Front Office Supervisor

The Cliffs Hotel and Spa•Shell Beach, CA

1d•$23 - $25•Onsite

About The Position

The Cliffs Hotel & Spa is the premier oceanfront hotel on the Central Coast, offering beautiful ocean views of Pismo Beach and a team known for outstanding customer service. As a locally owned business and proud supporter of the Central Coast Community, The Cliffs Hotel & Spa provides donations and hosts community-focused programs. They also prioritize employee well-being with appreciation events, discounted lunches, and special hotel benefits. The hotel is seeking an organized, reliable, and motivated full-time Front Office Supervisor to create a sense of luxury and ensure staff engage guests effectively. This role oversees the Reception Desk, Pool, Concierge, and Guest Services, and collaborates with Housekeeping, Sales, and Food and Beverage management to coordinate daily tasks and events. The goal is to ensure the highest levels of guest satisfaction through effective management and proper staffing, while upholding The Cliffs' Mission, Values, and Forbes standards.

Requirements

Must be available to work 40 hours per week
Must be available to work weekends, nights, and Holidays
High school diploma; college degree preferred.
Working knowledge of guest services in a luxury hotel setting.
Excellent command of English language.
Ability to work with and manage people effectively.
Ability to multitask and work in mentally demanding situations.
RBS certified

Nice To Haves

college degree preferred

Responsibilities

Oversees the Reception Desk, Pool, Concierge, and Guest Services.
Works with Housekeeping, Sales, and Food and Beverage management in coordinating daily tasks, meetings, and group activities.
Ensures the highest levels of guest satisfaction through effective management and proper staffing levels.
Upholds The Cliffs' Mission, Values, and Forbes standards.
Maintains high standards through daily assignments and assists desk agents in doing the same.
Represents the hotel and upper management to employees, guests, visitors, and vendors.
Is a visible floor presence in the lobby and front loop; accessible for any guest and for any employee at any time.
Leads by example with higher standards of service, which includes upholding The Cliffs' Mission and Values.
Sets standard for the staff, upholding the requirements of FORBES and AAA, as well as standards communicated by executive management.
Teaches and demonstrates use of scripting standards and guidelines for guest interactions as outlined by FORBES, including guest name usage, proper verbiage, seamless handoff, etc.
Monitors proper scheduling of the reception desk, pool, and concierge, and covers shifts as necessary.
Contributes input to required meetings, including weekly operations meetings.
Communicates immediately and effectively in any situations which may require management assistance, including employee-related issues as well as guest issues.
Coordinates VIP recognition and room assignments.
Solicits guest feedback with a genuine sense of interest and concern to understand needs and wants of customers, demonstrating anticipatory service when appropriate, taking immediate corrective action when guests' needs are not met.
Reacts to any and all guest complaints in a timely, discreet and professional manner; offering appropriate alternatives to difficult requests.
Utilizes Revinate reporting to teach, coach, and train staff on exceeding guest service standards.
Facilitates training of new hires and assists with training of newly implemented procedures.
Observes, corrects, and coaches staff fairly and effectively to ensure a quality guest experience, including but not limited to Forbes standards, employee time and attendance, personal appearance and adherence to uniform policies.
Ensures Front Desk and lobby area are kept clean and debris-free, including water and coffee stations.
Demonstrates working knowledge of safety and fire procedures.
Assists in emergency and security procedures as directed by the employee manual and the established emergency plan.
Supervises use and prevents negligent use of supplies and equipment minimizing waste, breakage, and misuse.
Acts as Front Office Manager when necessary.
Performs tasks as assigned by manager.
Completes delegated tasks and projects; assists other departments as business volumes and staff levels demand.
Completes supervisor checklist and ensures agents complete their checklists; informs management if there is anything that time does not permit.