Front Office Supervisor

1 day ago

Redwood City, California, United States Crescent Hotels & Resorts Full time
Job Summary

Crescent Hotels & Resorts is seeking a highly skilled and experienced Front Office Supervisor to join our team at the Grand Bay Hotel San Francisco. As a key member of our front desk team, you will be responsible for supervising the daily operations of the Front Desk staff to maximize revenues and profits while attaining optimal guest satisfaction.

Key Responsibilities
  • Supervise and Train Front Desk Staff: Train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
  • Guest Service and Satisfaction: Respond to guest's special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
  • Operational Excellence: Implement company programs and supervise the daily operations of the Front Desk to comply with Standard Operating Procedures (SOPS) and Loss Prevention Standard Operating Procedures (LSOPs), maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to hotel customers.
  • Leadership and Teamwork: Supervise the Guest Service Agents, remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees.
  • Problem-Solving and Decision-Making: Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approaches to accommodate unusual situations.
  • Attendance and Availability: Comply with attendance rules and be available to work on a regular basis.
  • Additional Responsibilities: Perform any other job-related duties as assigned.
Requirements
  • Communication Skills: Must have the ability to communicate in English.
  • Self-Starting Personality: Self-starting personality with an even disposition.
  • Professional Appearance: Maintain a professional appearance and manner at all times.
  • Teamwork and Adaptability: Can communicate well with guests, willing to pitch in and help co-workers with their job duties and be a team player.
  • Problem-Solving and Conflict Resolution: Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts.
  • Mathematical Skills: Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
  • Computer Skills: Ability to access and accurately input information using a moderately complex computer system.
  • Physical Demands: Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations.
  • Communication and Reporting: Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
  • Relationship Building: Ability to establish and maintain effective working relationships with associates, customers, and patrons.
Performance Standards
  • Customer Satisfaction: Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with Crescent staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances.
  • Work Habits: In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality, and attendance.
  • Safety and Security: The safety and security of our guests and associates is of utmost importance to Crescent. Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

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