The Front Office Supervisor reports directly to the Front Office Management Team and is responsible for assisting the Front Office Management Team in leading the Front Office and overseeing all guest experiences within the department.DUTIES AND RESPONSIBILITIESCreate a genuine, informative, and personalized guest experienceUse the guest’s name whenever possible and appropriateMaintain complete awareness of facilities, hours of operation, emergency procedures and rules of conductCoordinate and execute all guest requests and questions in a timely mannerMaintain complete knowledge of property and other information including the following:All facilities/services offered and hours of operationAll unit types, layout, decor, attributes and locationsDaily stats, including availability, arrivals, amd departuresEntertainment/special events scheduled on the property and in the areaDirections to the property from airports and other major landmarksGeneral information, descriptions, and directions for local service, restaurants, skiing, hiking and other points of interestPre-register designated guests and prepare key packets, etc.Verify and adjust billing Merge duplicate profiles and ensure that all company standards are upheld regarding formatting of profile notesAttend key meetings such as Resume meetingsCommunicate with Housekeeping regarding status of guest queue roomsDesignated departmental trainer for new team members and providing ongoing training for current team.Ensure all guest needs are met throughout their stay. Engage guests in a gracious and professional manner as they come in contact with the guest reception areaAssist and ensure effective guest challenge resolution. Work closely with fellow guest services associates and other departments to resolve any challenges; ensure follow-through and exceed guest expectations whenever possibleProvides support to the front desk, guest services and other departments in the daily operational duties for these areasBe the acting Manager in lieu of the Front Office Manager or Director of Rooms when handling guest issues.Follow all Auberge Service Standards Capture and record guest data and preferences into the PMSAnswer department telephones within three rings, using correct greeting and telephone etiquetteAssist Pre-Arrival Curator with last minute dining, spa and experience bookings for guestsMaintain the assigned Bank and ensure accuracy of contracted cash. Keep Bank secure at all timesAccess all functions of the computer system(s) according to established procedures and standards.Set up a work station with necessary supplies; maintain cleanliness throughout the shift. Communicate shortages to Management.
