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When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We welcome guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver meaningful guest experiences, we encourage you to explore your next career opportunity with Sheraton.

POSITION PURPOSE

Manages all Front Office day-to-day operations to ensure optimal guest service and financial profitability. The Front Office Supervisor is responsible for assisting the Front Office Manager and/or General Manager while providing attentive courteous and efficient service to all guests prior to arrival and throughout their stay. Support Front Office Manager in all service, training and system’s needs. Act as Manager on Duty on occasion and respond to emergency codes.

ESSENTIAL FUNCTIONS

Position Summary

Primary Responsibilities/Essential Functions: Manages Front Office operations

· Front Desk

· Guest Services

· Reservations

· PBX

· Manager on Duty

· Developing and planning department goals and directing team members to achieve results

· Follows all Human Resources policies

· Ensures staff receives any required training or attends mandatory meetings

· Adhering to all time and attendance policies and ensuring front office team is also adhering to this same polices

· Monitors and develops team member performance

· Providing supervision

· Scheduling

· Counseling

· Recognition

· Monitors and assesses guest service and satisfaction results, and addresses issues and makes proactive improvements accordingly

· Promotes up-selling to maximize revenue

· Ensuring all training of all front office associates is complete

· Ensures staff is kept informed about policies and procedures

· Service recovery and proactive service approach to limit guest concerns

· Proper communication between shifts

· Follows all safety policies and procedures

· Assistance in finding coverage for last minute needed shifts and working to cover those shifts if needed

· Attends all required meetings

Qualifications (relevant experience, education and training):

• High school diploma or general education degree (GED), or equivalent combination of education and experience. Bachelor’s Degree preferred.
• Two or more years related Front Office experience
• Requires ability to lead others
• Ability to exceed guest expectations and training capability to ensure each front office associate is trained and has the knowledge/tools to be successful in their role
• Requires general knowledge of a Property Management System commonly used at a comparable hotel or resort
• Must have excellent customer service/communication

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

· Must be able to speak, read, write and understand the primary language(s) used in the workplace.

· Must be able to read and write to facilitate the communication process.

· Requires good communication skills, both verbal and written.

· Most tasks are performed in a team environment with the employee acting as a team leader. There is minimal direct supervision.

· Must possess basic computational ability.

· Must possess basic computer skills.

· Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required.

· Extensive knowledge of the hotel, its services, and facilities.

· Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.

Physical Demands

· Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.

· Must be able to sit at a desk for up to 5 hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task.

· Position requires walking and giving direction most of the working day. Length of time of these tasks may vary from day to day and task to task.

· Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.

· Must be able to lift up to 15 lbs. occasionally.

· Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.

· Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.

· Vision occurs continuously with the most common visual functions being those of near vision and depth perception.

· Requires manual dexterity to use and operate all necessary equipment.

· Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

QUALIFICATION STANDARDS

Education

High school or equivalent education required. Bachelor’s Degree preferred.

Experience

Two to four years experience in Front Office /Guest Services, including at least two years supervisory experience, preferred..

Licenses or Certificates

Not applicable.

Grooming

All employees must maintain a neat, clean and well-groomed appearance per Sheraton Syracuse University Hotel and Conference Center LLC standards.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• Weekend availability

COVID-19 considerations:
Sheraton Syracuse University adheres to all Federal / State / and Local health and safety regulations and restrictions, including COVID-19.

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel experience: 2 years (Preferred)

Work Location: One location

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