Front Desk Supervisor

2 weeks ago

Big Sur, United States Big Sur Lodge Full time

Compensation Amount:

20.00 USD Hourly

Job Summary:

The Front Desk Supervisor oversees the front desk agents and operations, including checking guests in and out, reservations, and monitoring of the switchboard, while ensuring overall excellent guest service.

Job Description:

ESSENTIAL FUNCTIONS

  • Receive direction from the Rooms Division Manager, Operations Manager and/or General Manager to assist in supervising, training, scheduling, disciplining, reviewing, and directing the front desk staff.

  • Anticipate and address guest issues and establish proactive processes to promote guest satisfaction.

  • Respond to guest inquiries and resolve customer complaints in a timely manner.

  • Oversee the daily shift briefing process for department, ensuring all employees on shift are familiar with VIP guests' in-house/arriving/departing, any significant events on property, and any other pertinent information.

  • Understand and enforce the hotel company credit policies, account for all cash, and make deposits in accordance with hotel and company policies.

  • Ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift.

  • Lead and support the resolution of Guest accounting inquiries or concerns and assist in the coordination, communication and planning for daily house activities and event billing requirements in collaboration with Accounting and Sales departments.

  • Maintain and ensure safe facility environment including standards for maintenance and upkeep of unit’s equipment, housekeeping, sanitation, dress, cash control, and employee hygiene. Notify management of all unusual events, circumstances, or other safety or quality control issues.

  • Represent the company in a professional and positive manner at all times. Maintain and enhance the company’s image when interacting with clients, guests, associates, and vendors.

  • Oversees front desk and lobby area.

  • Assist in coordinating the Front Desk and the Housekeeping Department during events and other related duties.

SKILL AND KNOWLEDGE REQUIREMENTS INCLUDE

  • High School Diploma.

  • Clerical skills including typing, filing, office machine operations, cash register operation, maintenance of records, and the ability to undertake multiple tasks simultaneously.

  • Bilingual is a plus (English/Spanish).

  • Computer proficiency with the ability to utilize MS Outlook, Word, and Excel.

  • Demonstrated talent for interacting with a wide variety of people; ability to effectively organize and coordinate multiple priorities; ability to learn and develop new skills; ability to problem solve.

  • Ability to arrange and coordinate schedules for reservations.

  • Excellent interpersonal, administrative, telephone and other communications skills.

PHYSICAL AND MENTAL REQUIREMENTS

  • Moving about on foot to accomplish tasks, particularly frequent movements from place to place within the unit.

  • Bend, lift, carry, reach/extend arms and hands above shoulder height frequently, or otherwise move in a constantly changing environment.

  • Lifting, carrying, and pushing up to 25 lbs. regularly, 30-35 lbs. frequently, and up to 50 lbs. occasionally.

  • Ability to stand for the entire work day and to climb steps regularly.

  • Reading and writing work-related documents in English.

  • Speech recognition and clarity, including the ability to understand the speech of customers and co-workers and the ability to speak clearly so that you can be understood by customers and co-workers in English.

  • Constantly communicates and receives verbal communication with other employees in a fast-paced environment.

  • Physical presence at the job site is essential to perform job duties.

EQUIPMENT USED

  • Typical office equipment (computers, phone system, fax, copiers, scanners, among others).

  • Reservations and POS systems.

Founded in 1917, Guest Services has worked tirelessly to earn the reputation as the premier hospitality management company and National Park Service concessionaire in the United States. Guest Services takes great care and pride in providing best-in-class services across a wide variety of client sites including luxury communities, hotels, resorts, government and business dining facilities, full-service restaurants, state and national parks, outdoor recreation, boathouses, marinas, museums, conference centers, senior living communities, health care systems, school and university dining facilities, and specialty retail stores.

Guest Services, Inc. is an Equal Opportunity / Affirmative Action employer.  All qualified applicants will receive consideration for employment and promotion without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

OUR COMMITMENT TO DIVERSITY, EQUITY, & INCLUSION: We embrace Diversity, Equity, and Inclusion (DEI) and the richness it brings to our company. Our commitment is to provide an inclusive workplace where individuals can bring their whole selves to work, enabling them to provide the best level of service to our diverse customer base.

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