Hotel Front Desk Supervisor $26.00 per Hour

Commerce Casino•Commerce, CA

8d•Onsite

About The Position

Provides guidance and leadership to the Hotel Guest Service Associates. Responsible for daily Hotel Front Office Operations (supplies/guest requests/membership sign-ups/hospitality services with our guests and service recovery) while assisting the Front Office Manager and Front Office Director with other duties.

Requirements

Work as a supervisor in the hospitality or related industry for 1 year or more or work in guest services for 3 or more years.
High School education.
Ability to communicate in English.
Self-starting personality with an even disposition.
Always maintain a professional appearance and manner.
Can communicate well with guests.
Willing to “pitch-in” and help co-workers with their job duties and be a team player.
Ability to effectively deal with internal and external customers using empathy.
Knowledge of chemical cleaning agents and operation of various cleaning equipment.
Ability to extend arms, scrub, bend, stoop, and stand and walk public areas for extended periods of time.
Be able to lift/pull/push up to 50 pounds.
Ability to understand and follow directions and perform job functions under limited supervision.
Remain professional at all times, and treat all guests and associates with courtesy and respect, under all circumstances.
Adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

Responsibilities

Communicate effectively both verbally and in writing to provide clear directions to hotel staff. Assign and instruct hotel guest service agents in details of work. Observes performance and encourages improvement.
Greet hotel guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to, and understand requests, respond with appropriate actions, and provide accurate information such as outlet hours and local attractions. Continue to support the front office team in doing the same and keeping standards.
Promptly complete the hotel registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of hotel guests and room rate. Promote Commerce Casino and brand-specific marketing programs. Make an appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate. Offer membership sign-ups and make sure the front office guest service agents are doing the same. Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances. Requires standing and continual mobility throughout the hotel front office area. Train all these directions to the hotel guest services team during your shift and keep the standards the same.
Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make changes and balance an assigned house bank. Accept and record vouchers, travelers checks and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer. Continue to support the front office team in doing the same and keeping standards.
Promptly answer the telephone using a positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guests. Continue to support the front office team of agents with the same and keeping the standards.
Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for front office agents and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and act based on previous experience and good judgment, sometimes revising approach to accommodate unusual situations. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
Communicate both verbally and in writing to provide clear directions to staff.
Comply with attendance rules and be available to work on a regular basis.