Front Office Supervisor

Position Summary

The Front Office Supervisor will be a role model, sharing their expertise and continually inspiring the front office team. The Front Office Supervisor will also ensure hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements.

Essential Functions

• Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to, and understand requests, respond with appropriate actions, and provide accurate information such as outlet hours and local attractions.
• Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate. Close out guest accounts at time of check out.
• Assist in the administration of all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler’s checks, and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. 
• Make decisions and act based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Oversee the VIP process to include, but not limited to, reviewing VIP reservations, administering amenity orders, managing resumes for incoming guests and groups, updating inventory in the system, monitoring special requests, and overseeing rate changes on in-house guests
• Intervene in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.
• Assist in the management of room inventory on sold out nights. This may include the practice of overselling in order to maximize revenue. Maintain communication with Revenue Manager and other hotels in the city to facilitate walks if necessary.
• Monitor Guest Assistance daily and close open cases
• Ensure all 3^rd party reservations have been properly setup.
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
• Run and complete daily reports, analyze data and make decisions based on data
• Resolve guest issues and concerns to guest satisfaction
• Assist with the training of new team members

Supportive Functions

In addition to performance of the essential functions, this position may be required to perform a combination supportive function, with the percentage of time performing each function to be solely determined by the Director of Rooms and the General Manger based upon the particular requirements of the Hotel.

Other

Regular attendance in conformance with the standards, which may be established by the hotel from time to time, is essential to the successful performance of this position.  Team Members with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, Team Members may be required to work varying schedules to reflect the business needs of the hotel.

Upon employment, all Team Members are required to fully comply with the hotel rules and regulations for the safe and efficient operation of hotel facilities set forth by the Canopy Boston Downtown, Olshan Properties and Hilton hotels.  Team Members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Specific Job Knowledge, Skill, and Ability

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodations, using some other combination of skills and abilities.

• Possess the ability to dress in a professional manner.
• Maintains pleasant and professional communication skills weather interacting with hotel clientele and team members.
• Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling, and setting wake-up to provide guests with timely and efficient service.
• Controls cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
• Performs other duties as assigned, requested, or deemed necessary by management.
• Follows-up on any complaints or problems a guest may experience in a timely and professional fashion to ensure a quality guest experience.
• Implements emergency training and procedures to ensure appropriate protection of the hotel’s guests, staff, and company assets.
• Ensures proper communication to subordinates on all hotel activities in a way that ensures that guest needs are being met in a timely fashion.
• Ability to learn and understand basic computer skills & possess considerable Internet knowledge.
• Ability to react quickly/decisively to emergencies and requests.
• Ability to concentrate in high-volume high-pressure area.
• Ability to stand, walk and sit for extended periods of time.
• Ability to perform duties in a closed and confined space and at times may be hot and noisy.
• Ability to perform tasks requiring bending, stooping, kneeling and can lift 50 lbs.
• Ability to communicate in English telephonically, over a handheld radio, and face-to-face clearly.
• Possesses considerable mathematical skills (addition, subtraction, multiplication, division) to maintain guest charges, handle adjustments, etc.
• Possess considerable ability to listen effectively.
• Knowledge of local tourist and trade attractions. Ability to make reservations:  restaurant, airline, train, room, rental car, etc.
• Visual ability to read manufacturer’s instructions, correspondence, etc.
• Ability to read, write, and comprehend English.
• Detail oriented work habits and ability to accomplish goals in a timely manner.
• Ability to become PEP certified.
• Ability to become First Aid and CPR certified.
• Ability to remain calm in emergency situations and to effectively deal with the internal and external guests, some of whom require patience, tact, and diplomacy to defuse anger, collect accurate information, and solve guest concerns.
• Ability to work under time constraints and deadlines, must be productive in quantity and quality of work.
• Ability to use finger/hand movements for extended periods of time.  Finger and hand dexterity to manipulate switches, writing instruments, a computer keyboard, etc.
• Possess knowledge of the Boston area to give directions, etc. to guests.

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Qualifications

Education: 

• High school diploma required; college degree preferred.

Experience:

• One year experience in customer service in hospitality or similar industry. 
• Hotel experience: 1 year (Preferred)
• Hilton experience preferred.  PBX Experience preferred.

Licenses or Certificates:  

• First Aid and CPR certified.

Grooming:

• All Team Members must maintain a neat, clean, and well-groomed appearance according to the Olshan Properties Team Member Handbook.

Other:

• Additional language ability preferred.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts. 
• This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. 
• May perform other duties as assigned.

Our DNA is EPIC

Enthusiastic Positive Intuitive Caring