A career with us will be a rewarding one because we aim for a collaborative culture of excellence. Our Associates take pride in the work they do and, in return, we take pride in them. We know that great teamwork lies at the heart of our success and of our guests’ satisfaction. We set high expectations for our Associates, based on the Millennium core values of mutual respect, honesty, innovation and accountability and will provide you with opportunities to grow, both professionally and personally.

JOB DESCRIPTION

As our Front Office Supervisor, you will complete a variety of line duties in the front of the house to facilitate efficient guest services.

What you can help us do: The position is responsible for providing leadership, training and support for all Front Desk staff to ensure efficient and smooth operations and complete guest satisfaction.

Your every day:

• Check guests in and out of the hotel following proper procedures, including proper cash handling and accounting procedures.
• Upgrade guests based on their expressed needs or uses suggestive selling techniques.
• Assist guests checking in/out with luggage following proper bell procedures when needed.
• Provide details to guests of all hotel services, Concierge services and offerings in the surrounding area.
• Act as liaison between line level Front Desk staff and Front Office Management, answering all employee and guest questions, handling guest complaints with effective problem resolution skills and providing training to Front Desk staff where applicable.
• Utilize and maximize the usage of the Opera Property Management System.
• Use suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Provide staff daily with any pertinent information impacting the department or hotel, such as, the closure of a tower, room type, stack of rooms, water shut off, arriving VIP’s, arriving group’s, etc.
• Reports complaints to designated departments for investigation.
• Supervise room allocations for groups and VIP’s. Balance room inventory daily and change rooms around in the event a tower, particular room type and/or staff of rooms has to go offline (Out of Order).
• Ensure shift checklists are completed properly by spot checking staff and taking corrective action with individual staff members when not completed.
• Act as the Front Desk “Champion” for Quore, by effectively utilizing Quore and ensuring that staff are also utilizing Quore to its full capacity.
• Attend all department meetings in the absence of AFOM or FOM. Required to attend meetings prepared and provide all relative information required for the meeting.
• Carries out supervisory responsibilities in lieu of AFOM or FOM in accordance with the organization's policies and applicable laws. Responsibilities include the training of employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems.

What you need to perform this job successfully:

• High school diploma or general education degree (GED); or 6 months to 1 year related experience and/or training; or equivalent combination of education and experience.
• Must be able to effectively work with a variety of internal and external customers and staff.
• Ability to read, write, comprehend, and carry out complex instructions, correspondence and memos.
• Effective oral and written communication skills.
• Adequate mathematical skills.
• Functional knowledge of Microsoft Office Suite.
• Ability to work collaboratively with other departments and leaders to complete property/corporate initiatives and effective day to day operations.
• Ability to meet deadlines and effectively manage multiple priorities in a demanding work environment.
• Required to walk and stand throughout the majority of each shift.
• Required to regularly lift 20-40 pounds.

This job description is not intended to detail every aspect of your job or list every task you may perform. It is provided as a general overview of the responsibilities and skills required to do this job successfully. This job description is subject to change at any time.

Millennium Hotels is an equal opportunity employer and does not discriminate based on disability, veteran status or any other basis protected under federal, state or local laws.

Millennium Hotel is a drug free workplace. We conduct pre-employment drug tests and criminal background checks on all applicants after a job offer.

Millennium Hotels participates in the electronic employment eligibility verification program commonly referred to as E-Verify.