Front Office Supervisor

THE ESSENTIAL JOB FUNCTIONS OF THIS JOB ARE:

• Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees
• Act as Manager on Duty when and where necessary
• Respond to all guest requests, problems, complaints and/or accidents arising in person. Ensure swift follow up to ensure completed guest satisfaction
• Assists with registering and settling guest accounts; valet and luggage assistance; and make and/or modifying reservations; hotel operator functions
• Inspire, engage, and motivate Front Office personnel according to hotel standards
• Coordinates with the Housekeeping Department to confirm that all room inspections have been completed to the Portola Hotel & Spa’s standards
• Ensures that staff is knowledgeable of all hotel features, room types, layouts, and overall services provided
• Maintains complete knowledge of daily house count and expected arrivals/departures, and room availability
• Ensures that all Portola Hotel & Spa’s Standard Operating Procedures (SOPs) are followed by staff
• Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments
• Maintain quality database of guest preferences, habits, special dates through Opera PMS
• Complete the daily, weekly, and monthly reforecast as requested
• Regularly conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met
• Monitor labor expenses daily and weekly through schedule approval process and ensure budgeted or forecasted approved productivity
• Prepare employees for succession through development of their need areas
• Operate all aspects of the Front Office and related computer systems, including software maintenance, report generation and analysis, and simple programming
• Monitor proper operation of the Guest Services/PBX console and ensure that employees maintain SOP's in its use
• Coordinate all aspects of the ongoing implementation of the Portola Hotel & Spa’s philosophy of service and ensure Portola Hotel & Spa’s culture is being lived, trained, and practiced every day
• Monitor all Arrivals, special guest requests and ensure systems are in place to monitor and deliver outstanding service
• Complete projects and other duties in a timely manner as requested or required by the Front Office Manager

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. Job responsibilities can change according to the operational needs of the business.

The Ideal Candidate will:

• Carry a friendly, energetic, personable demeanor and have a passion for great customer service, with a customer-first mentality
• Have strong inter-personal skills and enjoy working in a team-environment and building great relationships with their coworkers
• Must approach all encounters with guests and employees in an attentive, friendly, courteous and service oriented manner
• Must be effective at authentic listening skills to, understanding, and clarifying concerns raised by employees and guests alike
• Must be able to maintain confidentiality of information
• Be able to work quickly, embrace and learn new information, multi-task and incorporate feedback into personal performance
• Have the ability to perform various physical tasks during the work shift; strong and quick problem-solving ability
• Have strong communication skills, written and verbal.
• Possess excellent technical, conceptual, and financial skills
• Must be able to work a flexible schedule that may include nights, weekends and holidays based upon company needs

ADDITIONAL RESPONSIBILITES:

Knowledge of the entire hotel safety procedures to ensure the safety and security of our guests and employees.

EDUCATIONAL / CERTIFICATION / LICENSE REQUIREMENTS:

High School Diploma or equivalent – Required

REQUIRED KNOWLEDGE, SKILLS, & ABILITIES:

• Proficiency in using various computer software programs, Microsoft Word, Excel, Outlook, and PowerPoint, and general office equipment
• Detail oriented and comfortable working in a fast-paced environment
• Excellent time management and organizational skills
• 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.

PREVIOUS EXPERIENCED REQUIRED:

Minimum three (3) years related working experience in Hospitality; previous front desk supervisory experience is preferred but not required.

ACTIVITY SUMMARY

Never

Occasionally

Frequently

Constantly

Sitting

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Standing

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Walking

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Crawling

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Bending Over

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Reaching Overhead

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Balancing

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Pushing/Pulling

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Lifting/Carrying

10 lbs. or less

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20 to 50 lbs.

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Over 50 lbs.

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Skin/Hands in Water

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Exposure to Chemicals

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Foot Controls Used

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Repetitive Hand Use

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Firm Grasping Required

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OTHER REQUIREMENTS

Select Yes or No

Driving Vehicles/Equipment

Yes

Operating Equipment/Machinery

No

Exposure to Dusts, Gas, Fumes

No

Exposure to Hazardous Materials

Yes

Possible Exposure to Blood/Body

Yes

Fluids

Exposure to High Noise Levels

No

Walking on Uneven Ground

Yes

Exposure to Marked Changes In

Yes

Temperature

Use of Safety Equipment (Glasses,

No

Ear Plugs, Etc.)

Hearing Impairment Acceptable

Yes

Color Vision Impairment

Yes

Acceptable

Color Vision at 20 inches or less

Yes

Required

Clear Vision at 20 feet or more

Yes

Required