Buffalo Lodging Associates

Front Office Supervisor

US-MA-Holyoke
Job ID
2017-1741
Homewood Suites Holyoke

Overview

General Summary:

 

Responsible for coordinating the front office operations of the hotel while providing support to the management team.

Responsibilities

Principal Responsibilities:

 

  • Assists in overseeing guest services and front office operations; ensuring superior service is a priority.
  • Foster a positive, cooperative work environment between front office staff and management.
  • Supervise front office team.  Supervisory responsibilities include interviewing, hiring, training employees, appraising performance, rewarding and disciplining employees; planning, assigning, directing work, addressing complaints and resolving problems. 

Job Duties:

 

  • Problem Solving- Identifies and resolves problems in a timely manner. Develops alternative solutions, uses reason at all times.  Makes timely decisions while exhibiting sound judgment.  Includes appropriate people in decision making process.
  • Customer Service – Assist in maximization of Customer Service by attaining 80% or better on Franchise Guest Service Scores.  Manages difficult or emotional customer situations.  Responds promptly to customer needs, requests for service and assistance.
  • Communication - Demonstrates group presentation skills. Speaks clearly and persuasively in positive or negative situations. Writes clearly, and has the ability to read and interpret written information.  Assists management team in conducting employee meetings and other events.
  • Team Work – Exhibits objectivity and openness to the views of others and contributes to building a positive team spirit.  Upholds organizational values, treats people with respect and promotes a harassment free environment.
  • Quality Management – Assists in achieving BLA minimum scoring standard on all Brand Quality Assurance inspections.  Must maintain 80% or higher on Franchise product quality scoring. Inspect back of office and public areas for cleanliness and preventative maintenance upkeep on a daily basis.  Looks for ways to improve and promote quality while demonstrating accuracy and thoroughness.  Strives to increase productivity.
  • Adaptability – Able to deal with frequent change, delays or unexpected events, changing approach or method to best fit a situation.
  • Initiative - Meets challenges with resourcefulness, generates suggestion for improving work and takes responsibility for own actions.  Asks for and offers help when needed.
  • People Management – Ensures each employee completes orientation and required brand training.  Ensure proper and timely execution of all employee related documentation (i.e. new hire paperwork, separation reporting, status changes, benefits documentation, etc.).  Maintains effective employee relations programs within the hotel.  Provides regular performance feedback to all employees. Manages difficult or emotional employee situations. Develops subordinates skills and encourages growth.
  • Compliance – Assists in ensuring all internal BLA communication is posted as required.  Adheres to all polices and procedures required by Buffalo Lodgings internal audit system including but not limited to cash flow, direct billing accounts, credit card payments, registration and reservation cards. Maintains confidentiality.
  • Business Acumen – Accurately forecast schedule changes based on forecasted occupancy.  Performs Front Desk shifts as needed to ensure efficient operations.

Qualifications

Qualifications:

 

High School diploma or equivalent is preferred.  Hospitality and/or customer service experience is preferred.  Ability to develop an understanding of concepts, practices, pre-established guidelines and procedures used by the company in relation to guest service is necessary.  Computer knowledge including intranet, Property management system, WORD, and EXCEL is strongly preferred.   Must have valid drivers license, and acceptable driving history subject to company approval.

 

Benefits:

 

At Buffalo Lodging, we are committed to keeping our most important assets – our employees – healthy, happy and productive. To achieve this, we offer a comprehensive benefits package to full time employees that includes the following:

  • Medical & Dental Insurance
  • 401(k) savings plan
  • Life Insurance
  • Supplemental Life Insurance
  • Flexible Spending Plans
  • Short Term Disability Insurance
  • Employee Assistance Programs

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