Job Description

Considering working in Alaska? Love the outdoors and adventure? 

Join our staff at Hotel Seward or Hotel Edgewater. Meet like-minded people and get out hiking, fishing, camping & rafting!

Job Title : Front Office Supervisor 

Reports To: General Manager

Department: Rooms 

FLSA Status: Hourly/Non-Exempt 

Seasonal: April - September 

Job Summary:

The Front Office Supervisor is responsible for ensuring all guests are greeted promptly and with courteous service. The Front Office Supervisor is responsible for training front desk associates, being proficient in our property management system, addressing guest complaints or issues, and ensuring smooth and efficient front office operation. Checks guests out of the hotel. Assists with ordering and scheduling. Upgrades guests, as required. Promotes hotel services, amenities and upsells products to the guests. Strives for excellent guest satisfaction and works with their team to ensure guests are taken care of efficiently and with positively outrageous service

Responsibilities:

• All associates must provide excellent customer service to our guests
• Associates must treat each other with courtesy and respect
• While working associates must follow all company policies and procedures
• Associates must obey all state and federal laws
• Behavior while on the job must be in accordance with the Code of Ethics and Standards of Conduct for all associates
• It is imperative to be on time and ready for work at the start of the assigned shift

Duties:

• Provide excellent customer service to guests and other team members
• Make sound judgments and anticipate issues and opportunities
• Work with all staff to provide prompt service and customer satisfaction
• Make sound judgments and anticipate problems
• Handle comments, complaints, and concerns with a high level of efficiency and in the best interest of the guest
• Work closely with all other departments to ensure prompt service and overall guest satisfaction
• Ensure that guests’ special needs are met
• Greet arriving/departing guests in a professional and pleasant manner
• Be knowledgeable of daily functions or activities occurring at the hotel to familiarize guests and answer their questions
• Familiarize guests with local activities and hotel services
• Works closely with and facilitate information between Front Desk staff, housekeeping staff, and Food and Beverage staff to assure that guest needs and information are communicated effectively
• Serves as the central information center for all lodge operations
• Accounts for monies collected and goods sold. Perform basic accounting and cash handling procedures
• Reconcile guest folios ensuring all charges are correct and accurate
• Responsible for obtaining valid form of payment upon arrival
• Display effective communication skills and a high sense of integrity
• Keep work area and Front Desk area clean, neat, and organized
• Possess the knowledge and ability to cover all positions for training and in the event of an unexpected absence
• Ensure bag pull times are correctly spaced with none overlapping
• Inform Supervisor of additional needs required to carry out duties
• Monitor lobbies for cleanliness and remove trash as necessary
• Responsible for assisting guests with reservations, check-in, check-out, and general requests
• Keep all Front Desk reports current
• Perform wake up calls and answer guest questions
• Provide housekeeping with an accurate list of check-outs, stay-overs, and early arrivals
• Inform Guest Services of transportation needs
• Responsible for answering phones, assisting guests with reservations, and answering questions
• Provide thorough notes and accurate data entry
• Run end of shift reports
• Relay important messages/maintenance requests/guest requests to the appropriate department
• Obtain goals set by the General Manager
• Other duties as assigned

Requirements:

• Experience working in the tourism/hospitality industry
• Must have a minimum of 1 year of Front Desk experience in a hotel
• Manager or supervisor experience, Previous customer service experience
• Effective communication skills and a high sense of integrity
• Must be a “people person” who thrives on public contact
• Communicate in a positive manner via phone, fax, and email with guests, coworkers, potential customers, travel agents, tour directors, and tour operators
• Possess time management skills, the ability to multi-tasks and work efficiently under pressure
• Computer and cash handling skills
• Familiarity with basic office equipment operation
• Be an assertive, confident decision maker and problem solver
• Computer and Cash handling skills
• The ability to work independently as well as part of a team, with various personalities and cultures, and with a positive attitude
• Self-motivated, detail oriented and a positive customer service attitude
• Possess time management skills with the ability to multi-task and work efficiently under pressure
• Ability to stand 8 hours
• Familiarity with basic office equipment operation
• Work approximately 40-48 hours per week
• Must be willing to work all shifts.
• Willing to work long hours, various shifts, split shifts, and on holidays and weekends
• Able to make sound judgments and anticipate problems
• Ability to lift fifty pounds, requires bending, lifting, folding, and stair climbing with or without reasonable accommodation
• CPR and/or First Aid training desirable

Physical Requirements:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the associate is to:

• regularly required to stand; walk.
• use hands to finger, handle, or feel.
• reach with hands and arms.
• stoop, kneel, crouch, or crawl.
• regularly lift and/or move up to 10 pounds.
• frequently lift and/or move up to 50 pounds.

NOTICE: The hospitality business functions seven (7) days a week, twenty-four hours a day. In addition, this is a hospitality business, and a hospitable service atmosphere must be always projected. Upon employment, all associates are required to fully comply with JL Hospitality Management rules and regulations for the safe and efficient operation of hotel facilities.

Essential functions of this job are described under the headings above. The job requirements and features are subject to change from time to time due to the then-current needs and requirements of JL Hospitality Management and/or the hotel.

JL Hospitality Management, LLC is an equal opportunity employer. JL Hospitality Management, LLC does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status, or unfavorable discharge from military service

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