Front Desk Supervisor

Sand & Sea•Santa Monica, CA

About The Position

A Supervisor of Guest Services is responsible for providing another layer of supervision to guide front desk staff to greeting and checking in & out guests of the hotel in the hotels continuing effort to deliver outstanding guest service and financial profitability.

Requirements

At least 4 years of progressive experience as a Guest Service Agent with supervisory experience
Must be proficient in Microsoft Word, Excel, PowerPoint, and Outlook. Experience in Opera helpful.
Associate degree in business, management, or hospitality or related field or equivalent of 3 years relevant work experience required.

Responsibilities

Greet guests and perform check-in process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, ensuring guest knows location of room and/or has a bell person accompany him/her.
Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, handling money, processing credit and debit cards, accepting and recording various forms of payment, making change.
Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries.
Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy.
Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.
Field guest complaints conduct research and resolve and negotiate solutions for guest satisfaction.
Assist in training when directed by Director of Guest Services, Front Office Manager and Assistant Front Office Manager.
Responsible for providing regular feedback about the Guest Services Staff’s performance to the staff and training new hires to standard.
Partner with leadership regarding staff performance issued as needed.
Provide formal and/or informal coach and counsel for Guest Services staff as assigned by leadership and in accordance to Shore Hotel handbook and Standard Operating Procedures.
May assign and coordinate and supervise work activities of Front Desk Agents when Director of Guest Services, Front Office Manager and Assistant Front Office Manager requests assistance.
Will be active in maintaining high visibility during peak periods in order to ensure the smooth running of operations, promotes good public relations, takes corrective actions and handles guests' complaints to ensure their satisfaction.
Review occupancy, daily arrivals & departures and identify potential problems with rooms’ activity and take appropriate action.
Ensure all concierge, bell staff and front desk agents are punching in and out at the appropriate times and in accordance to California Labor Laws.
Maintain a professional working relationship and communication with managers, employees and other departments.
Ensure concierge, bell staff and front desk agents are performing their daily tasks in accordance to their job requirements and duties.
Ensure implementation of all Shore Hotel policies and house rules. Understand hospitality terms.
Ensure sign off of all Service Standards and training checklists by Position for Guest Services staff.
Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
Maintain communication with other hotel departments as it pertains to guest services.
Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
Ensure correct and accurate cash handling by Guest Services staff as outlined in bank contracts and Cash Handling Standard Operating Procedures.
Follow and enforce all Shore Hotel credit policies.
Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
Assist Director of Guest Services, Front Office Manager and Assistant Front Office Manager with monitoring V.I.P.'s, special guests and requests.
Act as Manager On Duty when assigned.
Complete and send out Shore Report when needed and ensure agents are completing daily checklists.
Complete the daily Market Metrix email distribution list and send in to Market Metrix through email.
Keep front desk completely stocked operational materials beginning and end of shift.
Audit Agents checklists.
Support all Safety programs and initiatives as communicated by Human Resources, Security or department leaders.
Attend monthly safety meeting.
Ensure required pars of all front office and stationary supplies.