Front Office Supervisor

Leisure Sports, Inc.•Aliso Viejo, CA

7d•Onsite

About The Position

The Front Office Supervisor will work Front Office shifts (Front Desk, DTS-Operator, DTS-Delivery) and assist in supervising all associates and operations within the Front Office. The goal is to ensure a professional, service-oriented manner that delivers excellent guest experiences, controls hotel access, tracks room usage, warmly welcomes guests, consistently applies company policies, answers telephone calls promptly and professionally, processes transactions accurately, and ensures Front Desk staff are viewed as resources for hotel information.

Requirements

Initiative and Leadership
Customer Service skills and the ability to focus staff on customer service
Communication Skills
Hiring, Training and Coaching Skills
Organization Skills; Attention to Detail
Dynamic and Outgoing Personality
Able to write, speak clearly, read, hear and see
Standing for prolonged periods
Walking, bending, kneeling
Lifting and carrying (up to 30 lbs.)
Typing and computer operation
Occasional telephone work/use

Responsibilities

Assist in the hiring, supervision, training, and development of Front Desk Agents, DTS-Operators and DTS-Delivery Attendants.
Be fully capable in all duties, responsibilities and expectations of the Front Office position.
Assist in ensuring LSI Human Resources policies and employment practices are followed in the Front Office Department.
Ensure responsiveness of staff to all guest questions and concerns.
Ensure that all Front Office policies and procedures are consistently enforced and followed by all staff.
Assist in providing the necessary tools for Front Office associates to perform their jobs in the most efficient and hospitable manner.
Assist in determining the requirements for, and follow up with, special groups and VIPs.
Assist in preparing and posting weekly schedules that are compatible with guest needs and budget guidelines.
Supervise the workload during your shift; complete checklists as required.
Ensure LSI Customer Service and Facility Walkthrough and Core Value Quick Check standards are understood and followed by all staff.
Have a clear understanding of the roles and responsibilities of all other departments in the hotel and club.
Assist in handling and resolving all guest issues.
Assist in updating group information daily, maintain future group file, monitor and prepare group requirements; distribute this information as needed.
Serve as role model and set an example for service excellence within the Front Office.
Have a thorough understanding of Micros, Guestware and PMS systems, and be able to act as a troubleshooter; understand the basics of the MARSHA system; work closely with the Sales & Marketing Departments.
Conduct daily R Way Stand-Up meetings for department.
Other responsibilities or projects as assigned by the Front Office Manager.