Front Office Supervisor 3rd Shift DoubleTree Orlando

    • Job Tracking ID: 512688-619367
    • Job Location: Orlando, FL
    • Job Level: Entry Level (less than 2 years)
    • Level of Education: High School/GED
    • Job Type: Full-Time/Regular
    • Date Updated: May 03, 2018
    • Years of Experience: Up to 2 Years
    • Starting Date: ASAP
    • Hotel: DoubleTree Orlando
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Job Description:

Job Title: Front Office Supervisor (3rd Shift Position)

Department: Front Office

Reports To: Director of Front Office

Purpose of the Position: Front Office Supervisors leads the agents whom are responsible for the guest registration process and communication of hotel service and promotions. This highly visible role gives opportunity for casual conversation and has a direct impact on creating the guest experience. Other duties may include processing forms of payment and responding to our guest.

ESSENTIAL DUTIES

  • Has complete working knowledge of Front Office computer system, including all daily transactions and those which are not preformed often
  • Promptly, accurately and efficiently know how and where to post all charges
  • Cordially greet all guests/owners, handle guest registration and room assignments, accommodating special request whenever possible. Assist in pre-registration and blocking of reservations when necessary
  • Have thorough knowledge of resorts credit and traveler’s check cashing policies and procedures and adhere to them
  • Cordially handle guest check in and check outs accurately and officially and in friendly and professional manner. Follow Mystery shop guidelines effectively at all times
  • Know and follow all cash handling procedures
  • Properly receive money from guests for payment of hotel charges and make correct change
  • Issue safety deposit boxes to guest when requested, using resorts policies and procedures
  • Have knowledge of resort’s rates, discounts in house packages and how to handle each
  • Have working knowledge of reservations and procedures, take same day reservations. Know and follow cancellation procedures and walk procedures.
  • Have knowledge of resort property, resort staff, and resort’s services with hours of operation. Give clear directions to resort’s facilities for inquiring guest/owners
  • Efficiently operate PBX and accurately connect incoming calls in a professional and efficient manner. All calls should be answered within 3 rings

GENERAL DUTIES

  • Know your work schedule and follow with reliability
  • Work in a cooperative and friendly manner with fellow employees
  • Maintain professional attire and personal hygiene
  • Maintain clean, neat and orderly work area
  • Perform your job according to standard operating procedures
  • Read, understand and follow all policies, procedures and practices as stated in the employee handbook
  • Implement management company and hotel’s safety and emergency policies and procedures (i.e. evacuation, first aid, etc) to include remove all safety hazards, following company’s OSHA Hazcom program, safe lifting techniques
  • Utilize protective equipment, when applicable
  • Promptly report substandard (unsafe) conditions to supervisor
  • Promptly reports accidents, injuries, property damage or loss to supervisor
  • Keep accurate communication flowing freely among all hotel departments
  • Inform management promptly of any work-related problems or guest complaints
  • Practice 'CARE Hospitality' and provide guest satisfaction
  • Promote the hotel through goodwill, courtesy and positive attitude
  • Attend all scheduled training, classes and meetings
  • Train other employees as directed by management
  • Perform any reasonable request as assigned or directed by management
  • Provide for a safe work environment by following all safety and security procedures and rules
  • Arrange for reasonable accommodations for person(s) with disabilities
  • Assist person(s) with a disability
  • Comply with all applicable federal, state and local laws and ordinances as they apply to the hotel, quest and employees

SUPERVISORY RESPONSIBILITIES

  • Supervise all Front Office Agents
  • Responsibilities will include training employees; planning, assigning, and directing work; rewarding and addressing complaints and resolving problems

QUALIFICATIONS/SKILLS

  • A true desire to satisfy the needs of others in a fast paced environment
  • Refined verbal and written communications
  • Experience and a thorough understanding of Front Office operations
  • Must possess great leadership skills
  • Must possess excellent customer service skills
  • Must be flexible enough to work evenings, weekends and holidays

EDUCATION AND/OR EXPERIENCE

  • High School diploma or equivalent G.E.D
  • A minimum of 2 years related experience and/or training as a Front Office Supervisor; or equivalent combination of education and experience

LANGUAGE SKILLS

  • Speak and write English fluently

MATHEMATICAL SKILLS

  • Ability to calculate figures and amounts such a discounts

REASONING ABILITY

  • Ability to solve practical problems and deal with a variety of concrete variable in situations where only limited standardization exists

PHYSICAL DEMANDS

  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
  • While performing the duties of this job, the employee is regularly required to talk or hear
  • The employee frequently is required to stand; walk; sit; and use hands to finger; handle, or feel
  • The employee is occasionally required to reach with hands and arms
  • The employee must occasionally lift and/or move up to 25 pounds
  • Specific vision abilities required by this job include ability to adjust focus

WORK ENVIRONMENT

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Experience and Skills:

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