Front of the House Supervisor

Job Description
Purpose:          To oversee all areas of operation relating to the guest experience for Front Desk, PBX and Bell/Door including delivery of Concierge services. Work with the Valet Parking vendor’s management and staff to ensure quality Valet Parking and bell operations. To oversee all systems and controls aspects of the Front Office. To oversee the development of all Front Office Heartists.
 
Reports to:      Director of Rooms, Front of the House Manager, and Front of the House Assistant Manager
 
Essential Functions:   
 
   Maintain standards of guest services and a consistent guest experience as documented by GSS reports, Trip Advisor and AAA ratings.
 
  To ensure the accuracy of the Front Desk, Reservations, PBX records with direct and open lines of communications to other departments within the hotel.
 
  Through proper Front Office rooms merchandising procedures, to ensure management of the rate structure, via Front Office salesmanship, and meet or exceed average rate goals of the hotel as well as total rooms revenue.
 
  To ensure all Front Office systems and controls procedures comply with corporate policy and procedures, as evidenced by "Goal" Audits, and minimum levels of bad checks and bad debts.
 
  To ensure all Front Desk payroll costs and other expenses are properly monitored and controlled in accordance with budgets and monthly updates.
 
  To maintain open and clear communication with all internal departments.
 
  In conjunction with night audit staff, ensure timely and accurate reporting of daily operating results and statistical information as related to revenue and expenses.
 
Supervises all front desk and PBX Heartists and front of the house areas.
 
Supervises the lobby shop and performs inventories.
 
Attends morning line-ups prepared with relevant information for the day.
 
Responsible to review all VIP arrivals and All members.
 
Ensure guests are been advise of loyalty program.