Front Desk Supervisor ("Supervisor/a de Recepcion")

Azul Hospitality•Napa, CA

4d•$24 - $26•Onsite

About The Position

The Front Desk Supervisor assists the Front Office Manager with the daily operations of the Front Desk Department and Guest Service areas, ensuring the operation meets hotel standards and maximizes guest satisfaction. The role oversees front desk procedures, guest service, staff training and coordination, room and arrival preparation, staffing, and completion of daily reports and forms. The supervisor may also assist with guest inquiries, follow company and safety policies, report maintenance or safety concerns, and perform other reasonable duties assigned by supervisors. The position is full time at The Knoll Hotel Napa Valley in Napa, California, with a stated hourly salary range of $24.00 to $26.00. Schedules may vary to reflect hotel business needs, and attendance at scheduled training sessions and meetings is required.

Requirements

High school diploma or equivalent education required.
Prior Front Desk experience required.
Must be able to speak, read, write, and understand the primary language used in the workplace.
Good verbal, written, and electronic communication skills.
Considerable knowledge of complex mathematical calculations and computer programs.
Excellent leadership capability and customer relations skills.
Detail-oriented, with outstanding organizational and communication skills.
Basic computer skills and basic computational ability.
Ability to deal effectively with internal and external customers, including those requiring patience, tact, and diplomacy, and to collect accurate information to resolve conflicts.
Knowledge of the basic functions of Windows OS, MS Office, PMS, PBX, key systems, and POS.
Self-driven and able to work independently.
Strong issue-resolution ability and proven analytical skills, with attention to detail.
Ability to perform the essential job functions with or without reasonable accommodation.
Ability to stand and exert well-paced mobility for up to four hours at a time; maneuver between simultaneous functions and work in limited spaces; and reach other hotel departments promptly.
Ability to lift up to 45 pounds as needed and push or pull carts and equipment weighing up to 250 pounds.
Ability to grasp, write, stand, sit, walk, perform repetitive motions, bend, climb, listen, and hear; occasional bending, stooping, squatting, and stretching to fulfill cleaning tasks.
Finger dexterity to operate computers, printers, a 10-key adding machine, multi-line touch-tone phone, filing cabinets, fax machines, photocopiers, dolly, and other office equipment.
Ability to pick, pinch, type, and perform substantial wrist and hand movements.
Ability to communicate continuously with staff, guests, and supervisors and to use visual abilities including near and color vision and depth perception.
Regular attendance and compliance with company and hotel rules, safety requirements, and grooming and uniform standards.

Nice To Haves

Bachelor's degree preferred.
One to three years of experience in a supervisory role preferred.
Knowledge of loyalty programs, brand standards, and hospitality industry systems preferred.

Responsibilities

Ensure efficient guest registration, checkout, and telephone service.
Observe front desk agents and ensure procedures are followed, including courteous and professional guest interactions, proper identification and credit establishment, and accurate postings, cash transactions, account settlements, and deposits.
Maximize hotel revenues through the upsell program, occupancy strategies, and parking revenue practices, including proper ticket accountability and cash handling.
Ensure guest complaints and requests are handled courteously and professionally, with appropriate follow-through.
Monitor and respond to guest satisfaction surveys and other guest comments, including third-party site feedback and comment cards.
Direct and train Front Office staff, and assist with new-hire and ongoing training.
Coordinate breaks for front desk staff and telecommunications staff, ensuring work is completed efficiently and on schedule.
Participate in hiring new staff members.
Assist with Staff Member Transaction Forms, performance appraisals, and other Staff Service forms as appropriate.
Review expected arrivals and check VIP and special-request reservations to ensure preregistration, proper room blocking, and notification of other departments about room assignments.
Review daily room availability and inform staff; check departure status daily.
Relay pertinent information to front desk agents, telecommunications, the following shift supervisor, and the Front Desk Manager.
Ensure staffing levels are appropriate for hotel demand and required reports and forms are completed daily.
Maintain familiarity with company policies and benefits.
Assist with guest inquiries, follow company and safety and security policies, and report maintenance problems, safety hazards, accidents, or injuries.
Perform other duties assigned by a manager or supervisor.
Maintain regular attendance and attend scheduled training sessions and meetings.