Front Desk Supervisor

GRAND PACIFIC HOTEL SERVICES LP•Carlsbad, CA

11d•$22 - $24•Onsite

About The Position

POSITION PURPOSE Oversee the daily operations of the Front Desk Department and Guest Service areas. Ensure that front desk and communications meet hotel standards for maximum guest satisfaction. Act as the main contact for guests and other hotel departments in the absence of the Front Office Manager. ESSENTIAL FUNCTIONS Ensure WELCOME process is followed by all associates, proper recognition of BONVOY members, 15/10 rule is being followed by all associates, check out is efficient, and telephone service. Observe front desk agents and ensure that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification, input of personal information, and credit are established and all posting, rate schedules, packages, cash transactions, account settlements and deposits are handled correctly. Observe front desk and telephone attendants and ensure that their duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, calls are handled both courteously and professionally stating first name, calls are answered on a timely basis and the proper greetings are used, messages and faxes are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through, Guest and Associate requests are input into GXP, follow up calls are made to guest and time of tasks completed are ensured. Direct and train front desk staff and operators. Assist in new-hire and on-going training. Direct and assist front desk staff and telecommunications in organizing breaks, ensuring that all work is completed efficiently and according to schedule. Train all associates in Marketplace and SOP’s. Arrive at workplace on time in full uniform prepared with tools and all equipment needed for service. Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment. Review the daily room availability and inform staff in Buzz sessions. Check status of departures on a daily basis. Corporate Connect Lounge and ensure open and closed on time as well as operated efficiently. Make sure all stock for necessary printing is ordered. Relay all pertinent information to front desk agents, telecommunications, the following shift supervisor, Night Audit, and the Front Office Manager. Ensure Night Audit is processing all tasks correctly and completely. In absence of Bell Captain oversee the Valet and Bell Departments. Ensure all necessary reports, time edit are completed on a daily basis, Daily Department Associate Audits, and forms are completed daily. Track and log all upgrades, call offs, and guest complaints. Complete and present performance reviews as well as proposals for increases. Pre screening front office applicants, reference checks, new hire paperwork, and all associate paperwork for payroll processing. Other: Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required. Upon employment, all employees are required to fully comply with Westin/Sheraton Carlsbad Resort & Spa rules and regulations for the safe and effective operation of the hotel’s facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment. SUPPORTIVE FUNCTIONS In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel: This position will require associate to train during the overnight hours in order to have a clear understanding and successfully complete a Night Audit shift when the need should arise. Assist Guest Relations/Receivables as necessary. Any other duties as assigned by the Front Office Manager.

Requirements

Must be able to speak, read, write and understand the primary language(s) used in the workplace.
Must be able to read and write to facilitate the communication process.
Requires good communication skills, both verbal and written.
Extensive knowledge of the hotel, its services and facilities.
Must have excellent customer relations skills and leadership capability.
Must be detail oriented with outstanding organizational and communication skills.
Must possess basic computational ability.
Must possess basic computer skills.
Must have excellent leadership capability and customer relations skills.
Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.
High School diploma or equivalent required.
Front desk experience required.

Nice To Haves

1-2 years supervisory experience preferred.
Experience at a property of similar size and quality preferred.

Responsibilities

Oversee the daily operations of the Front Desk Department and Guest Service areas.
Ensure that front desk and communications meet hotel standards for maximum guest satisfaction.
Act as the main contact for guests and other hotel departments in the absence of the Front Office Manager.
Ensure WELCOME process is followed by all associates, proper recognition of BONVOY members, 15/10 rule is being followed by all associates, check out is efficient, and telephone service.
Observe front desk agents and ensure that established procedures are completed in accordance with policy and procedure
Direct and train front desk staff and operators.
Assist in new-hire and on-going training.
Direct and assist front desk staff and telecommunications in organizing breaks, ensuring that all work is completed efficiently and according to schedule.
Train all associates in Marketplace and SOP’s.
Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment.
Review the daily room availability and inform staff in Buzz sessions.
Check status of departures on a daily basis.
Relay all pertinent information to front desk agents, telecommunications, the following shift supervisor, Night Audit, and the Front Office Manager.
Ensure Night Audit is processing all tasks correctly and completely.
In absence of Bell Captain oversee the Valet and Bell Departments.
Ensure all necessary reports, time edit are completed on a daily basis, Daily Department Associate Audits, and forms are completed daily.
Track and log all upgrades, call offs, and guest complaints.
Complete and present performance reviews as well as proposals for increases.
Pre screening front office applicants, reference checks, new hire paperwork, and all associate paperwork for payroll processing.