Front Desk Operations Manager

7 days ago

Costa Mesa, California, United States Wincomehospitality Full time

**Job Summary:**

We are seeking a highly skilled and experienced Front Desk Supervisor to join our team at Wincome Hospitality. As a Front Desk Supervisor, you will be responsible for overseeing the front desk operations, ensuring exceptional guest service, and leading a team of front desk agents.

**Key Responsibilities:**

  • Supervise front desk operations to ensure quality processes are being completed
  • Supervise Bell/Valet Department to ensure proper operating standards, staffing, and front drive control
  • Assist in overall departmental management
  • Responsible for all transportation requests, coordination, and operations
  • Responsible for all arrivals, in-house servicing, and departures of groups
  • Manage Training Standards, SOP implementation
  • Ensure that special requests are noted and fulfilled
  • Communicate with all departments regarding in-house VIPs and any special requests/needs
  • Supervise agents to up-sell and reach goals outlined in the budget
  • Interact with team members in a professional manner, assisting other departments with necessary information
  • Main liaison between front desk operations and other departments within the hotel
  • Answer the telephone in a professional manner and assist guests with any questions, directions, etc.
  • Manage and resolve guest complaints and compliments in a professional and courteous manner
  • Listen and respond to guest inquiries using a positive, clear speaking voice
  • Maintain an up-to-date working knowledge of all property amenities as well as any special events

**Requirements:**

  • High school degree or equivalent
  • Strong computer skills
  • Pleasant telephone demeanor
  • Opera experience preferred
  • Ability to handle stressful situations in a calm, professional manner
  • Must have the ability to communicate clearly and directly with guests using a positive, clear speaking voice
  • Must have the ability to work a varied schedule that may include evenings, weekends, and holidays

**Physical Requirements:**

  • Ability to stand for entire shift
  • Ability to type, standing upright for entire shift
  • Heavy work- Exerting up to 100 lbs of force occasionally, and/or 50 lbs of force frequently and/or up to 20 lbs of force constantly to lift, carry, push, pull, or otherwise move objects

**Mental Requirements:**

  • Must be able to convey information and ideas clearly
  • Must be able to evaluate and select among alternative courses of action quickly and accurately
  • Must work well in stressful, high-pressure situations
  • Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
  • Must be at listening to, understanding, and clarifying issues raised by co-workers and guests
  • Must be able to work and understand financial information and data, and basic arithmetic functions
  • Must maintain composure and objectivity under pressure

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