Guest Services Manager

1 week ago

San Diego, California, United States Huntington Hotel Full time

Job Title: Front Desk Supervisor

Overall Responsibilities

The physical requirements outlined here are representative of those that must be fulfilled by an associate to effectively execute the essential functions of this role. Reasonable accommodations may be provided to enable individuals with disabilities to perform these essential functions.

While executing the responsibilities of this position, the associate is regularly required to stand, walk, use hands to manipulate objects, tools, or controls, and communicate verbally or audibly. The associate must be capable of standing for the entirety of their shift, with the exception of brief breaks and meal periods. The associate is frequently required to reach with hands and arms and may occasionally need to climb, balance, stoop, kneel, crouch, or crawl.

The associate must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move more than 100 pounds. Specific vision abilities required for this role include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

Provide leadership in organizing and facilitating regular departmental meetings. Attend routine Front Office leadership meetings.

Train associates, either in a classroom setting or one-on-one, to continuously develop the staff that directly reports to you.

Administer disciplinary actions as necessary. Conduct performance reviews for associates as per the established schedule.

Engage in committees and activities outside of the department.

May be responsible for scheduling and managing payroll for the entire department.

Essential Functions

Always use the guest's name. Listen attentively to each guest, focusing directly on them during every interaction.

Utilize proactive hospitality skills, which include:

  • Smiling and greeting every guest
  • Communicating with guests in a warm, friendly, and courteous manner
  • Exhibiting genuine and enthusiastic interest in the guest, paying complete attention
  • Anticipating guest needs and being flexible in responding to them
  • Being knowledgeable about your responsibilities
  • Learning to take ownership of guest issues and resolving them

Responsible for overseeing all daily operations of the Front Desk.

Coordinate shift operations in accordance with corporate and local standard operating procedures, emphasizing guest hospitality by motivating and directing employees to work collaboratively, thereby presenting a professional, proactive, and well-trained staff.

Manage the operational and staffing functions of their shift.

The primary focus should be assisting Front Desk associates with check-ins, check-outs, banking out, shift closing, and other general support functions.

Maintain and promote Guest Hospitality during shifts at all times.

Be capable of training or instructing Front Desk Associates on a daily basis when necessary.

Restock Suite Shop daily. Check storage areas and place orders as needed.

Run and print out CRM Arrivals and pre-check-in any loyalty program members arriving for the day.

Administer discipline and counseling when necessary. Involve the Front Desk Manager in disciplinary situations when required.

Assist Front Desk Associates with guest issues or complaints.

Ensure that equipment at the Front Desk is functioning properly. Any malfunctioning equipment must be reported immediately.

Thoroughly complete the supervisor's checklist by the end of your shift.

Control Front Desk Associates' overtime.

Be familiar with the daily room selling strategy.

Have knowledge of all promotions and/or current programs.

Lead daily Rooms Control operations.

Maintain a high standard of personal hygiene and be in proper uniform at all times.

Ensure that all relevant information is communicated to the following shift manager or supervisor.

Language Skills: Ability to read and interpret documents such as safety rules, safety awareness information, operation and maintenance instructions, and procedure manuals. Ability to keep logs and communicate effectively with customers and associates.

The hotel operates seven days a week, 24 hours a day. All associates must understand that it may be necessary to adjust shifts based on business demands. Additionally, it is understood that business and weather conditions will determine the number of hours worked, with some weeks scheduled for less than 40 hours and others for more than 40 hours.

Each associate is expected to fulfill all reasonable requests made by management that they are capable of performing.

Company: Huntington Hotels

Position: Front Desk Supervisor

Status: Full Time

Shift: Second (Afternoon)

Job Category: Hourly

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