PM Front Office Supervisor | Colton House Hotel

Columbia Hospitality•Austin, TX

1d•$19 - $21

About The Position

The Front Office Supervisor supports the Front Office leadership team by overseeing daily front desk operations while on shift and assisting team members in delivering exceptional guest service. This position ensures smooth shifts, accurate transactions, and a welcoming guest experience while maintaining compliance with company policies and service standards.

Requirements

1+ years front-desk lead experience in hospitality or hotels required.
Previous customer service or guest relations experience required.
Strong computer skills: full knowledge of Microsoft Office with an emphasis on Outlook, Excel and Word.
Proficient in hotel front desk software such as Opera and other property management systems.
Good understanding of Hotel procedures, practices, and relevant laws in the hospitality industry.
Excellent written and verbal communication skills with ability to interpret written and oral instructions.
Ability to effectively present information and respond to questions from group of managers, clients, customers, and the general public.
Must possess strong customer relations skills.
Good leadership and training abilities.
Strong organizational and time management skills.
Excellent problem-solving and multitasking skills.
Must be able to stand and move about the area for extended periods of time
Frequently required to walk, sit, bend, reach and use hands and arms to handle or operate office equipment
Occasionally required to lift, carry, push or pull items weighing up to 50 pounds unassisted (e.g., luggage, supplies, packages)
Must be able to hear and speak clearly to communicate effectively in person and over the phone
Must have the ability to read, write and visually inspect documents, information on a computer system, and work areas and monitor guest and employee interactions
Typical schedule is 2 PM to 10 PM but may include AM, mid, or overnight shifts.
Ability to work flexible hours including nights, weekends, and holidays.

Responsibilities

Guest Service & Experience
Provide stellar, engaging, and upscale service experiences for all our guests throughout their entire stay.
Interact with guests both in person and over the phone, assist with inquiries, and mitigate any guest complaints.
Handle guest inquiries and research unknown answers accurately and in a timely manner.
Strong coordination and communication between guests and staff, as well as follow-up, to ensure guest concerns are resolved in a timely manner.
Concierge – stay updated on local tourist spots, including places to dine, shop, local sight-seeing, Austin area events, hair salons/barber shops, spas, etc. in order to make quality recommendations.
Ensure accommodations for select guests (e.g., special needs, elderly, children, VIPs, other) receive personalized services to help them navigate a safe and comfortable stay here.
Promote all Hotel amenities, conveniences, and programs offered (e.g., food delivery, dry cleaning, events, other).
Support VIP arrivals, special requests, and guest follow-up communications.
Front Desk Operations
Perform check-in and check-out procedures, and administrative tasks including answering phones, creating reservations, and handling financial transactions.
Oversee daily front desk operations during assigned shifts, ensuring smooth and efficient service for guests.
Monitor daily bookings and ensure assigned rooms are prepared prior to check-in, including regular communication with Housekeeping, Maintenance, and F&B teams for smooth check-ins.
Communicate guest updates with the Housekeeping team via Teams and Beekeeper.
Monitor the completion of cashiering, key control, and daily reports for accuracy.
Maintain an organized, clean, and professional front desk area.
Help maintain Front Desk office supplies and equipment.
Assisting with inventory management of retail and ordering for retail at the Front Desk.
Perform administrative duties such as filing and updating records.
Team Leadership & Training
Promote teamwork, positive communication, and a service-focused culture.
Assist with ongoing coaching and training of all Front Desk staff to ensure all SOPs are being followed and keep them updated.
Assist in supervising staff and all Front Desk activities including bookings, appointments, phone calls, and emails.
Provide guidance and support to front desk team members during shifts; serves as the first point of contact for questions or issues.
Communication & Coordination
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Maintain a positive and effective working relationship and coordinate with all departments in the Hotel to ensure guest satisfaction and room readiness.
Coordinate and communicate with Night Audit team.
Scheduling & Coverage
Assist in the creation and maintenance of Front Desk work schedules.
Flexible to assist with coverage of the Front Desk as needed.
Administrative & Policy Compliance
Assist in defining and implementing Front Desk objectives and procedures, including creation and maintenance of Front Desk SOPs.
Ensure all safety, security, and company policies are consistently followed by team members.
Show up to work on time and notify the Front Desk and Front Office Manager if running late or calling out, according to Hotel policy.
Performs other related duties and special projects as assigned by management to support departmental and organizational goals.

Benefits

Get Paid Daily (Make any day payday)
Paid Time off & Holiday Pay (Because Balance Matters)
Benefits - Medical, Dental, Vision, Disability, 401K
HSA/FSA Plans -with employer contribution
Values Based Culture (#OMGLIFE)
Culture Add (Creating Space for Fresh Perspectives)
Referral Bonus (Get Paid to Recruit)
Discounted Lodging, Dining, Spa, Golf, and Retail (Yes, Discounted Travel!)
Employee Assistance Program
“Columbia Cares” Volunteer Opportunities
Committee Participation Opportunities (Fun, Philanthropic, Diversity/Equity/Inclusion)
Task Force Work Opportunities (Grow your career in idyllic locations across the globe)
Online Learning Platform to Help You Grow!
Third Party Perks (Including discounts on Pet Insurance, Rental Cars, Movie and Concert Tickets, Theme Park and Attractions & so much more)