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Job DetailsJob Location: Courtyard Boston - Boston, MA 02114Salary Range: $33.98 - $33.98 HourlyPosition Overview:

Reporting to the Director of Operations and working closely with the Assistant Front Office Managers, the Front Office Supervisor work supervises and oversees the daily operation of the Front Office ensuring a smooth arrival and departure experience for guests. This leadership role effectively handles guest inquiries, issues or requests and ensures they are promptly and efficiently resolved and supports and oversees the performance of the front desk on a daily basis. Previous experience in a supervisory role within the Front Office is preferred, however candidates who have proven success in a shift leadership of front desk role would also be considered for this position.

Essential Job Functions

Provide clear direction to Front Office staff, assigning work and instructing agents in details of work while enhancing team morale
Observe and train Front Office staff performance and encourage improvement, ensuring productivity, efficiency and standards of service are exceeded
Resolve customer issues and complications and determine effective solutions, including authorizing revenue allowances.  Make decisions based on good judgment, accommodating unusual circumstances
Welcome and register guests into hotel, ensuring requests are fulfilled and following all special instructions
Adhere to established security and credit policies and protocols, and guide Front Office staff on correct procedures
Select and block rooms for arriving guests, pre-register individuals or groups as required, assist in escorting VIPs and return guests to their rooms as requested
Check guests out of the hotel, make change, cash checks, and post charges to guest accounts
Promote Fontainebleau Development and Courtyard marketing programs
Maintain a balanced bank assigned from the hotel, handling cash and credit transactions with detail and accuracy
Quote and maintain familiarity with room and rate availability for current and future dates and accept reservations, changes and cancellations as needed
Work closely with all departments to coordinate the efficient handling of guest requests and inventory
Handle hotel emergency procedures and situations with maturity and professionalism
Perform tasks and projects as delegated by Front Office Management

Other duties and responsibilities as assigned
The employee may be expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description
Maintain a safe work environment for co-workers and a safe hotel for guests
Qualifications
High school diploma and on to three months related experience and/or training; or equivalent combination of education and experience
4 year degree in hospitality or business degree preferred
Previous front office or hotel experience
Supervisory experience preferred
Ability to speak foreign languages preferred
FOSSE experience preferred
Ability to perform accurate moderately complex arithmetic functions using a calculator

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals

Ability to communicate, verbally, and in writing, effectively with guests and co-workers; respond to guest requests 
The ability to understand the tasks performed by a telephone operator, a reservation agent, a concierge and a housekeeper.
Ability to handle cash and credit transactions
Ability to multi task and handle stress in busy periods
Ability to manage and resolve conflicts