Guest Services Supervisor
2 weeks ago
Job Overview:
The Front Desk Manager plays a pivotal role in overseeing the Front Office operations, ensuring that all guests receive exceptional service in a warm, efficient, and courteous manner. This position is crucial in enhancing guest satisfaction throughout their stay while optimizing room revenue and occupancy rates.
Key Responsibilities:
- Address all guest inquiries, issues, and feedback at the Front Desk or through Reservations with attentiveness and professionalism, ensuring follow-up for guest satisfaction.
- Lead, mentor, and manage Front Desk staff in accordance with company standards.
- Ensure adherence to brand and company training protocols, implementing effective training methods.
- Conduct interviews for Front Desk positions and follow established hiring processes.
- Perform regular performance evaluations for Front Desk personnel.
- Foster a positive work environment and promote employee development.
- Maximize room revenue and occupancy by analyzing daily status and monitoring credit reports.
- Participate in required meetings and prepare necessary reports to establish sales guidelines.
- Supervise the Night Audit process and ensure accuracy in financial reporting.
- Assist in developing managerial talent as assigned by corporate leadership.
- Ensure timely completion of monthly reporting requirements.
- Review staff hours for payroll and submit timely reports to the Accounting department.
- Prepare staff schedules based on business forecasts and productivity metrics.
- Implement cash handling procedures to maximize revenue.
- Maintain compliance with company policies regarding financial transactions and reporting.
- Foster open communication and collaboration with other departments.
- Oversee the operation of the Front Office computer systems and ensure proper use of communication tools.
- Ensure all guests are greeted warmly and welcomed in line with company standards.
- Monitor and manage the handling of guest messages and packages.
- Stay informed about current rates, packages, and promotions.
- Maintain an organized filing system for all operational documentation.
- Conduct meetings as required by management to ensure team alignment.
- Perform additional duties as assigned.
Qualifications:
- Minimum of 5 years of progressive experience in hotel management or a related field.
- Proven supervisory experience is essential.
- Proficiency in Windows operating systems and company-approved software.
- Strong communication skills and the ability to make quick, informed decisions.
- Ability to manage stress and maintain professionalism in high-pressure situations.
- Competence in financial data management and basic arithmetic.
Company Overview:
Aloft LAX is part of a dual-branded property that offers a unique blend of style and comfort for travelers. Our commitment to exceptional service and guest satisfaction sets us apart in the hospitality industry.
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