• Front Office Supervisor

    Posted December 2, 2019

    Front Office Supervisor

    Job Description

    JOB SUMMARY

    The Front Desk Supervisor coordinates the front office activities of the hotel and provides support to the General Manager.

    JOB DUTIES & RESPONSIBILITIES

    • Responsible for completing required franchise and TMI standards training and staying current on all updates/changes to standards, policies, and processes.

    • Directly supervises or assists in the supervisory function of 1-5 front desk employees in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

    • Provides training to front office staff as directed by Management.

    • Assigns duties to Guest Service Agents and observes performance to ensure adherence to franchise standards, hotel policies and established operating procedures.

    • Assists in scheduling front desk personnel within budget guidelines to assure adequate staffing.

    • Performs functions of Guest Service Agent as scheduled by Management.

    • Maintains accurate records including cash flow sheet, direct bill accounts, credit card payments, registration cards, and reservation cards.

    • Corresponds with group and travel agents to answer special requests for rooms and rates.

    • Assists with sales and marketing efforts as directed.

    • Answers inquires pertaining to hotel policies and services.

    • Performs functions of the General Manager in their absence.

    • Assists General Manager in conducting staff meetings.

    • Other duties as assigned.

    Requirements

    EDUCATION, EXPERIENCE, LICENSURE & CERTIFICATION

    • One-year certificate from college or technical school and six months to one year related experience; or equivalent combination of education and experience.

    KNOWLEDGE, SKILLS, & ABILITIES

    • Requires the ability to read, write, and speak the English language.

    • Strong supervisory skills; ability to appropriately assign/delegate work and authority to others in the accomplishment of goals; provides coaching, advice, and assistance as required; helps subordinates overcome obstacles and deal with problems; appropriately assesses contributions and performance of employees; provides appropriate recognition, and deals with problems as they arise. Instills in others a sense of pride in the job at hand.

    • Ability to demonstrate accuracy and thoroughness, monitors own work to ensure quality and applies feedback to improve performance.

    • Ability to manage difficult guest situations; responds promptly to guest needs, solicits guest feedback to improve service, responds to requests for service and assistance and meets commitments.

    • Excellent interpersonal skills, demonstrated positive customer service skills, and ability to relate to people of varying ages and backgrounds.

    • Ability to show flexibility in response to change and adapt to and accommodate new methods and procedures.

    • Knowledge of safety management principles; federal and state OSHA regulations.

    • Ability to present and express ideas and information clearly and concisely in a manner appropriate to audience, whether oral or written.

    • The ability to foster commitment, team spirit and trust.

    TownePlace Suites by Marriott Houston Brookhollow

    85 Room Extended Stay

    Our Hotel

    Visitors can make themselves comfortable at the TownePlace Suites Houston Brookhollow hotel located in Northwest Houston, TX. Our pet-friendly, extended stay hotel is just minutes from the shopping at the Galleria, and Houston Premium Outlets. For the leisure travelers, many Houston attractions such as the Downtown Aquarium, NRG Park, and the Museum District all a reasonable drive away; and business travelers will be close to many destinations within Houston, with the offices of GE, Reynolds & Reynolds, and Staples not far away. We are conveniently located on 290 near 610 and Beltway 8, making it a great location for business travelers visiting offices in the Loop or on Sam Houston Tollway. Each of our guest suites are equipped with a fully functional kitchen and free wireless internet, with plenty of space to relax. It's easy to start the day with breakfast on us each morning featuring many hot and cold food options for guests to choose from, and to they can stay on top of their workout routine in our 24-hour fitness center.