest check-ins.
• Confirm reservation in system and review all noted information.
• For guests without a reservation, sell a room type agreed upon.
• Register guest in the computer and generate a registration card.
• Verify registration card information with the guest.
• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
• Assign guest room.
• Advice guest of any messages, mail, faxes, etc. received for them.
• Inform guest of room safe and mini-bar key and room key procedures.
• Issue parking passes/validate valet parking tickets.
• Communicate services and amenities of the hotel to guests.
• Obtain proper identification for tax exempt guests and attach form to registration card.
• Direct Bell Person to escort guest and transport their luggage to the room.
• Maintain guest history files on all guests.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Set up accurate accounts for each guest checking in according to their requirements (i.e., share with, separate room/tax/incidentals, comp).
• File registration cards and vouchers in bucket by room number.
• Handle overbooked or “walked” guests.
• Accommodate room changes.
• Document all guest requests, complaints or problems.
• Take record and relay messages accurately, completely and legibly.
• Offer detailed information on the voice mail system to callers and guests wishing to leave message.
• Accept and record wake-up call requests; deliver to PBX.
• Issue safe deposit boxes to guests and ensure security of keys.
• Distribute all guest and department mail.
• Monitor, send and distribute guest faxes.
• Document and confirm reservations and cancellations.
• Block rooms in computer and follow through on designated requirements.
• Pre-register designated guests and prepare key packets.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Generate, print and distribute daily and weekly reports.
• Resolve discrepancies on the room status report with Housekeeping.
• Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
• Process all check-outs.
• Resolve any late charges.
• Present folio to guest and resolve any disputed charges.
• Settle guest accounts.
• Retrieve guest room key from guest.
• Solicit guest comments on their stay.
• Process express check-outs.
• Handle requests for late check-outs.
• Conduct group check-ins/outs.
• Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
• File guest room keys and ensure the safe keeping of keys at the Front Desk.
• Adhere to all cashiering procedures:
• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
• Make change for guests.
• Cash guests' personal checks/travelers checks.
• Post charges.
• Run closing reports.
• Count and secure bank.
• Complete designated cashier reports.
• Balance receipts.
• Drop receipts.
• Document pertinent information in the log book.

 

SECONDARY JOB FUNCTIONS

 

1. Assist PBX with switchboard duties.
2. Assist with Reservations calls.  Handle all Reservation calls after   5    p.m.; process, record and follow up any details relative to such.
3. Provide Concierge service.
4. Assist in other Front Desk areas as assigned.
5. Provide guest room tours.
6. Legibly document maintenance needs on work orders and submit to Manager.
7. Answers In-Room Dining guest calls and takes order as needed.
8. Requested work some overnight Shift.

 

Requirements

• Excellent phone & verbal communication skills.
• Previous front desk hotel experience preferred.