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Hotel Front Office Supervisor

Commonwealth Hotels
Newport, USA
Full-time
Mid Level
Onsite
Discovered 1 months ago

Full Job Posting

  • Guest Check-In and Check-Out: Assisting guests with the check-in and check-out process efficiently, ensuring a smooth and welcoming experience.
  • Reservations Management: Handling room reservations, cancellations, and modifications accurately while maintaining up-to-date records.
  • Customer Service: Responding promptly and professionally to guest inquiries, complaints, and special requests, aiming to exceed guest expectations.
  • Payment Processing: Handling payment transactions, including room charges, deposits, and refunds, while ensuring accuracy and compliance with hotel policies.
  • Communication Hub: Coordinating with other hotel departments, such as housekeeping and maintenance, to address guest needs and resolve issues promptly.
  • Providing Information: Offering information about hotel services, amenities, local attractions, and transportation options to assist guests with their plans.
  • Problem-Solving: Resolving guest concerns or complaints effectively, escalating issues when necessary to maintain satisfaction.
  • Maintaining Records: Keeping accurate and organized records of guest stays, payments, and interactions in the hotel’s property management system (PMS).
  • Promoting Hotel Services: Upselling rooms and promoting hotel amenities, such as dining options or event spaces, to enhance the guest experience.
  • Ensuring Security: Following safety and security protocols to safeguard guests, staff, and property, including verifying guest identification and monitoring for suspicious activity.
  • Previous experience in customer-facing roles, such as in hospitality, retail, or food service, is often required or preferred. Strong interpersonal skills and a focus on delivering exceptional service are essential.
  • Familiarity with using computers and software systems, especially reservation or property management systems (PMS)
  • Strong verbal and written communication skills are necessary for interacting with guests and team members professionally and clearly.
  • Experience handling guest complaints or resolving conflicts in a calm and effective manner is an asset.
  • Previous roles that required managing multiple tasks, such as answering phones, handling reservations, and assisting guests simultaneously, prepare candidates for the demands of the job.
  • Familiarity with front desk operations, check-in/check-out procedures, or reservation systems is a plus.
  • A high school diploma or equivalent
  • Experience in jobs with irregular hours, such as evening, weekend, or holiday shifts, helps demonstrate adaptability to the hospitality industry's demands.

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