Front Desk Supervisor

River Terrace Inn, a Noble House Hotel•Napa, CA

1d•Onsite

About The Position

Front Desk Supervisor at the River Terrace Inn, our beautiful river front location, in the heart of the Napa Valley River Terrace Inn Come work and be part of the River Terrace Inn Team (RTI). The RTI features luxurious accommodations, personalized service, and a pristine riverfront setting with an enchanting blend of modern elegance, laid-back California charm and the energy of downtown Napa just steps away from Napa’s best shopping, tasting rooms, and Oxbow Market. THE JOB As a Front Desk Supervisor, you will assist the Hotel Manager in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with hotel policies and procedures while meeting/exceeding financial goals. Ensure that the arrival, departure, and any other guest contact experience are conducted in an efficient and friendly manner.

Requirements

High School Diploma or equivalent.
One year experience in customer service in hospitality or similar industry.
Ability to communicate effectively with guests and other team members.
Read, write and speak English fluently.
Prior cash handling experience necessary
This role requires high energy, attention to detail, a welcoming personality, and a big smile.

Responsibilities

Communicate effectively both verbally and in writing to provide clear directions to staff.
Assign and instruct guest service agents in details of work.
Observes guest service and bell attendant performance and encourages improvement.
Greet guests immediately with a friendly and sincere welcome.
Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including guest contact, payment and room rate.
Verify and imprint credit cards for authorization using electronic acceptance methods.
Handle cash, make change and balance an assigned house bank.
Accept and record vouchers, traveler's checks and other forms of payment.
Post charges to guest rooms and house accounts using the computer.
Promptly answer the telephone using a positive and clear voice.
Input messages into the computer.
Retrieve messages and communicate the content to the guest.
Retrieve mail, small packages and facsimiles for customers as requested.
Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
Make decisions and act based on previous experience and good judgment, sometimes revising approach to accommodate unusual situations.
Comply with attendance rules and be available to work on a regular basis.
Oversee daily front office operations to ensure efficiency and guest satisfaction.
Monitor the front desk area for cleanliness, organization, and presentation standards.
Proactively anticipate guest needs and provide solutions to enhance their experience.
Handle VIP arrivals, ensuring special requests are fulfilled and accommodations meet expectations.
Troubleshoot and resolve issues with property management systems (PMS) or other technology tools.
Ensure compliance with hotel policies, including safety, security, and emergency procedures.
Serve as the point of contact for emergency situations until the manager arrives.
Act as the Manager on Duty (MOD) in the absence of the General Manager or Hotel Manager, taking full leadership responsibility to address guest concerns, operational needs, and other situations within their scope of empowerment.