Front Office Supervisor - FL - On Site

Job Summary

Responsible for the management of all aspects of the Front Desk functions, in accordance with resort standards. Directs, implements and maintains a service and management philosophy which serves as a guide to respective team members. The Front Office Shift Supervisor is also responsible for controlling access to, conducting physical inspections of and monitoring surveillance cameras located at the facilities. Investigation of breeches in security and/or violations of safety protocols to determine most probable cause and possible solution(s). To ensure the safety and security of guests and employees and the protection of our property and assets.

Essential Duties and Responsibilities

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of:
  • All resort features/services, hours of operation.
  • All room types, numbers, layout, decor, appointments and location.
  • All room rates, special packages and promotions
  • Daily house count and expected arrivals/departures.
  • Room availability status for any given day.
  • Scheduled in-house group activities, locations and times.
  • All resort and departmental policies and procedures
• Access all functions of the computer system.
• Supervises activities of all Security Office, Employee Entrance and Patrol Officer operations as outlined in the Standards of Performance Manual for Security Officers
• Performs Department training related activities
• Thoroughly understands all Hotel Emergency Response Procedures and assists in the coordination of all emergency response activities
• Oversees access control activities at all facility employee entrances, ensures that only authorized individuals enter
• Ensures maintenance of visitor sign-in/out logs and issuance of temporary passes to visitors/vendors
• Oversees inspection of all packages entering and exiting through facility employee entrances, denies access to or removal of unauthorized materials
• Oversees verification that all materials leaving facilities are accompanies by a completed, signed package removal pass, confiscates and turns over to management, all materials not properly authorized
• Maintains signature lists of Management personnel authorized to sign package removal passes
• Supervises/Patrols front of house, back of house and exterior hotel areas, reporting any safety or security hazards, unacceptable behavior, or suspicious persons to General Manager or Owner for direction and resolution
• Supervises/Monitors CCTV cameras, radio communications, and Fire Control Computers
• Documents all security related issues and assistance provided in appropriate Security reports
• Oversees lost and found activities in accordance with hotel policies
• Enforces hotel rules/regulations in accordance with Employee Manual and hotel policy
• Monitors and ensures compliance to hotel key control policies by all employees
• Investigates breeches in security and guest and employee accidents
• Questions witness' to incidents, examines incident scenes, gathers evidence/ data to assist in determination of cause and identification of areas where corrective actions are indicated
• Performs lock interrogation operations whenever necessary as part of departmental incident investigation
• Assists in periodic locker/wardrobe bag inspections
• Assists GM/ Owner in performance of periodic safety and security inspections
• Works closely with GM/ Owner to identify areas of potential loss/liability
• Assists GM/ Owner in development of loss prevention procedures/policies
• May assist in obtaining materials from Storeroom areas during non-operating hours.
• Ensures that all after hour storeroom entries are documented, and that the reason for entry is indicated and that proper requisitions are obtained for all items removed
• Assists other hotel employees in applying Bloodborne Pathogen Exposure Control policies
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Ensure that current information on rates, packages and promotions is available a