Front Desk Supervisor

2 weeks ago

Albuquerque, United States Heritage Hotels & Resorts Full time

Job Type

Full-time

Description

WORK, PLAY & ENJOY LIFE WITH HERITAGE
We offer a work environment that is focused on the employee experience, extremely flexible work schedules and benefits that are unmatched in the industry; including generous discounts on hotel room rates and food at all of our restaurants in the portfolio across the state of New Mexico
Full-time Hourly Position ranging from $17.50-$19.50 an hour DOE + benefits. Located in Albuquerque, NM. Working out of our Clyde Hotel.

Position Purpose: The Guest Services Supervisor is the supervisor on shift and helps sets the tone for the Heritage experience alongside all other Guest Experience Hosts and is part of the main point of contact for duration of a guests stay. The Guest Services Supervisor are expected to be professional consistent and energetic when they welcome the guests stay at a Heritage property. Our Guest Experience Hosts will articulate the story, inspiration, behind the experience of Heritage, while prioritizing and being mindful of the guests needs. The Guest Services Supervisor is an essential support to the Front of House team in creating unforgettable experiences for guests.

Supervisory Responsibilities: Shift oversight of Guest Experience Hosts

Essential Duties and Functions/Responsibilities/Tasks:

  • Work under direction of Front Office Manager.
  • Communicate daily with leadership regarding job assignments and required timeframe.
  • Maintain high level of positive and professional approach with coworkers and guests.
  • Maintain a proper flow of service and FOH staffing levels during shift.
  • Support the Manager in shift oversight, recruitment, training, assigning work, appraising performance, and addressing complaints.
  • Oversee activities of the front of house during shift and expedite check-in or wait times as needed, per company standards and policies.
  • Work with the back of house team in your venue to ensure that all guest requests are met.
  • Maintain strong focus on the guest experience and base all of your decision making around making our guests happy, especially when resolving complaints.
  • Resourcefully solve any issues that arise and seize control of any problematic situation.
  • Welcome guests to the unique accommodation experience of Heritage by articulating the story, inspiration, and mindset of the property to our guests.
  • Passionately deliver refined, seamless service, while upholding the highest level of confidentiality for the safety and comfort of each guest.
  • Provide highly knowledgeable recommendations for guests about hotel events, amenities, local attractions, restaurants, etc.
  • Assign guests to their rooms before arrival, communicating the care that is taken to make their stay comfortable and safe.
  • Answer the phone, make reservations, take and distribute messages or mail and redirect calls.
  • Post charges, such as those for rooms, food, beverage, or telephone calls.
  • Review accounts and charges with guests during the check-out process.
  • Maintain the upmost confidentiality and care with guest information.
  • Manage all aspects of our reservations system.
  • Upsell room types, dinner reservations, and spa appointments when appropriate.
  • Maintain cleanliness of front desk area.
  • Comply with safety and sanitation regulations and standards at all times.
  • Acknowledge special occasions with guests; weddings, birthdays, anniversary, etc. further providing room upgrades and amenities when applicable.
  • Attend required training sessions or meetings.
  • Other duties as assigned consistent with the functions of this position as needed at the property.
Requirements
  • Must be a passionate people person, as this job is highly interactive and requires superb customer service skills.
  • Friendly and warm demeanor, excellent verbal communication and ability to multitask while maintaining poise.
  • Competent with computer technology to easily learn reservation management system, the point of sale system to process payments, and Microsoft Office Suite for basic document manipulation and printing.
  • Ability and willingness to work flexible hours including weekends, holidays and late nights.
  • Ability to work on feet for eight hours or more.
  • Must be able to lift/push/reach for/carry 25+ pounds occasionally.
  • 2 years or equivalent combination of education and experience; high volume guest-interfacing hospitality experience preferred.
  • High school diploma or equivalent experience/training.

Inspiring Our Communities, & Celebrating Local Artisans. Full job description will be provided during interview / upon hire. Heritage Hotels & Resorts Inc. is an Equal Opportunity Employer.

Salary Description

$17.50-$19.50 An Hour

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