Columbia Hospitality

Front Office Supervisor | The State Hotel

Let’s start off with the most important part - what’s in it for you:

The Perks

• Eligibility of perks is dependent upon job status
• Hourly Pay Range: $26 to $27 DOE
• Parking Discount
• Tip Eligible
• 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)

Our Commitment to you:

“People never forget how you made them feel.” Maya Angelou’s famous statement serves as a rallying cry throughout Columbia Hospitality and fuels our collective drive - and success.

Our people are our purpose, and our brand is our people. We seek extraordinary individuals who drive our brand promise of Creating Exceptional Experiences. We are a people-first organization, ignited from the inside to succeed on the outside. We are a tight-knit, inclusive, values-driven team and we trust one another to have each other’s backs. We show up every day with open hearts, an inclusive mindset, and genuine respect for those around us. We have fun, grow together, and strive to leave a positive lasting impression on everyone we meet.

What you’ll do:

The Brass Tacks

• Supervising all procedural aspects of the hotel’s front office (Including Front Desk, PBX, and Reservations if applicable), maintaining a presence during peak traffic periods.
• Assists guests with all general hotel needs including problem solving and providing solutions
• Distributes reporting daily to management and team members as needed.
• Complete data entry for daily reporting hotel reporting.
• Ensuring guest and employee needs and concerns are responded to in a timely, professional and friendly manner with a focus on service recovery when applicable.
• Performing front desk agent duties as necessary, such as registration, check out and processing room reservations for guests.
• Ensures all guest billing and reservations are properly set-up.
• Evaluates patterns or trends in guest concerns in order to plan and implement corrective actions.
• Ensuring proper execution of VIP requirements, including room requests, amenity placement, welcome letters, gifts, etc.
• Ensuring that all safety and security policies and procedures are followed.
• Ensures confidentiality of all guest information and pertinent hotel data.
• Provides regular and on-going communication with all departments in order to keep staff informed of updates, changes and/or problematic situations.
• Assisting with the training, coaching and development of team members.
• Assisting with interviewing team members as needed.
• Maintaining an up to date working knowledge of all property amenities as well as any special events.
• Preparing daily reports and distributing as directed.
• Understanding of all front office standards and assisting in solving deficiencies.
• Supplying guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest.
• Ensures front office, reception area, lobby and storage areas are clean and organized.
• Completing designated cashier and closing reports in the computer system.
• Following all company policies and procedures; reporting accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional.
• Upholds all company policies and procedures and assists in holding team members accountable as well.
• Leads the team by example in all expectations for the front desk department.
• Maintains inventory for retail space.
• Assists and promotes current hotel travel rewards program.
• Maintaining confidentiality of proprietary information; protecting company assets.
• Assisting in making sure all in-house accounts are properly checked-in and or set-up for success.
• Welcoming and acknowledging all guests according to company standards.
• Uses suggestive selling techniques to sell room upgrades and hotel services to increase occupancy and revenue.
• Maintains travel agency commission records by verifying reservations, entering info needed payment processing, applying updates to all requested commissions from agencies.
• Developing and maintaining positive working relationships with others; support team to reach common goals.
• Ensures all equipment is properly maintained and functioning.
• Ensures all equipment is used only as intended.
• Completes property walks routinely to monitor guest safety and security.
• Maintains a safe and secure environment for guests and team members. Reports security concerns and problematic situations immediately to immediate manager and General Manager or appropriate party.
• Completes other various hotel related tasks assigned by the management team
• as needed

The Nitty Gritty

• Minimum 1 year front-desk supervisory or lead experience in hospitality or hotels required
• Strong written and verbal communication skills required
• Experience leading a team required
• Previous customer service or guest relations experience required
• The ability to read, write, and speak English fluently is required to analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• The ability to effectively present information and respond to questions from group of managers, clients, customers, and the general public.
• The ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• The ability to solve practical problems when only limited standardization exists.
• The ability to interpret written and oral instructions.
• Must possess basic negotiation skills and strong customer relations skills.
• Strong computer skills: Full knowledge of Microsoft Office with an emphasis on Outlook, Excel and Word.

Don’t meet every single requirement? At Columbia Hospitality we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.