Front Office Team Leader

2 weeks ago


El Paso, Texas, United States Plazahotelelpaso Full time

Position: Guest Services Supervisor

Company: Plaza Hotel Pioneer Park

Overview

We are seeking a dedicated Guest Services Supervisor to oversee front desk operations, ensuring adherence to our established standards of guest service, quality, and sustainability.

Career Advancement Opportunities

This role can lead to positions such as Assistant Front Office Manager, Front Office Manager, or Assistant General Manager.

Key Responsibilities

  • Conduct interviews, select, train, schedule, coach, and support team members, ensuring alignment with brand standards and core values.
  • Address guest complaints and concerns through thorough investigation and effective resolution strategies.
  • Monitor guest satisfaction scores and implement strategies to enhance departmental and overall guest satisfaction.
  • Engage with guests through lobby ambassador activities, fostering relationships that encourage repeat visits.
  • Supervise front office operations in the absence of senior management.
  • Perform financial tasks including account balancing and audits.
  • Manage reservations and confirmations.
  • Promote marketing initiatives specific to our brand.
  • Welcome guests upon arrival, facilitating their registration and room assignments.
  • Prepare welcome packets with essential information and keys.
  • Process billing, collect payments, and manage cash transactions.
  • Close guest accounts at checkout, negotiating solutions in case of dissatisfaction.
  • Develop actionable plans to address service deficiencies.
  • Ensure cleanliness and maintenance of the hotel entrance, reception, and public areas.
  • Adhere to sustainability practices as part of our EarthView program.
  • Follow safety protocols and standards.
  • Perform additional duties as assigned by management.

Qualifications

Preferred candidates will have an Associate's or Bachelor's degree and 1 to 3 years of relevant experience.

Work Environment

This position requires flexibility in scheduling, including availability for various shifts, holidays, and weekends. Physical demands include standing for extended periods, walking, and lifting up to 25 pounds.

Our Values

We believe in the capability of our people, delivering excellence, and maintaining agility in our operations.

Plaza Hotel Pioneer Park is an equal opportunity employer, committed to a diverse and inclusive workplace.



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