Rooms - Front Desk Supervisor

Ojai Valley Inn•Ojai, CA

6d•Onsite

About The Position

The Front Office Supervisor will be responsible for the supervision and training in all aspects of the Front Desk operations, in accordance with hotel standards. This position will direct, implement and maintain service and management philosophies which serves as a guide to the respective staff. The Front Office Supervisor will assist hotel guests courteously and efficiently according to established five-diamond service standards. Process all payments according to established hotel requirements. The Front Office Supervisor will also assist with training initiatives and SOP updates and to ensure full adherence and compliance to OVI’s luxury brand standards.

Requirements

1 year Front desk experience, preferably at a five-diamond hotel.
Previous experience working with cashiering duties.
High school graduate.
Excellent reading, writing, and oral proficiency in the English language.
Ability to provide superb communication to hotel guests, employees and vendors.
Ability to instruct and train Front Desk staff on details to use property management systems (Opera, Knowcross, and various hotel software applications and equipment).
Ability to enforce hotel’s standards, policies and procedures with Front Desk staff.
Ability to prioritize and organize work assignments, delegate work.
Ability to direct performance or staff and follow up with corrections where needed.
Ability to motivate staff and maintain a cohesive team.
Ability to assess departmental training needs and provide such training.
Ability to be a clear thinker, analyze and resolve problems while exercising good judgment.
Strong presentation and public speaking skills.
Computer proficiency in Excel, Word, and ability to learn company software applications.
Passionate about hospitality and exudes a warm and sincere approach to guest and associate service.
Detail oriented without losing sight of the bigger picture.
Ability to suggestively sell available rooms.
Ability to input and access information in the property management system (Opera).
Ability to remain calm and courteous with demanding/difficult guests and/or situations.
Ability to ensure security and confidentiality of guest and hotel information.
Ability to work without direct supervision.
Valid driver's license.

Nice To Haves

College degree.
Familiarity with yield management and cost controls by supervising hourly staff and staffing requirements.
Guiding front desk staff to yield rates with walk in guests and upselling.

Responsibilities

Supervise and train in all aspects of Front Desk operations.
Direct, implement and maintain service and management philosophies.
Assist hotel guests courteously and efficiently according to established five-diamond service standards.
Process all payments according to established hotel requirements.
Assist with training initiatives and SOP updates.
Ensure full adherence and compliance to OVI’s luxury brand standards.
Maintain complete knowledge of hotel features/services, hours of operation, room types, rates, packages, promotions, daily house count, expected arrivals/departures, room availability, and scheduled in-house group activities.
Maintain knowledge of all hotel and departmental policies and procedures.
Access all functions of the computer system according to established procedures and standards.
Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
Ensure current information on rates, packages and promotions is available and communicated to staff.
Review daily business levels, anticipate critical situations and plan effective solutions.
Conduct pre-shift briefings with staff.
Monitor the hotel front entrance and resolve congested situations.
Monitor the check-in/check-out process, ensuring agreement to hotel standards and assisting wherever necessary.
Monitor guest mail and ensure it is processed according to procedure.
Monitor staff interaction with guests, ensure prompt and courteous service, and resolve discrepancies.
Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
Anticipate guests’ needs, respond promptly and acknowledge all guests.
Promote positive guest relations at all times.
Monitor and handle guest complaints and ensure guest satisfaction.
Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
Monitor and ensure that all cashiering procedures comply with Accounting policies and standards.
Ensure that all V.I.P.’s are pre-assigned according to standards.
Work closely with Housekeeping management to ensure accurate room status and readiness.
Review resumes for arriving groups; organize and coordinate master accounts and check-in/pre-registration procedures.
Review requests for late check-outs and approve according to occupancy.
Print report on discrepant rooms, research discrepancies and enter current status accordingly.
Foster and promote a cooperative working climate, maximizing productivity and employee morale.
Follow up on assignments given by the Front Office Manager.
Process all guest check-ins according to established Five Diamond/Forbes Travel Guide Hotel requirements.
Monitor and ensure that Front Desk and lobby areas are kept clean and organized.
Supervise that staff report to work as scheduled.
Report to Front Office management any late or absent employees.
Coordinate breaks for staff.
Assign and train staff in accordance with departmental procedures.
Communicate additions or changes to assignments.
Identify situations which compromise the department’s standards and delegate tasks.
Inspect grooming and attire of staff, rectify any deficiencies.
Constantly monitor staff performance in all phases of service and job functions.
Assist staff with their job functions to ensure optimum service to guests.
Perform any other job-related duties assigned by their supervisor.