Front Office Supervisor $27.00/hr

The Front Office Supervisor is responsible for supporting the Front Office Manager with the successful operation and administration of Front Office and staff to ensure that departmental goals and objectives are met. This leadership role will as needed support as a Manager on Duty, responding to guest incidents as well as emergency situations. Oversees Front Desk, Guest Services (Bell, Valet) and Concierge.

The Front Office Supervisor is responsible for ensuring that all Front Office operations are carried out seamlessly and consistently; facilitating a seamless and elevated guest experience from pre-arrival through departure. The role’s focus includes but is not limited to supervision, training/ development, coaching/ disciplinary corrective action, and policy implementation and enforcement; while also developing elevated quality standards for Front Desk, Guest Services (Bell, Valet) and Concierge.

• Supervise the activities and the service delivery levels of the Concierge, Guest Services Agents, and Front Desk Teams.
• Demonstrate comprehensive knowledge of rooms, service, facilities, including personnel, features and hours of operation.
• Provide direct service to guests as needed, including, but not limited to, checking in guests, answering phones, billing, reservation adjustments, etc.
• Ensure the line-level staff are properly trained to standards and able to carry out the operations of each function of their department.
• Directly contact respective personnel and relay any deficiencies that are to be corrected. Coach, counsel and discipline as needed and effectively recommend suspension and/or termination.
• Enforces compliance for cash handling policies.
• Maintains consistent operating procedures.
• Responsible for enhancing the product and service that is presented to the guest.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.
• Maintains Guest Glitch Reports and ensures proper follow-up accordingly.

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 hotel:

• Ensure that cleanliness and condition of each area meets designated hotel standards and the appropriate inspections are carried out on a consistent basis. 
• Move throughout operation to visually monitor and take action to ensure guest experience and service standards are met. Ensure compliance aligned to partnered audit standards.
• Interact positively with customers promoting hotel facilities and services. Resolve problems to the satisfaction of involved parties.
• Assist in organizing and conducting pre-shift and departmental meetings communicating pertinent information to the staff, such as pre-arrival and daily operational information and guest recovery opportunities.
• Works collaboratively with supervisors and managers to continually enhance and advance the hotel’s goals and operations.
• Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction. 
• Additional duties as necessary and assigned. 

• High school or equivalent (GED) education required.
• At least 2 to 3 years of progressive experience in a hotel environment required. 
• Previous supervisory or leadership role experience preferred.
• Significant attention to detail and strong verbal/ written communication skills critical.
• Computer skills (Microsoft Office 365) required; experience with OPERA Cloud, Nuvola/ Alice, EZFacility, Sertifi, and Salto preferred. 
• Must possess a valid US driver’s license.

Beyond the below listed requirements, this role may be required to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form; facilitate problem resolution involving several variables.

• Must be able to speak, read, write and understand English.
• Shows personal control in front of guests by maintaining a positive attitude, staying calm and patient, avoiding use of negative language, and never displaying frustration.
• Maintain discretion and security for the hotel and guests.
• Have a flexible schedule that can work any shifts in addition to supporting with needed staffing coverage in the instance of call-offs (including Overnight/ Night Audit).
• Must possess basic computer and technology operation skills.
• Excellent communication skills; for both internal and external functions.
• Ensure all Front Office quality standards (including partnered affiliates) are complied with and that policies and procedures are consistently applied.
• Responsible for the financial management of the operation. Maintain profitability of the Front Office and Guest Services departments to support overall hotel operation.
• Considerable knowledge of complex mathematical calculations and computer accounting programs.
• Maintain accurate cash handling procedures.
• Handle all disciplinary counseling as needed in accordance to policy.
• Motivate staff and establish a productive and positive work environment.
• Follow and support Salamander Vision, Mission Statement and Core Values.
• Follow the company’s employee handbook for rules and regulations.
• Serve as Manager on Duty when Front Office Manager and Asst Director of Rooms are absent.

• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Must be able to stand and exert well-paced mobility for up to 4 hours or more in length.
• Must be able to exert well-paced ability to reach other departments and locations of the hotel on a timely basis.
• Must be able to easily use golfcarts to facilitate luggage transfer for guests.
• Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks.
• Must be able to bend, squat and lift up to 75 lbs. on a regular and continuing basis.
• Must be able to maneuver carts and equipment weighing up to 250 lbs. on a regular and continuing basis.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Requires manual dexterity to use and operate all necessary equipment.

• Most work tasks are performed indoors. The temperature generally is moderate and controlled by hotel environmental systems; however, must be able to work in extreme temperatures, i.e. The Front Drive (-2°F) or Golfcart operations (+90°F), possibly for one hour or more. 
• Must be able to change activity frequently and cope with interruptions. 
• Must be able to exert well-paced ability in limited space and to reach other departments of the hotel on a timely basis. 
• Must be able to work effectively in a stressful environment, communicate with others, effectively handle/ assist customers and accept constructive criticism from supervisors. 
• Most tasks are performed in a team environment with the Front Office Manager acting as the primary directive provider – based on operationally and financially backed information. There is minimal direct supervision. 
• Perform any general cleaning tasks in public areas using standard hotel cleaning products to adhere to health standards. 
• Ensure that all operations departments and employees comply, on a consistent basis, with all Fire Department Safety codes and OSHA guidelines.

Benefits for full-time employees include but are not limited to the following with an employee contribution: Medical, Dental, Vision, Short-term Disability, and Long-term Disability after 90 days of employment. Employer-provided Basic Life Insurance and Basic AD&D are provided after 90 days of employment. 401K eligibility is available to full-time employees after 90 days of employment, part-time employees can qualify to participate in a 401(k) plan after two consecutive years of working at least 500 hours. Currently, 401K Match is $0.50 on the $1.00 of an employee’s contribution up to 6%; there is a 5-year vesting period. Applications for all positions are accepted on an ongoing basis.

Salamander Collection is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. Salamander is a drug-free workplace and participant in E-Verify.