Front Office Supervisor - Grand Rapids Hampton Inn & Suites , Grand Rapids, MI, US

Join our team today The Hampton Inn & Suites - Grand Rapids Downtown is on the lookout for a Front Office Supervisor to become part of their team In this role, you will oversee guest service operations, lead our team of Front Desk Agents, and guarantee that our guests enjoy exemp ...

Job description

Join our team today 

The Hampton Inn & Suites - Grand Rapids Downtown is on the lookout for a Front Office Supervisor to become part of their team In this role, you will oversee guest service operations, lead our team of Front Desk Agents, and guarantee that our guests enjoy exemplary service. If you possess hotel front office experience and are committed to providing exceptional hospitality in a leadership capacity, we encourage you to apply today

Please Note: Evening and weekend availability is required for this role. 

JOB SUMMARY: To assist the Assistant General Manager & General Manager in the operation of the Front Desk by directing, controlling and supervising Front Desk personnel.

ESSENTIAL JOB FUNCTIONS: 

• Supervise and coordinate the activities of the Front Desk personnel including interviewing applicants, coach and counsel employees, recommend disciplinary actions, promote teamwork and employee morale, assign and delegate duties, and ensure compliance with OSHA standards to provide a safe work environment
• Ensure all Front Desk employees are adhering to rate and credit policies and procedures
• Expertise in property management systems
• Knowledge of all emergency procedures and how to act on them
• Ensure any cash overage/shortage is accounted for and balanced
• Maintain a clean, organized and well supplied Front Desk area
• Ensure lobby is well maintained
• Assist in the ordering of Front Desk, Breakfast, Market, and Bar supplies
• Assist in maintaining controls (i.e. overtime, safety deposit boxes, master keys, banks, etc.) and audit them on a regular basis.  
• Review all shift checklists and red book daily for completion and accuracy
• Review GSS/Heartbeat/GEI/Revinate/Stay Experience Platform weekly and address any service concerns with staff for improvement in order to ensure the highest quality service to the guests
• Assist in ensuring staff continues to learn the importance of excellent guest service and implement new training programs
• Participate in monthly Profit/Loss review
• Report any unusual occurrences or requests to General Manager or Assistant General Manager immediately
• Conduct monthly departmental meetings to review new procedures, guest satisfaction scores, and solicit input from employees

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.

COMPETENCIES:

• Computer software skills
• Communication both verbal and written
• Flexibility with schedule and dependable 
• Customer focus, time management and problem solving skills
• Strong leadership abilities

REQUIRED/PREFERRED EDUCATION AND EXPERIENCE

• 1-2 years of hotel experience, preferably in a supervisory role 

ADDITIONAL ELIGIBILITY QUALIFICATIONS

Valid driver's license and safe driving record – satisfactory criminal background screening required 

BENEFITS WE OFFER

• Career development & training
• Day-1 Medical, Dental & Vision insurance options
• Paid time off
• Travel & hotel discounts
• 401(k) with company match
• Incentive programs
• And more

SUPERVISORY RESPONSBILITY

This position oversees the front desk employees as well as, if applicable, the breakfast hosts.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to verbally communicate, listen, stand for long periods of time, ability to walk, kneel, stoop, bend, and lift up to 50 pounds.

EXPECTED HOURS OF WORK

This position requires variable hours based on the needs of the hotel.

EEO STATEMENT

In accordance with all applicable local, state, and federal laws, Lodgco is committed to a policy of nondiscrimination and equal employment.  This policy requires that all decisions involving hiring, promotion, transfer, compensation, benefits, training, discipline, and all other personnel practices and terms or conditions of employment will be made without regard to race, color, religion, sex, age, national origin, disability, genetic information, height, weight, marital status, veteran status, sexual orientation or any other protected characteristic under state, federal, or local law.  Lodgco also prohibits retaliation against any employee because the employee has engaged in an activity that is protected under state, federal, or local law.

WHO WE ARE 

At Lodgco, we believe that hospitality success is driven by unwavering dedication, a vibrant workplace culture, and impactful narratives. We believe in investing in our team's development to deliver a superior customer experience and achieve success together. For three decades, Lodgco Hospitality has set the standard for hospitality success. We are committed to revenue growth and maximizing the value of the assets we manage while fostering a supportive environment for our employees. Join us in elevating hotel operations and maximizing profitability.

To learn more about our growing company, please visit