occasionally during shift, Ability to train and mentor Guest Service Associates, Ability to stand continuously while performing essential job functions, To consistently offer professional, friendly and engaging service, To lead and supervise the Front Office team in all aspects of the department and ensure service standards are followed, To maximize revenues by upselling and following budget guidelines, To handle Guest concerns and react quickly, logging and notifying proper areas, Be fully competent in all reception and cashier duties, Previous experience in a leadership or supervisory role an asset, To be experienced with various guest scenarios, To be familiar with all hotel facilities and offerings, Must be familiar with shift checklist and be able to run the desk in absence of the Assistant Manager, Broad knowledge of Epitome, Synergy and Vingcard systems, Familiar with all reservation special packages, Understand all radio codes and emergency procedures, To be thoroughly acquainted with all check-in policies and procedures, To be familiar with all technical equipment related to the Front Desk, To understand the influence and importance of all departments on the Front Desk, Responsible for the training of new associates, Understand and be able to perform rooms control duties, Ability to stand for prolonged periods of time, Computer Skills (Synergy, Nucleus, Epitome, Vision, GoConcierge, Microsoft Office, Minimum of 1 year Front Office or Guest Service experience required. Conducted interviews, completed evaluations, trained and coached employees for success as well as issued corrective action and termination. Minimally intermediate computer skills. Completes and control front office payroll as well as other administrative projects, paperwork and overflow work from various departments. Assists administrator with contacting all new members for prompt scheduling, Previous medical office experience and supervisory skills required, Knowledge of business office operations, telephone etiquette and basic bookkeeping principles, Ability to oversee entire front office processes, to include: end-of-day closing; no show reports; incomplete encounter reports and performing bank deposits, Ability to deal with patients in a professional, courteous and effective manner, Knowledge of coding with emphasis on Medicare billing (HMO), Possess high job accuracy, efficiency, and dependability, Ability to follow written and oral instructions and to work with general guidance, Demonstrate a high professional level of clerical skills (typing, filing, telephone courtesy), Ability to communicate effectively, lead and train receptionist staff, interact professionally with patients, and work closely with administrator to uphold DaVita Medical Group policies and procedures, Computer literate with knowledge of Word, Excel, and e-mail, Ability to read, write, speak and understand the English language fluently, Assisting in the training and development of front desk employees to increase their productivity, through department meetings, pre-shift meetings and other levels of awareness, Assisting in properly screening and hiring new employees to maintain staffing requirements for the front desk, focusing on guest service oriented people, Offering feedback to the FOM assisintg in conducting performance evaluations, Communicating throughout department to foster teamwork, Training and operate the night audit shift and responsibilities, Other duties as assigned: general accounting, inventory ordering and controls, As a Front Desk Supervisor at St Pancras you are responsible for supervising the front desk team, You will review shift logs/daily memo books and document information in logbooks. Extremely organized Front Desk Administrator who is able to efficiently manage several tasks simultaneously. Assist with all sick calls or tardiness by finding proper coverage, report to work and stay until proper coverage can be found. Know the lay out of the hotel including all suites, parlors, meeting rooms and all outlets' location and hours of operation, Maintain good working relationships and open lines of communication with all other departments, Train, cross-train, and re-train (when necessary) all Front Desk Personnel, Assist Front Desk and/or Front Office Manager when necessary, Supervisory – lead, train and support front desk agents in daily/weekly/monthly duties, Act as Manager-on-Duty during morning, afternoon and/or overnight shifts to support the management operation, Quickly and genuinely process guest check ins and outs within Four Seasons standards, Motivate front desk agent team with fun and light-hearted competitions and other interactive activities, Communicate all relevant guest and group activity to proper internal parties, Ensure special touches by all members of Front Desk team, Viable candidates musthave a minimum of one year experience in a supervisory role in an upscale/luxury environment, Knowledge of property management systems required. Following-up with every room that is out of service or out of order, communicating with each department to see what rooms are in inventory. Ability to observe and detect signs of emergency situations, Supervise accurate and efficient Reception operations including check in/out procedures, Monitor the appearance, standards and performance of the Front Office Team with an emphasis on training and teamwork, Demonstrate positive leadership characteristics to inspire Team Members to meet and exceed standards, Conduct training programs on an ongoing basis, Committed to delivering a high level of customer service, 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 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, Handles all guest service issues as they arise at the Front Desk up to the standards established and in accordance with the goals and objectives of the hotel, Performs majority of training for GSRs. Prepare timely and accurate Maintenance Work Orders, following up as needed. Generated daily reports to maintain proper guest account balances, guest placement, and satisfaction. Supervising all front office operations (PBX, Front Desk, Bell, Valet, Door and Concierge services). Responsible for interviewing, hiring, coaching, and development of all team members. Retrieve messages and communicate the content to the guest, Retrieve mail, small packages and facsimiles for guests as requested, Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for Front Desk Agents and other associates, Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Handling guest complaints and taking action to resolve problems. 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. Issues correct keys to the guest, Checks out guest at end of stay. Code electronic keys. Attended Rooms Division Meetings bi-weekly and revenue meetings weekly. Bachelor’s Degree in Hospitality or Hotel Management preferred, Minimum 1 year hotel experience requiring personalized care and in-depth interaction required. Manage the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate policies and procedures while meeting/exceeding financial goals. Oversee Front Office operations in the absence of the Front Office Manager or Assistant Front Office Manager. Accountable for the proper training and daily monitoring of all service levels provided by employees to guests and other fellow employees. Answer the phone and operate the telephone switchboard, Greet and welcome all guests in a professional and hospitable manner, Verify customers' credit, and establish how the customer will pay for their bill, Keep records of room availability and guests' accounts using the specified computer system Opera, Working knowledge of all rates, packages, and booking restrictions, Issue room keys and help guest get all their luggage to their rooms, Advise housekeeping staff when rooms have been vacated and are ready for cleaning, Professionally handle guest complaints, solving problems, and follow up using EA service culture standards, apologize and empathize with guests when responding complaints, Handle all lost and found inquiries efficiently and professionally, following proper guidelines, Date-stamp, sort, and rack incoming mail and messages, Yield Management implementation to include assisting with yield control and pricing structure set forth with front office manager, Make special deliveries to guest rooms with gift baskets, champagne, and other special ordered food and beverage items, Responsible for emergency response and evacuation per company emergency procedures manual, Gift Shop maintenance and ordering of supplies. Ensure quality service through inspection for the cleanliness of all public areas and guestrooms. Ensure proper inventory controls, working with Sales and Reservations to ensure maximum selling potential and house balance. Looking over and running daily reports such as the cash and credit limit, in house profile, ledgers, VIP reports, discrepancy reports, etc. Front Office Supervisor Job Description, Front Desk / Reception Supervisor Duties and Responsibilities. The ideal candidate will be a competent individual who will be able to guide and train employees. Achieves business revenue goals by developing and implementing creative service programs designed to increase guest satisfaction, Financial Results and Cost Control:Responsible for management of expenses to maximize hotel profitability. Accurately and promptly fulfilling guests requests. Anticipate guest needs and handle all issues while maintaining a warm yet professional approach. Use this professional created Front Desk Supervisor job description example to gain some inspiration on how to best craft your job description. MS Excel, Word, PowerPoint, and electronic scheduling and e-mail systems. A college degree is preferred. Choose the Best Format for Your Front Desk Resume. © 2021 Job Hero Limited. Front Office Manager Resume Examples & Samples Maintains high Hilton standards throughout daily assignment and assists the front desk agents and supervisors in doing the same Responsible for the … Receptionists serve as a business’ front-desk associate and are responsible for several administrative support duties that keep the office running efficiently. Maintain all front desk related equipment and a par stock of supplies. Ensure team adheres to all policies, standards and laws as dictated by [company name] handbook, Union Collective Bargaining Agreement and CA law. Experience with web-based Outlook 365 helpful, Must display ability to work with general computer operations, including reservations software (OPERA). Resolve escalated issues in a timely and appropriate manner and notify the hotel manager of any unresolved concerns to ensure proper follow-up. Meet, greet, and see to the comfort of all guests, Possess knowledge of budgetary process, billing and purchasing, Establish liaisons with and provide special attention to key clients, Maintain good rapport with every department, and ensure all communications between departments are seamless, Understand owner and management company objectives, Recommend discipline actions to Hotel Manager for department including coaching and counseling when necessary, Implement and support programs to enhance product and service at a four-diamond level with a five star attitude, Direct programs for training and development of the employee staff so that all areas of the operation are supervised properly and are geared to perform to the best advantage, Institute a program of regular inspections to see that standards are maintained for all parking/valet, bell stand, and guest service operations, Maintain an atmosphere within the property that encourages an exchange of information and builds rapport between all employees, Assist in employee development and succession planning for all guest service staff, Maintain safety and security standards and ensure all guest services staff are properly trained to handle emergency situations, Develops and implements procedures to improve operations, Responds to calls and questions from owners, guests, employees and departments, Provides customer service to guests, owners, employees and departments, Work with Guest Services Manager to train and monitor front office staff, Monitors Guest Service Scores daily and takes action to improve guest satisfaction through training, coaching and problem resolution, Communicates with the Engineering Department regarding any maintenance requests from the guests, Communicates with the Housekeeping Department regarding guest rooms and requests, Has full understanding of software system and assists with reservations, and checking guests in and out of the hotel, Handles checks and credit cards received from the guests for payment of hotel charges, Assists the Guest Service Manager by handling special requests, group blocking and unusual circumstances, Performs any other duties as requested by supervisor, Demonstrates the desire and ability to provide high quality service to both internal and external customers, Must have flexibility to work nights and weekends, Must be able to read and write fluent English, Ability to interpret and perform basic computer and POS system functions. Received an increase in salary and expanded responsibilities within the department. Ability to resolve conflict, think on their feet, influence and mentor others, 1-2 years experience at the front desk in a full service establishment, 1-2 years hospitality industry experience, 3-5 years experience at the front desk in a full service establishment preferred, 3-5 hospitality industry experience preferred, Team Member of the Hilton Go program with discounted staff rates all over the world and discounts on F&B items, Access to Hilton University training, offering more than 3000 learning programs, Worldwide career development opportunities, Ensure guest lost-and-found items are treated with care, reported and stored according to company policies, Previous hotel or customer service experience is required; prior supervisory experience preferred, Must be able to work with and secure sensitive and/or confidential material and information, Must be able to properly and confidently operate basic office software, machines and devices including computers, company issued hand-held electronics, copier, printers, etc, Must be self-motivated and able to work with little or no supervision, responding to and handling unfamiliar situations with little supervisory guidance, Assist the General Manager with preparing Guest Experience Maker work schedules and ensuring staff adheres to schedules. 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