Front Desk Supervisor - The Armstrong Hotel

About Us

The Yarrow Group is a collection of independently spirited and branded hotels focused on remarkable hospitality™. We see every day as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values and commitments are at the core of every decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors.

OUR VALUES

We Engage and We Listen

We Care and We Own

We Provide and We Ensure

We Appreciate and We have Fun

Position Overview:

The Front Office Supervisor handles front office personnel and ensures quality customer service. They will oversee the daily service operations for hotel rooms and the execution of the daily reservation system and billing/reconciling receipts. The position manages front desk agents and valet staff, schedules employees and handles employee issues. They are expected to handle guest complaints and train front desk staff. A Front Office Supervisor also compiles reports for management, including occupancy reports and financial information. The position relies on experience and judgment to plan and accomplish goals and perform a variety of tasks. The Front Office Supervisor leads and directs the work of others; a wide degree of creativity and latitude is required.

Perfect Opportunity to build your perfect team of front office associates who are:

• Innovative
• Self-Assured
• Harmonious
• Personally Engaged & Professionally Invested
• Able to view Work as a Lifestyle

Candidate Attributes

We are currently seeking a Front Office Supervisor who possesses the following exceptional skills and attributes:

• Acts the part by being clever, professional, and setting a positive example
• Readily available and approachable to all guests and associates
• Creates energy by being upbeat, fun loving, and engaging
• Embodies and creates a spirit of making work a lifestyle rather than “just a job”

Ideal Candidate Requirements

• Previous Hotel Front Office experience is REQUIRED

Requirements

Qualifications:

• Knowledge of office and record-keeping practices and procedures, the use of office machines, and rules of English grammar and composition.
• Must possess an attention to detail.
• Ability to provide excellent customer service and a solution for any situation
• Able to perform light maintenance
• Pleasant and professional at all times in any circumstance
• Flexible schedule with a willingness to work MOD shifts and emergency front desk shifts

Responsibilities:

• Oversee the emailing program for pre-arrival and post-stay emails
• Handle scheduling for front desk and valet staff and cover vacations as needed
• Able to work all front desk shift types and perform all tasks required of your employees
• Oversee the Stay@ email account to follow up with guest requests and questions
• Oversee the monthly Newsletter that is emailed to all incoming guests
• Communicate clearly and effectively with the Housekeeping and Maintenance staff on a daily basis
• Maintain familiarity with hotel layout, including location of guest rooms, laundry room, guest laundry, storage, and any other areas involved with meeting a guests’ needs.
• Check online reservations and Booking.com reservations to ensure accurate reservation information and note special requests. Follow up with online reservations if needed.
• Move reservations as needed to benefit the waitlist, extended stay reservations, special requests, or group reservations.
• Check the daily housekeeping report for appropriate guest notes and remove unnecessary/old notes before printed for the housekeeping staff.
• Oversee the waitlist
• Assist with after hour calls as necessary.
• Hire, train, counsel, and terminate staff as needed.
• Check daily reservations and follow up with reservations and/or agents as needed.
• Work with the Director of Sales to ensure group reservations are being handled accordingly; offer assistance if needed with rooming lists or waitlists.

Qualifications:

Education: High School diploma, general education degree or international equivalent required.

Work Experience: Previous leadership skills of at least 2 years required

Supervisory Responsibilities: Responsible for supervision and security of our front desk staff and guests.

Note:

This job description in no way states or implies that these are the only duties to be performed by the

employee occupying this position. Employees will be required to perform any other job-related duties

assigned by their supervisor.

Benefits

• Paid Time Off (Vacation, Sick & Public Holidays)
• Health Care Plan (Medical, Dental & Vision)
• Training & Development
• Retirement Plan (401k, IRA)
• Short Term & Long Term Disability
• Life Insurance (Basic, Voluntary & AD&D)
• Wellness Resources