Front Office Supervisor

Location Myrtle Beach, SC
Property Best Western Plus Grand Strand Inn & Suites
Date Posted September 1, 2017
Job Type Customer Service, Front Desk

Description

Myrtle Beach, SC – The Front Office Supervisor primarily supervises the front office team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction.

CULTURE CORE VALUES:

  • Excellence – We are committed to delivering outstanding performance by exceeding the expectations and creating memorable experiences for our guests, team members and owners
  • Integrity – Be trustworthy and always do the right thing
  • Respect – Each person is honored and we treat each other with kindness
  • Teamwork – We care about each other and always accomplish more together
  • Innovation – To foster a culture that inspires and engages our team members to continually improve our product and services
  • Balance – Continually strive to balance our lives and contribute positively to the community
  • Resilience – We recover and thrive from any challenge or change

FRONT DESK SUPERVISOR DUTIES AND RESPONSIBILITIES:

  • Ensure Outstanding customer care at all times
  • Maintains a friendly, cheerful and courteous demeanor at all times
  • Responds 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
  • 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 guest’s preferences and special requests
  • Build strong relationships and liaise with all other department’s especially housekeeping, engineering, etc.
  • Operates the PBX 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
  • Control cash transactions at the front desk and maintains complete responsibility for personal bank
  • Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests
  • Perform other duties as assigned, requested or deemed necessary by management
  • Ensure Front office log book and hotel log book is always updated and actioned upon
  • Ensure safety by following guest check in and security procedures and reporting suspicious activity to General Manager or MOD
  • Participate in hotel committees and task force assignments
  • Assist all departments in servicing the guests during high volume periods
  • Take responsibility in the absence of the GM
  • As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team

PREREQUISITES:

  • A positive attitude and excellent communication skills
  • Experience of motivating and leading a winning team
  • Ability to remain calm whilst under pressure

EXPERIENCE:

  • Minimum 2 to 3 years work experience as Front Office Associate / Front office cashier in a hotel

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