Front Office Supervisor
2 weeks ago
El Encanto, A Belmond Hotel, has been meticulously restored to capture all the romance and glamour that endeared it to both the local Santa Barbara community and visitors alike. Ninety-two quintessential, California-styled suites and bungalows, terraced grounds featuring seven-acres of gloriously landscaped gardens with sweeping views of Santa Barbara and the Pacific Ocean. Original architectural features have been lovingly restored, including the historic, trellis-lined Arbor and Lily Pond. Modern additions to the expansive outdoor zero-edge pool and a new beautifully appointed boutique spa enhance the journey for today’s luxury-seeking guest. With our vast offerings, the opportunities to craft a unique career here are endless.
As a Front Office Supervisor at El Encanto, A Belmond Hotel, you are part of a team that enhances guest experiences through personalized handling of reservation requests. The Front Office Supervisor is to be a role model, sharing your expertise and continually inspiring the Front Office Team to go above and beyond for our guests. You will also ensure that the Front Desk Team is creating an efficient and smooth operation for producing excellent feedback and guest satisfaction. In this role, you will unlock the art of crafting a pre-arrival journey for each guest. If you’re looking to develop your skills and be part of a the future of luxury, this is your moment.
**Requirements**:
- Responsible for a warm reception to our guests while ensuring they are satisfied, assisted and guided throughout their stay, exceeding their expectations
- Prepares & Checks on Guest needs prior to arrival, including amenity delivery, IRD, HSK and Room Readiness.
- Special attention, preparation for VIP arrivals
- Meets, greets & escorts (VIP) Guests to their room
- Attends promptly to guests' inquiries and assists them with their needs during their stay
- Coordinating Guest Preferences & proceeds w/ guests profile update accordingly
- Guest Complaint handling, provides immediate and effective solutions, report follow up
- Responsible for assisting in the day to day running of the hotel in all front of the house departments according to the Company policies, standard and procedures, maintaining high standards at all times
- Ensures that Guest Service Agents are following the LQA/Forbes standards and completing their checklists
- Ensures posting accuracy within the Front Desk
- Checks on rate code accuracy & correct posting of package credits
- Makes sure that 3rd party bookings are routed correctly
- Responsible for daily Credit Report
- Monitors Check Outs in a timely manner and communicates all relevant information with Housekeeping immediately
- Trains GSA new hires on Front Office Tasks and Responsibilities
- Trains Front Office Team on new SOP’s and tools
- Creates new SOP’s
- Schedules and monitors Team member’s lunch breaks
- Promotes internal outlets and activities organized by the hotel
- All Concierge related tasks, as restaurant recommendation & bookings, such as other activities
- Works close with FO Mgrs.& Director of Rooms, ensures that a proper handover is provided on a daily basis
- Works close with the Reservations Team, in order to get all guest relevant information and communicates correctly to the rest of the Team
- Performs as Rooms Controller when business level requires
- Responsible for weekly inventory of Front Office Supplies
- Ensures guests privacy and confidentiality, complies with GDPR
- Analyses customer feedback and suggests strategies to continuously improve overall rating
- Bids a warm and friendly farewell to departing guests / VIPs and recap on their stays
- Use utilities and resources in a responsible manner to control wastage.
- Communicate relevant information to the department, your line manager and across departments, as appropriate.
- Comply with safe working practices, Health and Safety policy and ensure accidents/defects are reported immediately.
- Attend learning and development courses and complete eLearning modules, as required.
- Demonstrate and be a role model of Belmond’s core values of Care, Confidence, Curiosity and Community.
**Benefits**:
At El Encanto we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. We offer a comprehensive range of compensation, perks and benefits including:
Medical, Dental and Vision coverage. In addition, the company pays for basic life and AD&D as well as short term disability. Team members can choose additional coverage to include voluntary life/AD&D, spouse life/AD&D, dependent life, critical care, hospital indemnity, accident and flexible spending.
The Company offers paid time off, sick pay, a 401(k) program with company matching, and an employee assistance program. Team members also enjoy free cafeteria meals and discounts on food and beverage, spa treatments, and retail boutique items.
The Discovering Belmond program offers co
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