Front Office Supervisor - Comfort Inn JFK

Front Office Supervisor Location: Comfort Inn JFK Airport 132-15 150th Ave, Jamaica, NY 11430 SUMMARY: To assist guests efficiently, courteously and professionally with Guest Service-related functions. To maintain high standards of service and hospitality. To perform assigned tasks such as scheduling and ensuring that all GSAs are maintaining high levels of customer service. RESPONSIBILITIES: Provide the highest quality of service to the customer at all times. Check guests in and out efficiently and in a friendly manner. Handle guest mail and messages per established procedure. Develop a thorough knowledge of hotel staff, room locations, room rates, amenities, and selling strategies. Take reservation requests efficiently. Keep current hotel accommodations, services and local attractions. Answer switchboard in accordance with standards of proper telephone etiquette. Block rooms and handle special requests. Monitor room availability and offer AGM and GM assistance in yield management and restrictions. Encourage day to day selling of guest accommodations and promote hotel amenities, food & beverage outlets, hotel services and loyalty programs. Handle all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction. Assist Management in scheduling, training and evaluating front office employees. Provide on-going feedback and guidance to front office employees. Monitor front office processes and suggest improvements to management. Serve as model of exemplary customer service for other front office employees. Ensure through reporting and observation that billing and cash are handled according to hotel procedures and good accounting. Complete detailed shift reports. Stock and replenish front office tools and materials. Stay current with developments in the hotel by reviewing and updating the communication log. Prepare end of shift summaries and communications for management and other shifts. Be able to stand for extended periods, walk, push, lift to 25 pounds, bend and reach, stoop, kneel, or crouch. Handle safe deposits by guests per established procedure. Keep the lobby and desk area clean and presentable. Have a thorough knowledge of emergency and security procedures. Know how to clean guestrooms to standards. Clean back-office area as requested by management. Open and close shift, make cash drops. Ensure all credit cards, cash and change funds are balanced throughout each shift. Inform management of any guests or systems related complaints or problems. Keep maintenance informed of all maintenance needs. Pass on guest lost and found inquiries to management. Wear a proper uniform and nametag in accordance with the Standards of Appearance. Prepare daily deposits, compare deposited monies to funds reported at the desk, and follow up on any discrepancies. Complete weekly front desk scheduling based on forecasted occupancy. Must be able to answer questions that GSRs may have. Must be able to cover any call-off shift as per proper chain of command. Each associate will be required to follow the rules as found in the M&R Employee Handbook Perform other duties as assigned by management, of which the employee can perform. Requirements: Minimum two years in hotel front desk position required Previous management experience required Able to collaborate effectively with other hotel employees and managers to ensure teamwork High school diploma or GED required, bachelor's degree preferred Strong organizational skills, critical thinking skills, problem solver Strong computer systems skills including; reservations and reporting systems Strong Microsoft Office suite and reporting system skills Must work well in stressful, high-pressure situations Must be able to accurately follow verbal and written instructions and communicate effectively Work well independently or as part of a team Willing to work a flexible schedule including weekends and holidays