Front Desk Supervisor

Description

The Front Desk Supervisor will supervise the Front Desk Agents, Valet, and Bell staff to ensure the completion of essential duties necessary for an efficient Front Desk operation. May supervise other areas as Manager on Duty of Hotel in the absence of other supervisory personnel. This position is based out of the Legacy Resort Hotel and Spa in San Diego, CA. Must maintain confidentially, and be able to work the assigned schedule.

PRIMARY RESPONSIBILITIES:

Handles guest check-ins and check-outs efficiently and in a friendly and professional manner.

Supervises Front Desk Agents, Valet, and Bell staff in addition to handling the normal workload during shift. Completes shift checklists as specified.

Reviews VIP reservations, amenity orders, and resumes for incoming and in-house guests. Updates the computer systems by inputting inventory and non-inventory groups.

Controls suites to ensure suites and special blocks are handled correctly.

Communicates with other departments to ensure proper handling of guests and groups. Maintains contact with Reservations and Sales regarding requests of suites, special accommodations, etc. Maintains control over rate changes on in-house guests.

Runs accurate room status reports in a timely manner and relays necessary information to effected departments and individuals.

Updates daily group information; maintain and be familiar with future group files. Monitors and prepares group requirements and relays necessary information to effected departments and individuals.

Prints cashiers report and verifies balances. Verifies all banks and deposits accordingly.

Answer/follow-up on shift correspondence; emails and other electronic communications addressed to Front Desk Agents.

Monitors key control to maintain hotel security.

Responds to guest questions regarding the hotel. Knows the lay out of the hotel including all suites, parlors, meeting rooms and all outlet locations and hours of operation.

Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolves complications such as location changes or credit issues.

Trains, cross-train, and re-trains (when necessary) all Front Desk Personnel.

Participates in hotel committees, MOD program and task force assignments.

Assists the Front Office Manager in all areas requested and acts on his/her behalf during his/her absence.

Demonstrates a working knowledge of all hotel safety and security procedures as required, maintaining a secure and safe environment for employees as well as guests.

Reports any unusual occurrences and/or requests to the Front Office Manager.

Completes special projects and other responsibilities as assigned.

ADDITIONAL RESPONSIBILITIES:

Our hotels primary goal is to provide hospitality and exceed guest expectations for levels of service, quality, consistency, and attention to detail all team members are evaluated against this standard. A hotel operates 365 days a year, 24 hours a day. During the course of your scheduled shift, you may be asked to assist in areas of the hotel outside of your typical work areas.

QUALIFICATIONS:

High School diploma or general education diploma (GED) is required.

One to two years supervisory experience in a hotel or other customer relations position.

Experience supervising the Front Office for an upscale hotel comparable to the Legacy Resort Hotel and Spa is preferred.

First Aid, CPR, and defibrillator certifications preferred.

COMPETENCIES:

Type a minimum of 45 wpm; Hotel PMS/Reservation Systems, proficiency in Word/Excel/Outlook required.

Requires excellent oral and written communication skills with the ability to communicate information and hotel services to staff and guests.

Must be able to communicate in English; the ability to speak additional languages is a plus.

Ability to achieve positive guest relations and maximize guest satisfaction.

Ability to enforce all company rules and standard operating procedures.

Knowledge of cash handling and credit transaction procedures.

HOURS OF WORK:
A flexible schedule, which includes nights, weekends, and holidays is required to adjust to the changing needs of business operations.

TRAVEL:

No travel is required.

OTHER DUTIES:
The purpose of this job description is to summarize the primary job functions and responsibilities of this position; it is not intended to be an all-inclusive list. Therefore, employees will be expected to perform additional duties as assigned by their supervisor or their supervisors designee. Duties and responsibilities may change at any time with or without advance notice.

WORK ENVIRONMENT:

This job operates on a large campus with multi-story buildings and uneven outdoor areas (e.g., steps, ramps, and gardens) that are open to the elements and changing weather conditions. This position requires regular interaction with staff and members of the public and routinely uses standard office equipment such as computer, phone, photocopier, filing cabinets and fax machine, dolly, bell carts and other equipment as needed. Noise levels will occasionally be high due to equipment, movies, musical and theatrical performances, and other factors.

PHYSICAL AND MENTAL DEMANDS:

This position requires the ability to navigate throughout a large campus with indoor and outdoor work and event spaces.

100% mobility required to reach all areas of the hotel and campus.

Occasional (1 - 33% of the time)

Frequent (34 - 66% of the time)

Constant (67 - 100% of the time)

F = Requires standing, bending, twisting, kneeling, crouching, stooping, crawling, walking, running, repetitive movement and using hands to handle, control, or feel objects, tools or controls.

F = Requires the ability to be able to pull, push, stand, sit, stoop, bend, reach, move or carry equipment.

C = Requires close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust and focus.

O = Requires the ability to lift and/or move objects 50 lbs.; occasionally team lift and/or move objects that weigh more than 50 lbs.

O = Requires working outside in all types of weather conditions.

O = Subject to cuts, burns, and bruises.

Qualifications