Supervisor - Guest Reception - Front Office

JOB SUMMARY:

The Guest Reception Supervisor is responsible for assisting the Guest Reception Director while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

JOB RESPONSIBILITIES:

• Supervising procedural aspects of the hotel’s front office, maintaining a presence during peak traffic periods
• Observing talent while they work to ensure that the front desk team is checking guests in and out of the hotel in an efficient, courteous, and professional manner
• Ensuring guests’ needs and concerns are responded to in a timely, professional and friendly manner with a focus on service recovery when applicable
• Performing front desk agent duties as necessary, such as registration, check out and processing room reservations for guests
• Assisting talent with questions and problems as they occur
• Ensuring that all Elite guests, VIP guests and repeat guests are identified, recognized and pre-blocked
• Ensuring proper execution of VIP requirements, including room requests, amenity placement, welcome letters, gifts, etc.
• Monitoring cash handling, credit card totals and deposit slips to ensure accuracy
• Ensuring that all safety and security policies and procedures are followed
• Assisting with the training, coaching and development of team members
• Assisting with interviewing and hiring team members
• Managing and resolving all guest complaints and compliments in a professional and courteous manner
• Maintaining an up to date working knowledge of all property amenities as well as any special events
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.

SKILLS AND EDUCATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required

• 1 year guest services, general office, accounts receivable or customer service experience; OR an equivalent combination.
• Regularly required to sit, stand, walk, bend and use hands to handle objects, tools or controls.
• Excellent verbal and written communication skills, high level of attention to detail.
• Ability to multi-task and coordinate activities both inter and intra departmentally, make decisions in the best interest of hotel, stand for long periods of time, work varying shifts based on business demands.
• Computer proficiency not limited to: MS Word, Excel, PowerPoint and Outlook.
• Understanding of full service hotel products and guest services
• Previous supervisory experience preferred
• Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment
• Ability to handle stressful situations in a calm, professional manner and exhibit good judgment
• Must have the ability to communicate clearly and directly with guests and team members using a positive, clear speaking voice
• Strong interpersonal skills: ability to get along with diverse personalities, tactful and flexible
• Must possess strong communication and listening skills
• Ability to work a varied schedule that may include evenings, nights, and weekends

QUALIFICATION:

Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to the safety or health of employee or others. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Note: The responsibilities associated with this job could change from time to time in accordance with Hotel Californian’s business needs. As a team player, I may be required to perform additional and/or different responsibilities from those set forth above.