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Front Desk Supervisor

2 months ago


La Jolla, California, United States HEI Hotels and Resorts Full time
About the Role

We are seeking a highly skilled and experienced Front Desk Supervisor to join our team at HEI Hotels and Resorts. As a key member of our front office team, you will be responsible for providing exceptional customer service and ensuring a seamless guest experience.

Key Responsibilities
  • Assist the Front Office Manager in managing front office operations to achieve customer satisfaction, quality service, and compliance with corporate policies and procedures.
  • Communicate effectively with guests, staff, and management to provide clear direction and resolve any issues that may arise.
  • Assign and instruct guest service agents in details of work, observe performance, and encourage improvement.
  • Promptly complete the registration process, verify and imprint credit cards for authorization, and handle cash, make change, and balance an assigned house bank.
  • Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate, and close out guest accounts at time of check-out.
  • Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
  • Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
Requirements
  • High school diploma required, college degree preferred.
  • One year experience in customer service in hospitality or similar industry.
  • 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.
  • Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
  • Ability to access and accurately input information using a moderately complex computer system.
  • Ability to stand, walk, and continuously perform behind the front desk.
  • Ability to observe and detect signs of emergency situations with or without reasonable accommodation.
  • Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
  • Ability to establish and maintain effective working relationships with associates, customers, and patrons.
Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental, and financial wellness, creating value in your most important investment - you.

We offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield, Vision insurance programs through EyeMed, Vacation, Sick, and Holiday programs, and pet insurance through the ASPCA.

We also provide a wide array of coverage, including Supplemental, Spousal, and Child Life insurance, as well as Short and Long-Term Disability plans.

Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future.

We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.