Front Office Manager

Front Office Supervisor

Job Summary

At Fairfield Inn & Suites Whitewater, we don't just check guests in—we create memorable experiences. We believe hospitality comes from the heart, teamwork makes the dream work, and every interaction is an opportunity to make someone's day a little brighter.

We're looking for a Front Office Supervisor who leads with positivity, inspires others, and isn't afraid to roll up their sleeves. If you thrive in a fast-paced environment, love helping people succeed, and believe every guest deserves a five-star welcome, we want to meet you!

Responsibilities and Duties

Essential Functions:

• Inspire and motivate the Front Desk and Housekeeping teams to deliver exceptional guest experiences. Supervise and motivate all Front Office personnel with the daily supervision to include staffing, training, accountability, team development, scheduling, and visually monitoring performance to ensure adherence to all service and productivity standards to provide full guest satisfaction. Ensure personnel is properly trained on security and cash-handling procedures.
• Lead by example with professionalism, positivity, and a "How can I help?" attitude.
• Foster a culture built on teamwork, respect, accountability, and fun.
• Partner closely with the General Manager to ensure smooth daily operations.
• Confidently lead the hotel in the General Manager's absence.
• Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.
• Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.
• Manage day-to-day staffing requirements, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
• Check and control room reservations, front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue.
• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
• Communicate with guests and employees both verbally and in writing to answer questions and provide clear direction.
• Ensure Front Office staff provides guests with prompt service, professional attention and personal recognition.
• Ensure guests are greeted upon arrival and make time to interact effectively with guest. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions. The time spent performing each function will be determined by the particular requirements of the hotel.

• Perform guest room inspections, which require bending, stooping, reaching overhead and moving throughout the guest floors.
• Conduct routine inspections of the front office and public areas and take immediate action to correct any deficiencies.
• Assist in check-in/check-out of guests or any other guest service-related activity.
• Perform other duties as requested. Example: special request from guests.
• Cover front office employee break periods.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.