Front Office Supervisor

1 week ago

Santa Barbara, California, United States El Encanto, A Belmond Hotel Full time
Unlock the Art of Crafting Unforgettable Guest Experiences

At El Encanto, A Belmond Hotel, we're seeking a skilled Front Office Supervisor to join our team. As a key member of our Front Office team, you'll be responsible for delivering exceptional guest experiences through personalized handling of reservation requests, ensuring seamless check-ins, and providing warm and friendly service to our valued guests.

Key Responsibilities:
  • Provide warm and personalized service to guests, ensuring their needs are met and exceeded
  • Prepare and check on guest needs prior to arrival, including amenity delivery and room readiness
  • Special attention and preparation for VIP arrivals
  • Meet, greet, and escort VIP guests to their rooms
  • Attend promptly to guests' inquiries and assist with their needs during their stay
  • Coordinate guest preferences and update guest profiles accordingly
  • Handle guest complaints and provide immediate and effective solutions, reporting follow-up
  • Assist in the day-to-day running of the hotel in all front-of-house departments, maintaining high standards at all times
  • Ensure Guest Service Agents follow LQA/Forbes standards and complete checklists
  • Ensure posting accuracy within the Front Desk
  • Check rate code accuracy and correct posting of package credits
  • Route 3rd-party bookings correctly
  • Monitor Check Outs in a timely manner and communicate relevant information with Housekeeping
  • Train GSA new hires on Front Office tasks and responsibilities
  • Train Front Office Team on new SOPs and tools
  • Create new SOPs
  • Schedule and monitor Team member's lunch breaks
  • Promote internal outlets and activities organized by the hotel
  • Concierge-related tasks, such as restaurant recommendations and bookings
  • Work closely with FO Managers and Director of Rooms, ensuring a proper handover on a daily basis
  • Work closely with the Reservations Team to obtain guest relevant information and communicate correctly to the rest of the Team
  • Perform as Rooms Controller when business level requires
  • Responsible for weekly inventory of Front Office Supplies
  • Ensure guests' privacy and confidentiality, comply with GDPR
  • Analyze customer feedback and suggest strategies to continuously improve overall rating
  • Bid 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, 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
  • Basic life and AD&D, as well as short-term disability
  • Voluntary life/AD&D, spouse life/AD&D, dependent life, critical care, hospital indemnity, accident, and flexible spending
  • Paid time off, sick pay, 401(k) program with company matching, and employee assistance program
  • Free cafeteria meals and discounts on food and beverage, spa treatments, and retail boutique items
  • Discovering Belmond program offering complimentary accommodation for team members while on leisure travel outside their region at any Belmond hotel and resort

We strive to create an environment where our employees can thrive both personally and professionally. With a commitment to your ongoing development, you'll have the opportunity to learn and grow alongside some of the most talented individuals in the industry. Join us and be part of creating unforgettable moments for our guests, communities, and each other.

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