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Job Description JOB TITLE: Pfister Butler Supervisor DEPARTMENT : Front Office MANAGER: Front Office Manager POSITION PURPOSE: Track and ensure hotel standards are being upheld while maintaining daily operation of the Pfister Butler office. ESSENTIAL FUNCTIONS: Maintain telephone switchboard. Must have good speaking skills, maintaining composure and etiquette. Log and execute guest wake up calls. Ascertain guest satisfaction; in the event of dissatisfaction, tactfully negotiate accommodation. Process and record guest credit card authorizations upcoming stays. Receive and record lost and found inquires. Transfer internal/external calls. Arrange in house dining reservations including tea, Sunday brunch and holiday brunches Manage the hotel HotSoS system; log, track, follow up on open tickets and provide guest follow up also report reoccurring challenges and study HotSoS reports. Manage all incoming amenity requests. Manage all hotel guest pre arrival information to ensure guest requests are upheld. Provide follow up welcome call after arrival. Assist in training new hires and current team members on new processes. Track and record departmental upsells. Communication with management regarding special event bookings and availability. Perform other duties as requested by Manager. POSITION REQUIREMENTS: Ability to effectively deal with and resolve conflict situations. Ability to read and speak English sufficient to understand/explain menus, special promotions, hotel amenities and communicate with guests. Must be able to understand and operate multiple computer operating systems (Opera, Micros, Outlook, HotSoS, Open Table, New Brand Analytics.) Ability to sit and/or stand and work continually in confined spaces. No prior experience required. Prior hospitality and cashiering experience preferred. Ability to learn up selling techniques and daily menu specials. Ability to uphold all departmental guidelines. Previous customer service experience required. Previous supervisory experience preferred. Ability to self-motivate during slow periods. Ability to multi-task. PHYSICAL ACTIVITIES Average hours per week: 30-40 (Not a guarantee of hours) Tools and equipment used in this position: -Tool/Equipment Occasionally Frequently Continuously -Phones X -Switchboard X -Computer X -Fax machine X -Copier X Percentage of time during the normal work day the employee is required to: -Sit: 90% Twist: 40% Stand: 10% Crawl: Walk: 20% Kneel: 1% -Lift: 10% Drive: Squat: 10% Climb: 3% Bend: 15% Reach: 10% Maximum consecutive time during the normal workday for each activity: -Sit: 8 hrs Twist: 1 hr Stand: 1 hr Crawl: Walk: 2 hr Kneel: -Lift: 15 min Drive: Squat: 5 min Climb: 15 min Bend: 5 min Reach: 5 min The weight required to be lifted each normal workday. (Occasionally 1-33%, -Frequently 34-66%, Continuously 67-100%) -Weight Not Required Occasionally Frequently Continuously -Up to 10 lbs. X -Up to 20 lbs. X -Up to 35 lbs. X -Up to 50 lbs. X -Up to 75 lbs. X -Up to 100 lbs. X -Over 100 lbs. X Lifting and carrying requirements: -Repetitive use of hands: -Simple grasping: 80% Normal weight: Up to 10lbs. Frequency: Continuously -Pushing and pulling: 10% Normal weight: Up to 50lbs. Frequency: Occasionally -Fine manipulation: 10% Sensory requirements (speech, vision, smell, touch, hearing): ALL 8. Environmental factors of each normal workday: -Time spent: Inside: 100% Outside: -Atmosphere: Fumes: 30% -Odors: 50% -Dust: 5% -Gas: 1% -Special Hazards: Mechanical: 5% -Electrical: 5% Chemical: 5% Other: -Temperature: 45-95 F -Humidity: 50 F
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