Millennium Hotels and Resorts
Direct message the job poster from Millennium Hotels and Resorts
Corporate Human Resources Manager at Millennium Hotels and Resorts
Primary Objective of Position Act as a direct support to the Front Office Manager in directing and supervising the entire front office operation, encompassing the front desk and bell services. The Front Office Supervisor is to provide the highest level of efficient and courteous service possible, while maintaining acceptable profit levels. EXAMPLES OF DUTIES: Essential Functions: Assist the hotel in increasing its profitability by watching payroll and increasing room and incidental revenue whenever possible. Monitor daily staffing levels from a guest service and profitability standpoint. Communicate thoroughly with the front office team, making sure that the systems in place are being properly utilized. (Ex: logbook, group resume book, and memo board) Observe team performance, encourage, and motivate team consistently. Maintain a professional relationship with the front office team at all times. Complete appropriate disciplinary actions and communicate all said actions to the Front Office Manager. Exemplify the hotel’s standards for superior guest service. Continually coach front office team members toward reaching a higher level of guest service. Review group resumes as they are distributed from the sales office, as well as VIP reservations. Bring up any questions to the group’s sales manager or the Front Office Manager. Also, inform the front office team of any special instructions that they should be aware of. Assure that faxes and packages are being handled correctly and that guests are receiving them in a timely fashion. Also, consistently review wake up call procedures. Supervise the check-in and checkout process to make sure that the Millennium Service Standards are being followed. Coach team members on exemplifying superior guest service. Motivate front office team members to excel in their daily guest service routines, and to learn to anticipate guest needs. Promote clear lines of communication with concierge, bell desk, reservations and other vital departments. Ability to handle certain amounts of cash drawer and effectively performs cash out procedures. Remain calm and alert during emergencies at the hotel. Insure that all members of the team are thoroughly trained with fire panel and evacuation procedures. Ability to recognize and print out emergency contingency reports for the hotel. Field guest complaints and opportunities, and conduct research when necessary, negotiate the most effective results and make sure that the problem and solution are followed up with the Front Office Manager. Attend all manager’s and front office meetings. Assist the Front Office Manager wherever needed with tasks such as payroll, forecasting purchasing, training, disciplinary measures, and performance reviews. Review hotel occupancy and selling strategies with Front Office Manager and Revenue Manager. Daily review of VIP’s, out-of-order rooms, walk aroung, as well as nightly monitoring of the Windsurfer and Opera reservation system. OTHER: Conduct daily overview with the Front Office Manager and Supervisor regarding operational opportunities and/or specific concerns relating to guest service. Thoroughly review “Special Requests” on the daily-expected arrival report and insure that the rooms are properly assigned. Insure that safety and security requirements, policies and procedures are maintained in all areas of the front office. Maintain a constant presence in all guest contact areas of the front office, adjusting staffing levels when appropriate. Communicate with team members to answer questions and provide clear directions to attain desired results. Assist the Front Office Manager in conducting a 40hour training plan of new hire employees, as well as the constant updating and development of the Front Office Training Manual. 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 supervisor based upon the particular requirements of the hotel. Coach and monitor the development of the Front Office agents to ensure career development and motivation. Ensure that performance meets all expectations of the hotel. Assist front office in any other administrative tasks as needed such as operational support as required by the manager. Maintain an open line of communication between guests, staff members and management. SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY The individual must possess the following job 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, using some other combination of skills and abilities. Skill to effectively delegate tasks. Ability to effectively deal with a guest and employee concern in a friendly and positive manner. This involves listening to the nature of the concern, demonstrating empathy with the customer or employee and providing positive and proactive solutions. Ability to access, read and accurately input information using a moderately complex computer system to include software such as Excel and Word. Ability to make accurate mathematical calculations using 10 key. Analytical ability sufficient to assess trends and make relevant decisions. Ability to communicate effectively both orally and in written form. QUALIFICATION STANDARDS Working Environment / Physical Activities: Inside with protection from weather but not necessarily changes in temperature. Work area may be confined space with frequent interruptions and considerable background noise from office machines, telephones and conversations. Lifting 20lbs. maximum with frequent lifting and carrying of objects weighing up to 10lbs. Requires walking and standing to a significant degree and can require long periods of sitting. Repetitive motion of hands, wrists and fingers as relates to the use of a computer keyboard. Physical activities include walking, talking, seeing, hearing, standing, sitting, bending, reaching, feeling, pushing, pulling, grasping and holding. The ability to recognize errors in recorded information. Other: Regular attendance in conformance with the established standards as it is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. Upon employment, all employees are required to fully comply with rules and regulations as set forth by the Millennium Hotels & Resorts for the safe and efficient operation of hotel facilities. Employees who violate company rules and regulations will be subject to disciplinary action, up to and including termination. Education: College degree required or any combination of education and experience equivalent to graduation from high school and college and any other combination of education, training or experience that provides the required knowledge skills and abilities. Experience: Two years front office hotel experience in a similar size operation preferred. Seniority level
Seniority level Associate Employment type
Employment type Full-time Job function
Job function Customer Service Industries Hospitality and Hotels and Motels Referrals increase your chances of interviewing at Millennium Hotels and Resorts by 2x Inferred from the description for this job
Medical insurance Vision insurance Get notified about new Front Desk Supervisor jobs in
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Primary Objective of Position Act as a direct support to the Front Office Manager in directing and supervising the entire front office operation, encompassing the front desk and bell services. The Front Office Supervisor is to provide the highest level of efficient and courteous service possible, while maintaining acceptable profit levels. EXAMPLES OF DUTIES: Essential Functions: Assist the hotel in increasing its profitability by watching payroll and increasing room and incidental revenue whenever possible. Monitor daily staffing levels from a guest service and profitability standpoint. Communicate thoroughly with the front office team, making sure that the systems in place are being properly utilized. (Ex: logbook, group resume book, and memo board) Observe team performance, encourage, and motivate team consistently. Maintain a professional relationship with the front office team at all times. Complete appropriate disciplinary actions and communicate all said actions to the Front Office Manager. Exemplify the hotel’s standards for superior guest service. Continually coach front office team members toward reaching a higher level of guest service. Review group resumes as they are distributed from the sales office, as well as VIP reservations. Bring up any questions to the group’s sales manager or the Front Office Manager. Also, inform the front office team of any special instructions that they should be aware of. Assure that faxes and packages are being handled correctly and that guests are receiving them in a timely fashion. Also, consistently review wake up call procedures. Supervise the check-in and checkout process to make sure that the Millennium Service Standards are being followed. Coach team members on exemplifying superior guest service. Motivate front office team members to excel in their daily guest service routines, and to learn to anticipate guest needs. Promote clear lines of communication with concierge, bell desk, reservations and other vital departments. Ability to handle certain amounts of cash drawer and effectively performs cash out procedures. Remain calm and alert during emergencies at the hotel. Insure that all members of the team are thoroughly trained with fire panel and evacuation procedures. Ability to recognize and print out emergency contingency reports for the hotel. Field guest complaints and opportunities, and conduct research when necessary, negotiate the most effective results and make sure that the problem and solution are followed up with the Front Office Manager. Attend all manager’s and front office meetings. Assist the Front Office Manager wherever needed with tasks such as payroll, forecasting purchasing, training, disciplinary measures, and performance reviews. Review hotel occupancy and selling strategies with Front Office Manager and Revenue Manager. Daily review of VIP’s, out-of-order rooms, walk aroung, as well as nightly monitoring of the Windsurfer and Opera reservation system. OTHER: Conduct daily overview with the Front Office Manager and Supervisor regarding operational opportunities and/or specific concerns relating to guest service. Thoroughly review “Special Requests” on the daily-expected arrival report and insure that the rooms are properly assigned. Insure that safety and security requirements, policies and procedures are maintained in all areas of the front office. Maintain a constant presence in all guest contact areas of the front office, adjusting staffing levels when appropriate. Communicate with team members to answer questions and provide clear directions to attain desired results. Assist the Front Office Manager in conducting a 40hour training plan of new hire employees, as well as the constant updating and development of the Front Office Training Manual. 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 supervisor based upon the particular requirements of the hotel. Coach and monitor the development of the Front Office agents to ensure career development and motivation. Ensure that performance meets all expectations of the hotel. Assist front office in any other administrative tasks as needed such as operational support as required by the manager. Maintain an open line of communication between guests, staff members and management. SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY The individual must possess the following job 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, using some other combination of skills and abilities. Skill to effectively delegate tasks. Ability to effectively deal with a guest and employee concern in a friendly and positive manner. This involves listening to the nature of the concern, demonstrating empathy with the customer or employee and providing positive and proactive solutions. Ability to access, read and accurately input information using a moderately complex computer system to include software such as Excel and Word. Ability to make accurate mathematical calculations using 10 key. Analytical ability sufficient to assess trends and make relevant decisions. Ability to communicate effectively both orally and in written form. QUALIFICATION STANDARDS Working Environment / Physical Activities: Inside with protection from weather but not necessarily changes in temperature. Work area may be confined space with frequent interruptions and considerable background noise from office machines, telephones and conversations. Lifting 20lbs. maximum with frequent lifting and carrying of objects weighing up to 10lbs. Requires walking and standing to a significant degree and can require long periods of sitting. Repetitive motion of hands, wrists and fingers as relates to the use of a computer keyboard. Physical activities include walking, talking, seeing, hearing, standing, sitting, bending, reaching, feeling, pushing, pulling, grasping and holding. The ability to recognize errors in recorded information. Other: Regular attendance in conformance with the established standards as it is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. Upon employment, all employees are required to fully comply with rules and regulations as set forth by the Millennium Hotels & Resorts for the safe and efficient operation of hotel facilities. Employees who violate company rules and regulations will be subject to disciplinary action, up to and including termination. Education: College degree required or any combination of education and experience equivalent to graduation from high school and college and any other combination of education, training or experience that provides the required knowledge skills and abilities. Experience: Two years front office hotel experience in a similar size operation preferred. Seniority level
Seniority level Associate Employment type
Employment type Full-time Job function
Job function Customer Service Industries Hospitality and Hotels and Motels Referrals increase your chances of interviewing at Millennium Hotels and Resorts by 2x Inferred from the description for this job
Medical insurance Vision insurance Get notified about new Front Desk Supervisor jobs in
Boston, MA . Front Desk Supervisor - DoubleTree by Hilton Boston Downtown
Hotel Front Desk Supervisor - Courtyard by Marriott, Littleton, MA
Candlewood Suites Boston North Shore Danvers - Front Desk Supervisor
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr