Front Office Supervisor

1 day ago

California, United States Rpmglobal 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: Guests form great first and last impressions of the hotel; Hotel access is controlled and room usage is tracked; Guests are called by name at every opportunity, coming and going; Banquet and catering customers are warmly welcomed, and smoothly directed to the appropriate meeting room or department; All company policies relating to the Front Desk are consistently applied; Incoming telephone calls are answered promptly and professionally; All check-in, check-out, and other POS transactions are processed 100% accurately; 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 pre-shift 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. J-18808-Ljbffr

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