Front Desk Supervisor

EOS•San Francisco, CA

3d•$28 - $30

About The Position

Position Overview: The Front Office Supervisor plays a vital role in maintaining the smooth operations of the front desk and ensuring guest satisfaction. This role requires supervisory skills, attention to detail, and the ability to handle various tasks in a fast-paced hotel environment while providing excellent service. Duties include greeting and directing guests, managing check-ins and check-outs, and providing guest assistance. Key Responsibilities: Supervise front desk staff and ensure that they provide excellent customer service. Monitor daily operations of the front desk, including check-ins, check-outs, and guest requests. Manage reservations and room availability. Ensure accuracy of billing and payment processes. Monitor and review guest feedback. Resolve customer complaints. Train and coach front desk staff. Monitor staff performance and provide feedback. Create a best-in-class guest experience by engaging with guests, providing friendly courteous service, anticipating guest needs, increasing guest loyalty, and maintaining relationships. Coordinate activities with other departments to ensure that services are provided in an efficient and timely manner. Ensure financial goals of the department and the hotel are being met by managing labor costs, controlling expenses for supplies and equipment, and determining revenue-driving initiatives. Evaluate and recommend revenue driving initiatives and monitor revenue performance. Recommend and implement approved changes that could improve service and increase operational efficiency. Ability to serve as Manager on Duty. Must be able to maintain confidentiality of information. Perform other duties as requested by management.

Requirements

Supervisory experience
The ability to demonstrate exceptional Customer Service Skills.
Able to work weekends, holidays and long hours as sometimes required.
Always maintain a warm and friendly demeanor.
Must be able to effectively communicate both verbally and written, with all levels of team members and guests in an attentive, friendly, courteous and service oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by team members and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
High school diploma or equivalent, hotel experience a plus
Must be able to bend, stoop, squat and stretch to fulfill necessary tasks.
Must be able to stand for up to 8 hours in length.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including Holidays and weekends) to reflect the business needs of the hotel.

Nice To Haves

Strong knowledge of Opera Cloud and Microsoft Platform is a plus.
1 to 2 years of previous experience in a similar position in a luxury hotel preferred.
Previous experience in a customer service role.

Responsibilities

Supervise front desk staff and ensure that they provide excellent customer service.
Monitor daily operations of the front desk, including check-ins, check-outs, and guest requests.
Manage reservations and room availability.
Ensure accuracy of billing and payment processes.
Monitor and review guest feedback.
Resolve customer complaints.
Train and coach front desk staff.
Monitor staff performance and provide feedback.
Create a best-in-class guest experience by engaging with guests, providing friendly courteous service, anticipating guest needs, increasing guest loyalty, and maintaining relationships.
Coordinate activities with other departments to ensure that services are provided in an efficient and timely manner.
Ensure financial goals of the department and the hotel are being met by managing labor costs, controlling expenses for supplies and equipment, and determining revenue-driving initiatives.
Evaluate and recommend revenue driving initiatives and monitor revenue performance.
Recommend and implement approved changes that could improve service and increase operational efficiency.
Ability to serve as Manager on Duty.
Must be able to maintain confidentiality of information.
Perform other duties as requested by management.