GUEST SERVICE SUPERVISOR - NEXCOM HOSPITALITY GROUP - CORONADO, FULL TIME (35+ HOURS)

NEXCOM•San Diego, CA

4d•Onsite

About The Position

This position is for a FEDERAL EMPLOYEE with NEXCOM Hospitality Group (NHG) in Coronado, working full-time (35+ hours). The role involves supervising subordinate staff responsible for the daily operations of the front desk, ensuring quality customer service, and supporting quality of life programs for military personnel and their families. The supervisor will manage front desk operations, train staff, handle guest inquiries and reservations, manage payroll and scheduling, and act as Manager on Duty when assigned. The position requires adherence to operational standards, compliance with regulations, and may involve assisting with events and facility needs.

Requirements

2 years of experience in administrative, professional, investigative or other responsible work which enabled the applicant to gain a general knowledge of business practices and administrative processes, skill in dealing with others in person-to-person work relationships and the ability to exercise mature judgment.
One year of responsible experience in administrative supervisory professional or technical work that demonstrated knowledge of Navy Lodge front of house operations or similar work which demonstrated knowledge and abilities within a guest services environment.

Nice To Haves

1 year of academic study above the high school level successfully completed in a hotel lodging/hospitality school may be substituted at the rate of one-half academic year of study for 6 months of general experience provided such study included a minimum of 6 semester hours or the equivalent per year in subjects related to the specialized field.

Responsibilities

Supervising subordinate NHG staff responsible for daily operations of the front desk.
Managing NHG front desk operations, including lobby appearance, guest service, and office operations.
Communicating with NHG personnel and chain of command regarding operations, guest issues, and situations requiring escalation.
Assisting guests via person, telephone, and email to secure reservations, process payments, handle inquiries, check-in/check-out, authorize patron verification, and process credit cards.
Training associates on NHG systems, standards, and operating procedures, and ensuring completion of required annual training.
Monitoring and ensuring staff productivity, motivating staff for performance improvement and development.
Approving/disapproving leave requests, documenting attendance, and utilizing the payroll system.
Issuing room keys, sorting mail and messages, and depositing guest valuables in safety-deposit boxes.
Controlling inventory of associates' uniforms and ensuring proper wear and maintenance.
Operating a multi-line telephone system, recording and delivering messages, and answering inquiries about services, base facilities, and area attractions.
Utilizing the computerized Property Management System (PMS) for reports, data input, and monitoring accuracy.
Operating Point of Sale (POS) to record sales and enter daily transactions.
Reconciling daily transactions of all accounts and outlets, ensuring balance reconciliation and maintaining guest service.
Executing night audit functions, reviewing audit packs, and resolving discrepancies.
Assisting with end-of-month reporting.
Acting as Manager on Duty as assigned.
Participating in hiring front desk staff, evaluating and counseling staff, completing performance evaluations, and approving leave requests.
Assisting with the set-up and breakdown of the complimentary breakfast bar and other lobby events.
Assisting with set-up and breakdowns of chairs and tables for special functions and cleaning surrounding areas.
Creating and submitting purchase requisitions for facility, supplies, and guest amenities.
Maintaining adequate supplies and monitoring equipment for optimum performance.
Making trouble calls for authorized repairs.
Ensuring operating procedures comply with state and federal regulations (OSHA, NHG).
Maintaining a clean and safe environment for guests and associates.
Reviewing departmental budgets and monitoring monthly expenses.
Responsible for the security of guests’ rooms and assigned pass key.
Documenting room keys issued and returned, and reporting lost keys immediately.
Performing other related duties as assigned.
Maintaining operations during heavy weather and other emergencies.