Front Office Supervisor

Primary Objective: 

To increase customer satisfaction and room revenue by maintaining a professional and efficient operation of all Front Office procedures in accordance with the standards of Luxe Hotels.

Performance Expectations:

• Supervises assigned operational functions within the department consistent with the strategic plan, the fiscal budget, and the company’s short-term and long-term profitability objectives.

• Supervises the delivery and measurement of guest service standards consistent with the established guidelines/brand standards.

• Supervises accountability process for the Front Office; ensures compliance with budgetary guidelines, company policies, established departmental guidelines/standards, and legal requirements.

• Supervises Human Resources responsibilities for the Front Office employees.

• Creates a work environment that promotes teamwork, recognition, mutual respect, and employee satisfaction.

• Works closely in mentoring/coaching Front Office staff with additional tasks/responsibilities to optimize advancement opportunities available for subordinate staff.

• Monitors Front Office employees’ work schedules, enforces break/lunch schedules, provides early-outs and overtime based on budgetary guidelines, volume, forecasts, and departmental needs.

• Monitors Front Office employees’ activities for quality assurance. Evaluates employee performance and provides coaching when applicable; assists with annual performance evaluations as needed.

• Maintains complete knowledge of, and complies with, all departmental policies, service, procedures, and standards.

• Develops/maintains current knowledge/familiarity with all hotel services/features and local attractions to respond to guest inquiries.

• Provides guest resolution for all issues/concerns beyond the scope of authority designated to Front Office employees, in an expedient and professional manner, exceeding expectations, and ensuring guest satisfaction.

• Assists the Front Office Manager/MOD with daily administrative duties, as needed/requested.

• Promotes a free exchange of ideas among employees to continuously improve guest service and job satisfaction.

• Advises management of any discrepancy, potential security issue, and/or area of concern which may have a negative impact on the department/property.

• Maintains constant awareness of safety and accident prevention.

• Ensures all equipment and work areas are kept stocked, clean, neat, and in working order.

• Inventories supplies and ensures necessary items are ordered, as needed.

• Completes all projects assigned by management in a timely and professional manner.

• Establishes and maintains effective working relationship with all departments within the property.

• Performs assigned duties during emergencies. Ability to work under pressure, or in an emergency, in a clam and rational manner.

• Assists in training Front Office employees, as necessary, to ensure departmental standards are met.

• Performs all of the functions of a Front Office employee at a high level of expertise, offering technical guidance/assistance as needed.

• Performs other job related duties as assigned.

• Keeps supervisor fully informed of all problems or matters of significance.

• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.

• Maintains a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working environment.

• Adheres to company policies and procedures.

• Attends work as scheduled.

• Follows hotel’s dress and grooming standards.

• Minimizes safety hazards by following all safety rules and procedures.

• At all times, projects a favorable image of Luxe Sunset Boulevard Hotel to the public.

Physical Requirements: 

• Pushing/Pulling: Average weight 30lbs constantly

• Lifting/Carrying: Average weight 30lbs constantly

• Standing/Walking: Constantly

• Kneeling/Crawling: Occasionally

• Reaching: Occasionally