Location: Bothell,WA, USA
Position Summary
The role of Front Office Supervisor requires an individual the ability to provide superior guest service in a fast-paced, hotel environment, ensuring 100% guest satisfaction; overseeing PBX and Front Office Operations.
Receives and processes incoming guests
* Ensure a delightful, seamless arrival and departure for our guests.
* Greets guest and processes hotel registration and other transactions
* Keeps current on hotel accommodations, services and local attractions
* Handles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction
* Records resolutions to guest complaints on the Make it Right log
* Works with other departments as appropriate to arrange for services requested by the guest
* Stays current with developments in the hotel by reviewing and updating the communication log
* Prepares end of shift summaries and communications for management and other shifts
* Encourages day to day up selling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services and loyalty program
* Makes reservations in accordance with hotel's yield management practices
* Processes customer credit at check-in in accordance with hotel policy and data privacy policy standards
* May be responsible for answering and fielding all calls to the hotel, both internal and external
* Identifies and records special billing instructions and notifies Accounting
* Obtains appropriate approvals and signatures for guest transactions
* Follows hotel policy on cash banks
* Maintains confidentiality of guest information
Supervises Front Office Operation and Employees
* Assists Management in scheduling, training and evaluating front office employees
* Provides on-going feedback and guidance to front office employees
* Monitors front office processes and suggests improvements to management
* Serves as model of exemplary customer service for other front office employees
* Ensures through reporting and observation that billing and cash are handled according to hotel procedures and good accounting
* Completes detailed shift reports
* Pro-actively prepares for hotel events to provide great customer service
* Stocks and replenishes front office tools and materials
Develops and implements strategies and practices which support employee engagement
Communicates performance expectations and provides employees with on-going feedback
Provides employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potential
Creates 100% guest satisfaction by providing the Radisson experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations:
* Gives personal attention, takes personal responsibility and uses teamwork when providing guest service.
* Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.
* Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis.
* Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction.
* Performs other duties as required by management to provide 100% Guest Satisfaction and genuine hospitality to our Guests.
Performs other duties as required by management to provide 100% Guest Satisfaction and genuine hospitality to all guests
Requirement/Skills
* Minimum two years in hotel front desk position required
* Previous management experience required
* Able to collaborate effectively with other hotel employees and managers to ensure teamwork
* High school diploma or GED required, bachelor degree preferred
* Strong organizational skills, critical thinking skills, problem solver
* Strong computer systems skills including; reservations and reporting systems
* Strong Microsoft Office suite and reporting system skills
* Must work well in stressful, high pressure situations
* Must be able to accurately follow verbal and written instructions and communicate effectively
* Works well independently or as part of a team
* Strong attention to detail
* Strong mathematical and organizational skills required
* Commitment to exceptional guest service
* Willing to work a flexible schedule including weekends and holidays
* Adheres to the policies and procedures of the hotel
Physical Demands
* Ability to stand, stoop or bend for entire shift
* Ability to lift up to 20 pounds
Other Information
The hotel business functions seven days a week, 24 hours a day. All associates must realize this fact and be aware that at all times it may be necessary to move associates from their accustomed shift and alter assigned duties as business dictates. In addition, this is a hospitality business, and a hospitable service atmosphere must be maintained at all times
his position description is not intended to create, nor is it to be construed, as a contract of employment or a promise of employment. I understand that my employment is an at-will relationship and may be terminated by either party at any time, with or without notice.
We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, sexual orientation, gender identity, disability, veteran status, genetic information, or other protected class. Our locations are drug-free and pre-employment drug tests are required. Background checks are also required before employment begins. We participate in E-Verify and those who are ineligible to work in the United States will not be considered.
The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.
Ability to model Choice's Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity.