Job Overview
Employment Type
Full-time
Hourly
Compensation
Hourly
Range $20.00 - $22.00
Work Schedule
Flexible
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Vision Insurance
short term disability
long term disability
accident insurance
401(k) retirement plan
Employee assistance program
Paid vacation
Paid sick time
Paid holidays
paid bereavement
paid floating holidays
Job Description
Choice Hotels International, Inc. (NYSE: CHH) stands as one of the world’s largest lodging franchisors, boasting a portfolio of more than 7,400 hotels across 45 countries and territories. This expansive presence includes over 625,000 rooms, showcasing a diverse and comprehensive range of 22 hotel brands tailored to meet the needs of a wide array of travelers. From upscale and full-service hotels to midscale, extended stay, and economy options, Choice Hotels is dedicated to providing valuable and comfortable lodging experiences for guests and driving strong business value for franchise owners and shareholders alike. The company is recognized for its innovative and award-winning loyalty program, Choice Privileges, which offers members numerous rewards and personalized perks, enhancing guest satisfaction and retention. Their commitment to cultural values such as welcoming and respecting everyone, being bold and quick, listening attentively, fostering curiosity, and showing integrity fosters loyalty, growth, and a dedicated hospitality spirit within the organization.
Choice Hotels International is not only a franchisor but also manages a portfolio of hotels under esteemed brands including Radisson Blu, Radisson, Radisson Red, Park Plaza, and Country Inn & Suites by Radisson. This diverse management portfolio underscores the company’s comprehensive expertise in the hospitality sector and its ability to deliver exceptional service standards across various market segments.
The Front Office Supervisor role within this dynamic environment demands a proactive, guest-focused individual capable of providing superior customer service in a fast-paced hotel setting. The position emphasizes maintaining 100% guest satisfaction by overseeing all front office and PBX operations efficiently. This role is crucial in ensuring guests receive a seamless and delightful arrival and departure experience, setting the tone for the entire stay.
Responsibilities include greeting guests, managing hotel registrations, processing transactions, and effectively handling guest inquiries, compliments, and complaints with empathy and professionalism. The Front Office Supervisor stays well-informed about hotel accommodations, services, and local attractions to assist guests thoroughly. Furthermore, this role involves collaborating with other departments to fulfill guest service requests, maintaining communication logs, preparing detailed shift summaries, and promoting hotel amenities and loyalty programs to enhance the overall guest experience.
Leadership and supervisory skills are vital in this position, with duties extending to scheduling, training, and evaluating front office employees. Providing continuous feedback, guidance, and coaching to team members ensures high performance and employee engagement. The supervisor also monitors front office processes, implements service improvement strategies, and ensures adherence to billing, cash handling, and confidentiality procedures.
This full-time position offers an hourly wage ranging from $20.00 to $22.00 and is supported by a comprehensive benefits package. Benefits commence from the first of the month following 30 days of service and include health, dental, vision coverage, short and long-term disability insurance, employer-paid accident insurance, and contributions to a health savings account. Additional perks include a 401(k) retirement plan, employee assistance programs, paid vacation, sick time, holidays, bereavement leave, and floating holidays, all fostering an environment of support and security for employees.
The hotel business operates around the clock, seven days a week, requiring flexibility and commitment from all associates to accommodate changing shifts and duties as necessary to uphold the hospitality service atmosphere. Choice Hotels International values equal opportunity employment, ensuring no discrimination based on age, race, religion, national origin, gender, sexual orientation, disability, veteran status, or any other protected characteristic. Background checks, drug testing, and E-Verify participation are integral to the hiring process, affirming compliance with federal regulations.
Overall, the Front Office Supervisor position at Choice Hotels International presents an excellent career opportunity for individuals passionate about hospitality, guest service excellence, and team leadership in a reputable and expansive global hotel franchisor and management company.
Choice Hotels International is not only a franchisor but also manages a portfolio of hotels under esteemed brands including Radisson Blu, Radisson, Radisson Red, Park Plaza, and Country Inn & Suites by Radisson. This diverse management portfolio underscores the company’s comprehensive expertise in the hospitality sector and its ability to deliver exceptional service standards across various market segments.
The Front Office Supervisor role within this dynamic environment demands a proactive, guest-focused individual capable of providing superior customer service in a fast-paced hotel setting. The position emphasizes maintaining 100% guest satisfaction by overseeing all front office and PBX operations efficiently. This role is crucial in ensuring guests receive a seamless and delightful arrival and departure experience, setting the tone for the entire stay.
Responsibilities include greeting guests, managing hotel registrations, processing transactions, and effectively handling guest inquiries, compliments, and complaints with empathy and professionalism. The Front Office Supervisor stays well-informed about hotel accommodations, services, and local attractions to assist guests thoroughly. Furthermore, this role involves collaborating with other departments to fulfill guest service requests, maintaining communication logs, preparing detailed shift summaries, and promoting hotel amenities and loyalty programs to enhance the overall guest experience.
Leadership and supervisory skills are vital in this position, with duties extending to scheduling, training, and evaluating front office employees. Providing continuous feedback, guidance, and coaching to team members ensures high performance and employee engagement. The supervisor also monitors front office processes, implements service improvement strategies, and ensures adherence to billing, cash handling, and confidentiality procedures.
This full-time position offers an hourly wage ranging from $20.00 to $22.00 and is supported by a comprehensive benefits package. Benefits commence from the first of the month following 30 days of service and include health, dental, vision coverage, short and long-term disability insurance, employer-paid accident insurance, and contributions to a health savings account. Additional perks include a 401(k) retirement plan, employee assistance programs, paid vacation, sick time, holidays, bereavement leave, and floating holidays, all fostering an environment of support and security for employees.
The hotel business operates around the clock, seven days a week, requiring flexibility and commitment from all associates to accommodate changing shifts and duties as necessary to uphold the hospitality service atmosphere. Choice Hotels International values equal opportunity employment, ensuring no discrimination based on age, race, religion, national origin, gender, sexual orientation, disability, veteran status, or any other protected characteristic. Background checks, drug testing, and E-Verify participation are integral to the hiring process, affirming compliance with federal regulations.
Overall, the Front Office Supervisor position at Choice Hotels International presents an excellent career opportunity for individuals passionate about hospitality, guest service excellence, and team leadership in a reputable and expansive global hotel franchisor and management company.
Job Requirements
- Minimum two years in hotel front desk position required
- Previous management experience required
- Able to collaborate effectively with hotel employees and managers
- High school diploma or GED required
- Bachelor degree preferred
- Strong organizational skills
- Critical thinking skills
- Problem solver
- Strong computer systems skills including reservations and reporting systems
- Strong Microsoft Office suite and reporting system skills
- Must work well in stressful, high pressure situations
- Must be able to accurately follow verbal and written instructions and communicate effectively
- Works well independently or as part of a team
- Strong attention to detail
- Strong mathematical and organizational skills required
- Commitment to exceptional guest service
- Willing to work a flexible schedule including weekends and holidays
- Adheres to the policies and procedures of the hotel
Job Qualifications
- Minimum two years of hotel front desk experience
- Previous management experience required
- High school diploma or GED required
- Bachelor degree preferred
- Strong organizational skills
- Critical thinking and problem-solving abilities
- Proficient computer skills including reservations and reporting systems
- Strong Microsoft Office skills
- Ability to work well under pressure
- Effective verbal and written communication skills
- Ability to work independently and as a team
- Strong attention to detail
- Strong mathematical skills
- Commitment to exceptional guest service
- Flexible schedule including weekends and holidays
- Adherence to hotel policies and procedures
Job Duties
- Receives and processes incoming guests
- Ensures a seamless arrival and departure experience for guests
- Greets guests and processes hotel registrations and transactions
- Handles guest compliments, comments, and complaints promptly
- Records resolutions to guest issues on the Make it Right log
- Collaborates with other departments to arrange guest services
- Prepares end of shift summaries and communications
- Encourages upselling of accommodations and promotes hotel amenities and loyalty programs
- Makes reservations in line with yield management practices
- Processes customer credit at check-in
- Answers and fields all hotel phone calls
- Identifies and records special billing instructions
- Obtains approvals for guest transactions
- Handles cash banks according to hotel policy
- Maintains confidentiality of guest information
- Supervises front office operations and employees
- Assists in scheduling, training, and evaluating front office staff
- Provides ongoing feedback and coaching to employees
- Monitors office processes and suggests improvements
- Serves as a model for exemplary customer service
- Ensures billing and cash handling comply with procedures
- Completes detailed shift reports
- Prepares for hotel events proactively
- Stocks and replenishes front office supplies
- Develops and implements employee engagement strategies
- Communicates performance expectations
- Provides coaching and counseling to staff
- Creates 100 percent guest satisfaction through genuine hospitality and teamwork
- Listens, empathizes, and resolves guest problems
- Performs other duties required by management to ensure guest satisfaction
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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