Guest Reception Supervisor

Montage Hotels & Resorts•Laguna Beach, CA

13d•$27

About The Position

The Guest Reception Supervisor is responsible to orchestrate and expedite the registration and checkout process at the Front Desk. Oversee the daily operation of the Front Desk.

Requirements

Must be able to speak, read, write and understand the primary language(s) used in the workplace.
Must be able to read and write to facilitate the communication process.
Requires good communication skills, both verbal and written.
Must possess basic computational ability.
Must possess basic computer skills.
Ability to supervise subordinate staff, including, but not limited to, assignment of duties, evaluating service and taking disciplinary action when necessary.
Ability to solve problems and make rational decisions.
Knowledge of Resort operations, its services, and facilities.
High school or equivalent education required.

Nice To Haves

Two years hotel front desk experience required.
Supervisory experience preferred.

Responsibilities

Greet guests upon arrival with a warm and sincere welcome and escort them to their rooms.
Register guests into the computer, verifying reservation, address, and credit information.
Accept payment for guests’ accounts both at the time of registration and at checkout.
Maintain a house bank and make a deposit and accurate report of receipts daily.
Supervise, coach, and mentor the Guest Reception Agents ensuring the correct sequence of events for proper registration and checkout of guests.
Perform and delegate tasks associated with guest pre-arrival, billing, and organization of the Guest Reception Desk.
Manage staffing levels as occupancy fluctuates.
Resolve any guest opportunity to ensure complete guest satisfaction.
Then use opportunity as a training tool for the guest reception agents so the problem does not arise again.
Conduct daily pre-shift meetings.
Participate in ongoing training of associates for continued performance improvement.
Recognize outstanding performance by service personnel and handle discipline as per standard operating procedures.
Maintain a daily log of all guests’ opportunities with corrective action steps.
Follow-up on any unresolved situations in a timely manner and pass on appropriate information to other Managers for handling.
Additional duties as necessary and assigned.