POSITION

Front Office Supervisor

JOB DESCRIPTION

Responsible supervising the Hotel Operations and team members, including Guest Service Agents, shuttle drivers, Guest room attendants and houseperson during shift. Other duties as required.

REPORTS TO

Front Office Manager

Essential Job Functions:

• To always uphold and comply with Company's Standards.


• Establish and maintain standards of a 5-star service.


• Supervise the floor, employees and employee's/guest relationship.


• train the staff


• Respond to guest complaints.


• Supervise all agents regarding closing paperwork and money drops.


• Manages day-to-day Front Desk operation.


• Coordinates Front Desk activities with Guest Relations and other departments for all VIPs.


• Performs daily guest room inspections as needed based on business demand.


• Maintains proper credit and cash bank procedures.


• Demonstrates consistent regard and dedication to guests, vendors, colleagues and the Company by being engaged, interested and productive.


• Demonstrates an understanding of the impact actions and decisions have on the Company both financially and on guest relations.


• Demonstrates the courage and initiative to present new ideas and perspective to create positive results.


• Exhibits respectful consideration of viewpoints, situations and others.


• Puts the guest at the forefront of every decision.


• Greet and welcome guests upon arrival. Assures that Agents register guests into the computer, verifying reservation, address, and credit information


• Supervise the front desk agents, ensuring the correct sequence of events for proper registration and checkout of guests. Assign specific tasks to front desk agents related to credit, missing addresses, registration bucket maintenance, registration cards, posting charges, and overall cleanliness and organization of the front desk.


• Maintain and Coordinate Shuttle schedules for our guests daily

• Assign duties to department employees and inspect their work to ensure that standards are maintained.


• Conduct detailed inspections of rooms and public areas as needed daily.

• Conduct random room inspections to ensure standards are met

• Monitor, correct and report room discrepancies


• Assist other managers, Directors and above with designated tasks and projects


• Coordinate work orders with the Engineering Department and follow up until completion.


• Conduct daily pre-shift meetings with team members


• Investigates complaints regarding housekeeping/Front Office services and equipment

and take corrective action.

Required Skills and Abilities:

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.


• Must be able to read and write to facilitate the communication process.


• Requires good communication skills, both verbal and written.

• Perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.


• Able to complete all assigned tasks despite frequent stressful, emergency, critical or unusual interruptions.


• Strong supervisory and communication skills.


• Strong Organizational skills and demonstrated problem solving skills.

Physical Demands

While performing the duties of this job, the employee regularly is required to stand and walk for extended periods; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee occasionally is required to sit; and stoop, kneel, crouch, or crawl and lift more than 25lbs. Physical stamina and a proper mental attitude to work under pressure at a fast pace are essential. Must have the mental fortitude to handle the pressures of multiple tasks while providing excellent guest service.

• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.


• Ability to spend extended lengths of time viewing a computer screen.

PERFORMANCE STANDARDS

Customer Satisfaction:

• Serve as a guest relations ambassador, delivering exceptional service every moment of the day.


• Exhibit professionalism, courtesy, and respect towards guests and associates under all circumstances.


• Strive to create memorable guest experiences, maintaining Shangri-La's high service standards.

Work Habits:

• Follow established work procedures and policies, maintaining punctuality and reliable attendance.


• Adapt to changes in the work environment with a positive attitude.


• Approach problem-solving proactively, seeking assistance when needed and continuously improving skills.

Safety & Security:

• Adhere to Shangri-La's safety and security policies, including key controls and proper handling of chemicals.


• Exercise care when lifting heavy objects and promptly report any safety concerns or hazards.


• Ensure compliance with emergency procedures to maintain a secure environment for guests and associates.

This job description provides an overview of the key responsibilities and expectations for the Reservations Agent. It is not an exhaustive list of duties. Additional job-related tasks may be assigned as needed.