Front Desk Supervisor

2 months ago

City of Industry, United States Pacific Palms Resort Full time

Supervise Front Desk Operations for a busy & successful Resort. This position pays between $21.00 - $23.00/hour based on the experience level. Front Desk is the heart of the establishment and serves as the foundation of each guest's stay.  The Supervisor is there to ensure that the guests consistently feel welcome.  This is a full time position.

Responsibilities

To understand and be able to follow through on the correct and appropriate check in and check out of guests and provide services to these guests in a courteous and professional manner. To provide assistance & services for guests in order to ensure guest satisfaction. Ensure through constant interactions with the Reservation and Conference Coordination that all group bookings are handled & processed efficiently. Supervise the activity of all employees in the department on a daily basis. Ensure that the staff consistently provides all our guests with exceptional guest service at all times. Oversees front desk operations. Provides guest service, guidance and leadership to ensure consistent customer service is provided. Provides solutions in a prompt manner when dealing with guests problems while working with housekeeping and other departments. Complete guest check in and check out while demonstrating thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries. Complete night audit training to ensure there is consistent coverage. To be thoroughly acquainted with all check-in  & checkout policies and procedures. To be actively involved in the Sales process & continuous increase of sales through walk-in capture and up sell techniques To be familiar with guest scenarios. To be familiar with all technical equipment related to the Front Desk. Review group resumes and note information in Log Book on the appropriate day. Must be effective in handling problems in workplace, including anticipating, preventing, identifying & solving problems as necessary. Be familiar with Fire Panel. To be familiar with all Resort facilities. To be familiar with general organization set-up. To be familiar with the inter-relationship between the different departments. Review group resume & folders before group arrival.  Audit room rates and reservation dates to ensure accuracy. Understand Group Coordinator’s position & assist. Ensure daily PBX and Front Office have supplies to work with. Must be able to train new Employees. Accurate input of Group Reservations into the System. Be familiar with Movie, Phone and Mini-bar Computer System. Ensure Registration cards for check in date are bound and alphabetized. Coordinate breaks for staff. Research billing inquires and resolve. Must be familiar with shift checklist and be able to run the desk in absence of the Front Office Manager. Monitor phone calls & assist Employees as needed. Ensure AM/PM checklists are accurately completed. Ensure that the staff consistently employees the 11 Operating Visions and Principles Effectively manage the Resort’s tower room inventory ensuring balance of room types Ensure completion of nightly bucket checks and high balance reports Ensure a smooth check in and check out process Consistently adhere to all Resort policy and procedure Ensure that all guest requests are handled in a timely manner Comply with guest comment solicitation program Ensure all charges are posed as required Ensure that the telephones are consistently answered in 3 rings and with proper greeting Ensure entire staff is in proper uniform including a nametag at all times Conduct daily pre-shift standup meeting with staff to ensure all information for current day and future days is disseminated Review and approve all adjustments by the employees Handle all guest opportunities and refer to MOD only when they escalate beyond appropriate control Maintain a clean and organized work area Supervise activity of PM Reservations and PM Bell Desk staff as required Support Sales and Marketing effort thru implementation of cross marketing initiatives Ability to effectively and impartially supervise a staff is required Exceptional Guest Service skills and ability to multitask Any and all reasonable requests of management

Qualifications

Minimum 1 year Hotel Front Desk experience. Opera experience and understanding mandatory. Must be capable of maintaining professional customer service attitude at all times.  Able to work Varied shifts and days, including weekends and holidays required. Strong communication and problem resolution skills Strong attention to detail and ability to meet deadlines Commitment to delivering excellent customer service Must possess excellent verbal & written communication skills.  Must have good math skills.  Able to stand for long periods of time. Must be able to exhibit excellent face to face customer service skills.  Must have a professional attitude and appearance.   Asian language skills a plus. Adherence to departmental and property standards and procedures Teamwork: Works efficiently and effectively as member of a team; communicates and cooperates with property staff

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Source: Hospitality Online

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