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Front Office Supervisor

3 months ago

Aliso Viejo, California, United States Renaissance Club Sport Full time
Leisure Sports Service Department

Job Description

FRONT OFFICE SUPERVISOR

MISSION


To work Front Office (Front Desk, DTS-Operator, DTS-Delivery) shifts and assist in supervising all associates and operations within the Front Office in a professional, service-oriented manner to ensure delivery of the following: 1) Guests form great first and last impressions of the hotel; 2) Hotel access is controlled and room usage is tracked; 3) Guests are called by name at every opportunity, coming and going; 4) Banquet and catering customers are warmly welcomed, and smoothly directed to the appropriate meeting room or department; 5) All company policies relating to the Front Desk are consistently applied; 6) Incoming telephone calls are answered promptly and professionally; 7) All check-in, check-out, and other POS transactions are processed 100% accurately; and 8) Guests view the Front Desk staff as resources for hotel information.


REPORTS TO
Front Office Manager

SUPERVISES
Front Desk Agents, DTS-Operators, DTS-Delivery Attendants

PRIMARY FUNCTIONS

  • Assist in the hiring, supervision, training, and development of Front Desk Agents, DTS-Operators and DTS-Delivery Attendants
  • Be fully capable in all duties, responsibilities and expectations of the Front Office position
  • Assist in ensuring LSI Human Resources policies and employment practices are followed in the Front Office Department
  • Ensure responsiveness of staff to all guest questions and concerns
  • Ensure that all Front Office policies and procedures are consistently enforced and followed by all staff
  • Assist in providing the necessary tools for Front Office associates to perform their jobs in the most efficient and hospitable manner
  • Assist in determining the requirements for, and follow up with, special groups and VIPs
  • Assist in preparing and posting weekly schedules that are compatible with guest needs and budget guidelines
  • Supervise the workload during your shift; complete checklists as required
  • Ensure LSI Customer Service and Facility Walkthrough and Core Value Quick Check standards are understood and followed by all staff
  • Have a clear understanding of the roles and responsibilities of all other departments in the hotel and club
  • Assist in handling and resolving all guest issues
  • Assist in updating group information daily, maintain future group file, monitor and prepare group requirements; distribute this information as needed
  • Serve as role model and set an example for service excellence within the Front Office
  • Have a thorough understanding of Micros, Guestware and PMS systems, and be able to act as a troubleshooter; understand the basics of the MARSHA system; work closely with the Sales & Marketing Departments
  • Conduct daily R Way Stand-Up meetings for department
  • Other responsibilities or projects as assigned by the Front Office Manager

DRIVERS OF SUCCESS

  • Initiative and Leadership
  • Customer Service skills and the ability to focus staff on customer service
  • Communication Skills
  • Hiring, Training and Coaching Skills
  • Organization Skills; Attention to Detail
  • Dynamic and Outgoing Personality

PERFORMANCE MEASUREMENT

  • Guest Retention and Satisfaction; Guest Survey scores
  • Customer Service and Facility Walkthrough Scores
  • Core Value Quick Check Scores
  • Front Office Departmental P&L
  • Quarterly Audit scores
  • Staff Retention and Satisfaction

ESSENTIAL PHYSICAL REQUIREMENTS

  • Able to write, speak clearly, read, hear and see
  • Standing for prolonged periods
  • Walking, bending, kneeling
  • Lifting and carrying (up to 30 lbs.)
  • Typing and computer operation
  • Occasional telephone work/use