Job Title: Front Office Supervisor

The Front Office Supervisor is responsible for the success of the front desk, for ensuring that guest satisfaction and product quality standards are met, and for managing all areas of the hotel according to Courtyard by Marriott standards to achieve a friendly atmosphere of superior guest service and product quality. Display exemplary performance for staff to follow.

GUEST SERVICE

Maintains guest service as the driving philosophy of the hotel

Personally demonstrates a commitment to guest service responding promptly to guests’ needs

Is committed to making every guest satisfied

Develops added-value customer service programs

Empowers front desk staff to deliver guest service by encouraging and rewarding responsive guest assistance

Meets or exceeds hotel guest satisfaction measures. (GSS Scores)

Ensures hotel standards and services contribute to the delivery of consistent guest service

Ensures all shift checklist are completed

Ensures all call backs are being performed

Front Office Supervisor should remain highly visible and readily available for guest at all times

Ensures proper procedures are followed concerning guest safety security boxes

Settles all credit card, guest, and accounts receivable credit disputes

FRONT DESK MANAGEMENT

Acts as manager on duty for hotel and manages front desk operations

Ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems

Ensures front desk staff is trained in and follows financial control procedures for cash, voucher, inventories and receivables

Produces accurate financial reports on time

Always demonstrates self-confidence, energy and enthusiasm

Responsible for continuous training/personal development, relating professional hospitality, technical skills and proactive approaches to solve guests or hotel concerns

Ensures front desk supplies are fully stocked

Ensures all front desk shifts and night audit shifts are filled

SAFETY AND SECURITY MANAGEMENT

Assists the Assistant General Manager/Front Office Manager in recognizing and correcting potential safety hazards (broken doors, fire hazards, etc.)

Understands, follows, and assists with policies and procedures for the hotel’s key control system

GENERAL DUTIES EXPECTATIONS

Maintains a professional appearance and demeanor in all situations dealing with fellow employees, guests and clients.

Manages time effectively to accomplish all desired tasks, duties, and action plans

Is punctual for all shifts and meetings

Job can entail working nights, weekends and overnight shifts and Husker Game Day weekends

Helps to maintain an organized work environment

Assists in keeping all areas of the hotel clean

For questions, please call (402)904-4800.