Front Office Supervisor
Leisure Sports Hospitality
California, US
$20-$24 an hour
Full-time
MISSION
- To work Front Office (Front Desk, DTS-Operator, DTS-Delivery) shifts and assist in supervising all associates and operations within the Front Office in a professional, service-oriented manner to ensure delivery of the following : 1) Guests form great first and last impressions of the hotel;
- 2) Hotel access is controlled and room usage is tracked; 3) Guests are called by name at every opportunity, coming and going;
- 4) Banquet and catering customers are warmly welcomed, and smoothly directed to the appropriate meeting room or department;
- 5) All company policies relating to the Front Desk are consistently applied; 6) Incoming telephone calls are answered promptly and professionally;
7) All check-in, check-out, and other POS transactions are processed % accurately; and 8) Guests view the Front Desk staff as resources for hotel information.
REPORTS TO
Front Office Manager
SUPERVISES
Front Desk Agents, DTS-Operators, DTS-Delivery Attendants
PRIMARY FUNCTIONS
- Assist in the hiring, supervision, training, and development of Front Desk Agents, DTS-Operators and DTS-Delivery Attendants
- Be fully capable in all duties, responsibilities and expectations of the Front Office position
- Assist in ensuring LSI Human Resources policies and employment practices are followed in the Front Office Department
- Ensure responsiveness of staff to all guest questions and concerns
- Ensure that all Front Office policies and procedures are consistently enforced and followed by all staff
- Assist in providing the necessary tools for Front Office associates to perform their jobs in the most efficient and hospitable manner
- Assist in determining the requirements for, and follow up with, special groups and VIPs
- Assist in preparing and posting weekly schedules that are compatible with guest needs and budget guidelines
- Supervise the workload during your shift; complete checklists as required
- Ensure LSI Customer Service and Facility Walkthrough and Core Value Quick Check standards are understood and followed by all staff
- Have a clear understanding of the roles and responsibilities of all other departments in the hotel and club
- Assist in handling and resolving all guest issues
- Assist in updating group information daily, maintain future group file, monitor and prepare group requirements; distribute this information as needed
- Serve as role model and set an example for service excellence within the Front Office
- Have a thorough understanding of Micros, Guestware and PMS systems, and be able to act as a troubleshooter; understand the basics of the MARSHA system;
work closely with the Sales & Marketing Departments
- Conduct daily R Way Stand-Up meetings for department
- Other responsibilities or projects as assigned by the Front Office Manager
DRIVERS OF SUCCESS
- Initiative and Leadership
- Customer Service skills and the ability to focus staff on customer service
- Communication Skills
- Hiring, Training and Coaching Skills
- Organization Skills; Attention to Detail
- Dynamic and Outgoing Personality
PERFORMANCE MEASUREMENT
- Guest Retention and Satisfaction; Guest Survey scores
- Customer Service and Facility Walkthrough Scores
- Core Value Quick Check Scores
- Front Office Departmental P&L
- Quarterly Audit scores
- Staff Retention and Satisfaction
ESSENTIAL PHYSICAL REQUIREMENTS
- Able to write, speak clearly, read, hear and see
- Standing for prolonged periods
- Walking, bending, kneeling
- Lifting and carrying (up to 30 lbs.)
- Typing and computer operation
- Occasional telephone work / use
21 days ago