Front Office Supervisor
Company: Aloft Anchorage Midtown
Location: Anchorage
Posted on: March 17, 2023
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Job Description:
Front Office Supervisor Job Description
Aloft Anchorage Midtown
Position Purpose: The Front Office Supervisor is responsible for
ensuring all guests are greeted promptly and with courteous
service. The Front Office Supervisor is responsible for training of
front desk associates, being proficient in our property management
system, address guest complaints or issues, and ensures a smooth
and efficient front office operation. Checks guests out of the
hotel. Assists with ordering and scheduling. Upgrades guests, as
required. Promotes hotel services, amenities and upsells products
to the guests. Strives for excellent guest satisfaction and works
with their team to ensure guests are taken care of efficiently and
with positively outrageous service.
Full-Time Positions
Full-Time Benefits:
* Medical, Dental and Vision coverage
* Life Insurance
* Paid personal time off
* Leadership and Management Training Programs
* 401K Retirement Plan
* A PATH for your future!
* Discounted room rates
* A FUN PLACE TO WORK
* Access to voluntary benefits, including discount in pet
insurance, cell phones, Travel & Entertainment and Health &
Wellness programs.
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ESSENTIAL FUNCTIONS
- - - - - - - - - - Trains front office staff of the proper check
in/ check out procedures per hotel standards.
- - - - - - - - - - Ensures outstanding customer service at all
times.
- - - - - - - - - - Maintains a friendly and professional demeanor
at all times.
- - - - - - - - - - Handles stressful situations calmly.
- - - - - - - - - - Supervises daily shift processes to ensure all
team members adhere to standard operating procedures and are
friendly and attentive to all guests needs.
- - - - - - - - - - Resolves customer issues quickly and
efficiently to maintain a high level of guest satisfaction
- - - - - - - - - - Builds strong relationships with all associates
and departments.
- - - - - - - - - - Maintains a high level of communication with
all departments and the general manager
- - - - - - - - - - Produces front desk schedules
- - - - - - - - - - Assists in order of front office supplies and
market items
- - - - - - - - - - Actively works the desk and completes the
registration process by inputting and retrieving information from
our property management system. Confirms pertinent information
including number of guests and room rate. Codes electronic keys.
Non-verbally delivers the room number. Provides friendly service
while making sure to hit all required steps of check in and check
out per hotel and Marriott standards.
- - - - - - - - - - Assists guest with check out payments or
charges. Accepts and records vouchers, credit, traveler's checks,
and other forms of payment.
- - - - - - - - - - -Greets customers immediately with a friendly
and sincere welcome. Use a positive and clear speaking voice,
listen to understand requests, respond with appropriate action and
provide accurate information such on outlet hours, special VIP
programs, events, etc.
- - - - - - - - - - Receives special requests from guests, and
responds appropriately or forwards requests to appropriate
department or manager for decisions and actions.
- - - - - - - - - - Receives special requests from guests, and
responds appropriately or forwards requests to appropriate
associates for decisions and actions.
- - - - - - - - - - Promptly answers the telephone and email
inquiries. Inputs messages into the computer and advises other
associates of special guest needs. Retrieves messages and
communicates the content to the guest. Retrieves mail, packages and
facsimiles or other special items for customers as requested.
- - - - - - - - - - Empathize and Listen to guest issues,
conducting through research to develop the most effective solutions
and negotiate results. Listen and extend assistance in order to
resolve problems such as price conflicts, insufficient heating or
air conditioning, etc. Remain calm and alert especially during
emergency situations and heavy hotel activity. Plan and implement
detailed steps by using experienced judgement and discretion.
- - - - - - - - - - Ensures safety and security at all times.
- - - - - - - - - - Works nights and weekends as the MOD
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SUPPORTIVE FUNCTIONS In addition to performance of the essential
functions, this position may be required to perform a combination
of the following supportive functions, with the percentage of time
performing each function to be solely determined by the Manager
based upon the particular requirements of the company.
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- - - - - - - - - Attempts to communicate with guest in guest's
native language, if applicable.
- - - - - - - - - Remains calm and alert, especially during
emergency and/or heavy hotel activity, and resolve complications
such as location changes or credit issues.
- - - - - - - - - Assist with van driving as needed
Operate various office machines
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SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and
abilities and be able to explain and demonstrate that he or she can
perform the essential functions of the job, with or without
reasonable accommodation.
--- Considerable skill in the use of a calculator to prepare
moderately complex mathematical calculations without error.
--- Ability to effectively deal with internal and external
customers, some of whom will require high levels of patience, tact
and diplomacy to defuse anger, collect accurate information and
resolve conflicts. --- Ability to read, listen and communicate
effectively in English, both verbally and in writing. --- Ability
to access and accurately input information using a moderately
complex computer system.
NOTICE: Standing, bending, stooping, and lifting weights up to and
including 20 lbs. may be required. The hospitality business
functions seven (7) days a week, twenty-four hours a day. In
addition, this is a hospitality business and a hospitable service
atmosphere must be projected at all times.
Upon employment, all associates are required to fully comply with
JL Hospitality Management rules and regulations for the safe and
efficient operation of hotel facilities. -
JL Hospitality Management, LLC is an equal opportunity employer. JL
Hospitality Management, LLC does not discriminate in employment on
account of race, color, religion, national origin, citizenship
status, ancestry, age, sex (including sexual harassment), sexual
orientation, marital status, physical or mental disability,
military status or unfavorable discharge from military service.
-JB.0.00.LN
Keywords: Aloft Anchorage Midtown, Anchorage , Front Office Supervisor, Administration, Clerical , Anchorage, Alaska
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