Oxford Suites Paso Robles - Front Desk Supervisor

Oxford Suites & Hotels•Paso Robles, CA

About The Position

POSITION SUMMARY: The Front Desk Supervisor is responsible for assisting the day-to-day operations of the hotel with the guidance and direction of the hotel General Manager. This position will provide leadership, training, and motivation for the front desk staff, while enforcing all company policies and procedures including sanitation and cleanliness standards. ESSENTIAL DUTIES & RESPONSIBILITIES: All duties and responsibilities of this position are to be performed with exceptional caring and genuine guest service upholding the Oxford Collection of hotels standards and culture at all times. Guest Relations (50%): Assist guests with arrival and departure from hotel, including occasional bell or valet assistance as needed, while providing positive guests experiences. Register guests, verify registration details, and manage key control. Respond to guest inquiries, special requests, and concerns, ensuring optimal levels of guest satisfaction and repeat business. Resolve customer complications and complaints by conducting thorough research and determining effective solutions, authorizing revenue allowances only after other alternatives have been offered. Remain available to guests at all times at the front desk and coordinate frequently with housekeeping, maintenance, and bistro staff to ensure smooth operations and guest satisfaction Perform all tasks in compliance with federal, state, local, requirements and Oxford Collection of hotels safety standards and security procedures. Maintain integrity, confidentiality, and sensitivity when working with both internal and external clients & guests. Report any maintenance issues to the supervisor or General Manager. Administration (20%): Ensure accurate room inventory management, report any guest incidents to management, and maintain up-to-date availability information in the reservations system Assist in Implementation of company programs and supervise daily front desk operations to comply with SOPs, maximize revenues, and motivate team members Leadership & Supervision (20%): Serve as a role model for front desk agents and other employees Always provide a high level of customer service, taking time with our guests to ensure every aspect of their stay is up to expectations Assist in the supervision and evaluation of the Front Desk Agents, providing training & guidance, and resolving problems through open communication Review time and attendance records, assist in scheduling, monitor compliance with company policies, scheduled breaks and overtime regulations, and addressing any discrepancies in a timely manner Obtain sales leads for the sales department and support other hotel functions Proactively present solutions to the management team for resolving problems and conflicts Attends daily and weekly staff meetings in the Mangers absence Other (10%): Works with front desk staff to ensure that the hotel meets cleanliness and sanitation standards Adhere to attendance policies and maintain regular availability for scheduled shifts Maintain integrity, confidentiality, and sensitivity when working with both internal and external clients and guests May participate in the drivers program or other hotel-related duties as assigned Additional tasks may be assigned, modified or changed as no employee has any inherent right to any particular job or authority.

Requirements

Food handler’s license and liquor server permits as required by state law (or ability to obtain)
Proof of eligibility to work in the United States
Reliable transportation to and from work
Ability to work a flexible schedule including evening, weekends and holidays
Reliable and consistent attendance
Must be able to perform simple grasping, fine manipulation, and repetitive hand and arm movements frequently
Must be able to lift 50 pounds occasionally and often exert up to 20 pounds of force to push, pull, carry, lift or otherwise move objects
Must be able to bend, squat, crawl, kneel, push, pull, and walk on uneven surfaces on an occasional basis
While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, snow, heat)
Must be able to climb stairs both inside and outside in a variety of weather conditions

Nice To Haves

High School Diploma or GED preferred
1+ years of supervisory experience preferred
Hospitality / hotel work experience preferred

Responsibilities

Assist guests with arrival and departure from hotel, including occasional bell or valet assistance as needed, while providing positive guests experiences.
Register guests, verify registration details, and manage key control.
Respond to guest inquiries, special requests, and concerns, ensuring optimal levels of guest satisfaction and repeat business.
Resolve customer complications and complaints by conducting thorough research and determining effective solutions, authorizing revenue allowances only after other alternatives have been offered.
Remain available to guests at all times at the front desk and coordinate frequently with housekeeping, maintenance, and bistro staff to ensure smooth operations and guest satisfaction
Ensure accurate room inventory management, report any guest incidents to management, and maintain up-to-date availability information in the reservations system
Assist in Implementation of company programs and supervise daily front desk operations to comply with SOPs, maximize revenues, and motivate team members
Serve as a role model for front desk agents and other employees
Always provide a high level of customer service, taking time with our guests to ensure every aspect of their stay is up to expectations
Assist in the supervision and evaluation of the Front Desk Agents, providing training & guidance, and resolving problems through open communication
Review time and attendance records, assist in scheduling, monitor compliance with company policies, scheduled breaks and overtime regulations, and addressing any discrepancies in a timely manner
Obtain sales leads for the sales department and support other hotel functions
Proactively present solutions to the management team for resolving problems and conflicts
Attends daily and weekly staff meetings in the Mangers absence
Works with front desk staff to ensure that the hotel meets cleanliness and sanitation standards
Adhere to attendance policies and maintain regular availability for scheduled shifts
Maintain integrity, confidentiality, and sensitivity when working with both internal and external clients and guests
May participate in the drivers program or other hotel-related duties as assigned