Front Office Supervisor
Primary Job Duties
- Implement and uphold operational guidelines in accordance with Kirkwood standard
procedures. - Create weekly schedules for Housekeeping and Front Desk to be approved by the
Regional Manager. - Assist with recruitment, screening and training of all new hire candidates for both
properties. - Work with the Regional Manager to conduct regular inventory of supplies and place
orders as necessary, keeping in line with monthly spending targets. - Ensure all work areas are clean and organized keeping hotels up to local health code
standards. - Ensure Receptionists and Housekeepers are completing their daily tasks to the
highest standards of quality. - Respond to guest reviews in a timely and professional manner.
- Ensure all reservations are reviewed for accuracy from all booking channels. (OTA’s,
cancellations, extending etc.) - Assists with grocery shopping from time to time.
- Respond to emergency calls from the site teams in the absence of the Regional
Manager. - Learn and cover all shifts as needed. (AM/PM both properties)
- Coordinate with outside vendors to troubleshoot and resolve problems on site.
- Utilize feedback from guests and staff to strategize with the Manager on ways to
improve day to day operations and service. - At properties offering breakfast service, assists with the preparation, setup, replenishment, and breakdown of breakfast service, including continental or light-prepared items.
- Supports maintaining cleanliness, organization, and food safety standards in breakfast and service areas during assigned shifts.
- Assists guests during breakfast hours by answering questions and ensuring a positive guest experience.
- Specific breakfast-related responsibilities may vary by property based on service model and operational needs.
Who we’re looking for:
- You’re as passionate about people as we are about hospitality
- You’re comfortable wearing multiple hats and going with the flow
- You’re looking for an environment where you can take initiative and make a difference
- You’re full of ideas on how to make the space around you better
- You’re proud of how organized you are
- You aren’t afraid to challenge the systems around you to improve them but know how to play by the book when it matters.
Systems Skills
- Judgment and Decision Making- Considering the relative costs and benefits of potential actions to choose the most appropriate one.
- Systems Analysis- Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
- Systems Evaluation- Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.
Resource Management Skills
- Management of Financial Resources- Determining how money will be spent to get the work done, and accounting for these expenditures.
- Management of Material Resources- Obtaining and seeing to the appropriate use of equipment, facilities, and materials needed to do certain work.
- Management of Personnel Resources- Motivating, developing, and directing people as they work, identifying the best people for the job.
- Time Management- Managing one's own time and the time of others.
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
Education and Experience
- High School Diploma - or the equivalent (GED)
- Some College Courses
- At least two years of customer service experience
- One year of front desk experience in the hospitality industry
- Excellent verbal communication skills
- Availability to work shifts, including evenings, weekends and holidays
- Ability to solve guest challenges in a friendly and timely fashion
- Friendly and welcoming demeanor
Work Context
Communication - Types and frequency of interactions with other people that are required as part of this job.
Role Relationships - Importance of different types of interactions with others both inside and outside the organization
Responsibility for Others - Amount of responsibility the worker has for other workers as a part of this job
Conflictual Contact - Amount of conflict that the worker will encounter as part of this job
Work Setting - Description of physical surroundings that the worker will face as part of this job
Tools and Technology
- Personal computers
- Voice mail systems
- Google Suite
- WebRez Pro
- Opera Cloud
- Whistle
Physical Requirements
· Sit, stand, and walk for varying lengths of time
· Lift approximately ten (10) pounds
· Good communication skills, both written and verbal
Other
· Must be able to work weekends/holidays, when needed.
· Ability to communicate efficiently and effectively.
· Ability to prioritize and problem solve effectively.
· Ability to think and perform both independently and as a team.
· Ability to develop positive working relationships with both guests and staff.
· Ability to negotiate, delegate and work under pressure.
· Comfortable working with computers.
· Organized and detail-oriented.
· Strong presentation skills.