FRONT OFFICE SUPERVISOR/MANAGER

Location: 230 Cracker Barrel Dr

Clarksville, TN 37040

Job Description/Summary: The Front Office Supervisor/Manager is responsible for managing all aspects of the department (front desk and back office) including but not limited to operations, planning, budgeting, and staffing in accordance with hotel policies and procedures. The Front Office Supervisor/Manager provides leadership and support to all members of the Front Office (Guest Service Representatives, Night Auditors, and Breakfast Attendants), implements and enforces Brand Standards in all areas supervised.

Responsibilities:

• Ensure complete guest satisfaction

• Make a great first impression

• Must be able to work as and when needed

• Ensure complete guest safety

• Check in and Check out of the guest.

• Provides information about suite and package rates.

• Responsible for keeping all business confidential both on and off duty.

• Must work alongside other team members in harmony

• Must be able to lift at least 50lbs.

• Interacting with other departments and employees to ensure a good working relationship for all guest needs

• Must be friendly, helpful, and well groomed, and dressed to standards complete with a name tag at all times as stated in the employee handbook and brand standards.

• Must understand and adhere to cash handling policies.

• Must be well versed in cash handling and accurately balance the drawer to include shift cash count verification report and witness procedure.

• Must be familiar with and adequately quote information from the brand’s loyalty program.

• Completion and distribution of shift check list.

• Drives the revenue management process.

• Handling guest concerns in a tactful manner and achieving resolution with guest follow up and written documentation of all occurrences forwarded to the General Manager.

• Knowledge, implementation and follow up of all Brand Standards in regard to ADA, Handicap Policies, and Procedures.

• Handling guest needs.

• Maintaining Cleanliness of Front Desk (per Brand Standards), Lobby, and Back Office.

• Following up with guest check-ins, opportunities, and other request.

• Interacting with other departments and employees to ensure a good working relationship for all guest needs.

• Understands and implements (when necessary) all emergency procedures for incidents, accidents, fire, safety, or criminal activity. This includes knowledge and location of all utility shut down equipment and sprinkler, and fire alarm knowledge and system locations.

• Responsible for knowledge, review, and training of all safety procedures as outlined in the hotel safety manual.

• Responsible for reporting all suspicious persons or activities, hazardous conditions to the appropriate authority and General Manager.

• Ensures that brand quality standards and services are maintained for Property, Product, and People.

• Must be able to work all shifts and varying schedules to support the business needs including weekends and holidays.

• Must be available to assist supervised employees when needed and cover all shifts.

• Ensures security for the hotels guest, employees, and property assets.

• Supports established policies and procedures for the brand.

• Responsible for following instructions and performing work as assigned by a supervisor or the General Manager.

• Daily review of FOAI, and any other notes from previous shifts.

• Guest Service Representatives are required to remain at the front desk work station at all times unless attending to a guest need or request.

• Must be able to stand for the entire shift.

• Responsible for daily monitoring of cleanliness and maintaining appropriate inventory levels of the Marketplace. Ensuring the Front Office Supervisor/Manager and General Manager is notified of replenishment needs.

• Ensures lost and found items are secured according to the Choice Hotels/Comfort Suites Standards.

• Responsible for continual positive interaction with guest and potential guest.

• Manage and monitor activities of all employees in the Front Office department - making sure they adhere the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training, and counseling where needed.

• Act as Manager on Duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.

• Undertake full responsibility for scheduling of supervised employees.

• Undertake full responsibility for managing operating expenses and purchasing for the department, with prior approval from General Manager.

• Set Front Office Budget, monitor Profit & Loss, and Cash Handling throughout the year.

• Work closely in collaboration with the Assistant Housekeeper, Executive Housekeeper, and General Manager to improve guest services and communication.

• Coordinate daily activities with hotel management team on a daily basis.

• Hold monthly/quarterly department meetings keeping the team informed of all activities in the hotel, reinforcing hotel polices and Brand Standards and promoting a strong team atmosphere.

• Remain current in all updates with regards to new procedures, trainings, and Brand Standards.

• Responsible for any other duties or responsibilities at the sole digression and assigned by management.

• In the event of an employee or guest incident or injury, the General Manager is to be notified immediately. This would also include building emergencies. If the General Manager is not located at the physical hotel location, please notify via phone. If the General Manager cannot be reached, leave a voicemail message. Immediately notify the Executive Housekeeper, Front Office Supervisor/Manager, and/or Regional Housekeeping Manager when the General Manager is unavailable. The Executive Housekeeper, and/or Regional Housekeeping Manager will make any necessary decisions and contact the General Manager when available.