Front Office Supervisor

The Front Office Supervisor provides guidance and leadership, ensuring consistent quality customer service is delivered. Responsibilities and Duties:• Communicate effectively both verbally and in writing to provide clear direction to staff. Assignand instruct guest service representatives in details of work. Observe performance and encourageimprovement.• Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speakingvoice, listen to and understand requests, respond with appropriate actions and provide accurateinformation such as outlet hours and local attractions.• Promptly complete the registration process by inputting and retrieving information from a computersystem, confirming pertinent information including number of guests and room rate. Promotemarketing programs. Make appropriate selection of rooms based on guest needs. Code electronickeys. Nonverbally confirm the room number and rate. Provide welcome folders containing keys,certificates, coupons and refreshment center keys as appropriate. Close out guest accounts at timeof check out. In the event of dissatisfaction, negotiate compromise, which may include authorizingrevenue allowances.• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cashmake change and balance an assigned house bank. Accept and record vouchers, traveler checks andother forms of payment. Perform accurate moderately complex arithmetic functions using acalculator. Post charges to guest rooms and house accounts using the computer.• Promptly answer the telephone using positive and clear English language. Input messages into thecomputer. Retrieve messages and communicate the content to the guest. Retrieve mail, smallpackages and facsimiles for customers as requested.• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, servingas a role model for guest service representatives and other employees. Resolve customercomplications and complaints by conducting thorough research of the situation and identifying themost effective solutions. Make decisions and take action based on previous experience and goodjudgment, sometimes revising procedures to accommodate unusual situation. Authorize revenueallowances to remedy problems only after other alternative solutions have been offered.• Summon guest service personnel for assistance to escort guest to their rooms as appropriate.• Prepare daily forecast of expected arrivals and departures.• Use the photocopier to make copies of items as required.• Perform other related duties as assigned.Specific Job Knowledge and Skills:

Created: 2025-11-15