Position SummaryThe role of Front Office Supervisor requires an individual the ability to provide superior guest service in a fast-paced, hotel environment, ensuring 100% guest satisfaction; overseeing PBX and Front Office Operations.The Radisson Hotel Seattle Airport, located across the street from Seattle-Tacoma International Airport (SEA), is looking for looking for an energetic individual to our Front Office team as a Front Office Supervisor. Our exciting and fast paced hotel offers a break from the repetition, with no two days that are ever the same. We are proud to offer package that includes competitive pay, generous vacation package, 8 paid holidays, and excellent benefit package for fulltime employees. PAY DETAILS:Hourly Wage of $23.50Key ResponsibilitiesReceives and processes incoming guests
Ensure a delightful, seamless arrival and departure for our guests.
Greets guest and processes hotel registration and other transactions
Keeps current on hotel accommodations, services and local attractions
Handles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction
Records resolutions to guest complaints on the “Make it Right” log
Works with other departments as appropriate to arrange for services requested by the guest
Stays current with developments in the hotel by reviewing and updating the communication log
Prepares end of shift summaries and communications for management and other shifts
Encourages day to day up selling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services and loyalty program
Makes reservations in accordance with hotel’s yield management practices
Processes customer credit at check-in in accordance with hotel policy and data privacy policy standards
May be responsible for answering and fielding all calls to the hotel, both internal and external
Identifies and records special billing instructions and notifies Accounting
Obtains appropriate approvals and signatures for guest transactions
Follows hotel policy on cash banks
Maintains confidentiality of guest information
Supervises Front Office Operation and Employees
Assists Management in scheduling, training and evaluating front office employees
Provides on-going feedback and guidance to front office employees
Monitors front office processes and suggests improvements to management
Serves as model of exemplary customer service for other front office employees
Ensures through reporting and observation that billing and cash are handled according to hotel procedures and good accounting
Completes detailed shift reports
Pro-actively prepares for hotel events to provide great customer service
Stocks and replenishes front office tools and materials
Develops and implements strategies and practices which support employee engagement
Communicates performance expectations and provides employees with on-going feedback
Provides employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potential
Creates 100% guest satisfaction by providing the Radisson experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations:
Gives personal attention, takes personal responsibility and uses teamwork when providing guest service.
Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.
Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis.
Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction.
Performs other duties as required by management to provide 100% Guest Satisfaction and genuine hospitality to our Guests.
Performs other duties as required by management to provide 100% Guest Satisfaction and genuine hospitality to all guestsRequirements
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 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
Works well independently or as part of a team
Strong attention to detail
Strong mathematical and organizational skills required
Commitment to exceptional guest service
Willing to work a flexible schedule including weekends and holidays
Adheres to the policies and procedures of the hotel
Requirement/Skills 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 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 Works well independently or as part of a team Strong attention to detail Strong mathematical and organizational skills required Commitment to exceptional guest service Willing to work a flexible schedule including weekends and holidays Adheres to the policies and procedures of the hotel Physical Demands Ability to stand, stoop or bend for entire shift Ability to lift up to 20 pounds Other Information The hotel business functions seven days a week, 24 hours a day. All associates must realize this fact and be aware that at all times it may be necessary to move associates from their accustomed shift and alter assigned duties as business dictates. In addition, this is a hospitality business, and a hospitable service atmosphere must be maintained at all times his position description is not intended to create, nor is it to be construed, as a contract of employment or a promise of employment. I understand that my employment is an “at-will” relationship and may be terminated by either party at any time, with or without notice. We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, sexual orientation, gender identity, disability, veteran status, genetic information, or other protected class. Our locations are drug-free and pre-employment drug tests are required. Background checks are also required before employment begins. We participate in E-Verify and those who are ineligible to work in the United States will not be considered. The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.Ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity. CONNECT THE WORLD THROUGH THE POWER OF HOSPITALITY We bring together the people, brand and technology that enable the success of others – welcoming every guest, every partner, everywhere their journey takes them. Visit http://careers.choicehotels.com to learn more.
