Arlo Hotels an independent lifestyle hotel is now actively seeking a dynamic Front Office Supervisor.
Are you someone who is passionate about people, driven by purpose, and clever in your approach?
If so keep on reading Here at Arlo we strive to create a sense of awe that leaves those we touch wanting more” Responsible for welcoming, assisting setting the tone for a guest’s experience through the process of check in and out of hotel, receiving payment, correcting account and reservation discrepancies, creating and canceling reservations, acting as PBX relief and providing luggage assistance; assisting with valet parking and summoning cabs in the overnight capacity.RESONSIBILITIES AND AUTHORITIES:Always treat guests with courtesy and respect in a variety of situationsHonesty & IntegrityDelivers outstanding service and creates memorable experiences.Connects with guests on a daily basis, provides exceptional customer service and creates memorable experiencesHandles guest complaints promptly and professionally.Establishes and develops long term customer relationships providing value and profitabilityEnhances our guests’ stay by creating an inviting atmosphereCoordinates and multi-tasks job duties in an active environmentAnswers guest inquiries and resolves complaints, taking all appropriate action to ensure total guest satisfaction.Ensures that all requests are handled promptly, accurately, and with utmost courtesySupervises Overnight Front Office Team Members, ensuring adherence to Arlo Hotels Service StandardsCompletes the overnight checklistEnsures that all daily and group reports are distributed to appropriate parties.
Other duties as assignedSPECIFIC DUTIESGreeting and Welcoming GuestsAlways greets guests in a friendly manner.Speaks in clear and discreet sentences.Positions self at the main entrance to open and hold the door for all guests entering and leaving the building.Opens vehicle doors and greet guests.Uses the guest’s name whenever possible and maintains a professional demeanor at all times.Check-In and Out ServicesEnters information such as arrival alerts and messages.Corrects inaccuracies and discrepancies on guest accounts.Posts charges to guest accounts.Completes daily high balance checks.Checks groups and tours in and out.Confidently sells the hotel to prospective guests by showing familiarity with guest rooms, facilities and amenities.
Updates all guest profiles with correct billing information, preferences, special requests, etc.Luggage AssistanceAssist arriving guests with luggage upon entering and exiting the building.Escort guests to their room and handles luggage.Secure and stores luggage for guests.Retrieve luggage for departing guests.Lifts luggage and uses bell carts to assist guests.Arrivals and Room MovesEscort guests to their room with luggage.Familiarize guests with in-room facilities, TV, Thermostat, lighting, and features in the room.
Conduct guest’s orientation of outlets, fitness center, general area attractions, etc.Coordinate with Front Desk in regards to room moves.
Guest InteractionMaintains good posture when interacting and greeting guests.Assists and coordinates with Front Desk for any special requests.Familiarizes themselves with all VIPs and ArrivalsAssists with guest requests, errands, deliveries, etc.
Guest Services ResponsibilitiesReports any guest concerns or comments to the Director of Front Office and Front Office ManagersProvides Concierge services to guests.Investigates guest charges to resolve guest complaints.Checks messages and mail.Books guest reservations for individuals via telephone, walk-in, email or fax from within the hotel in accordance with tommie standards and reservations scripts.Up-sell rooms where possible according to established procedures to maximize revenues.Assists with guest luggage to and from the room when needed.Deliver packages (mail, faxes etc.) to guest room when needed.Assists in calling and retrieving cabs for guests upon request.Any other requests of duties from management.ReconciliationBalance cash daily.Deposit received cash in safe and return personal and/ or individual floating bank to issued safety deposit box.Ensure all billing and paperwork is done in accordance with Commune Accounting standards.Proper handling of sensitive and confidential guest material and information understood and held in a professional manner.Cash HandlingAccept advance deposits for guests and posts the advance to guests’ accounts.Makes change and balances the personal and/or individual floating bank.REQUIREMENTS:Minimum of Hospitality, Retail experience preferredMust be able to stand for periods of time (Up to 6 hours)Efficient in Computer and Typing Skills.Available for shifts in the overnight capacityWe are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.