Overnight Front Office Supervisor

The Legacy Resort and Spa•San Diego, CA

1d•$25 - $25•Onsite

About The Position

The overnight Front Office Supervisor performs all functions and duties of a Front Desk Agent and Night Auditor. Must adhere to all company policies, standards, procedures, and applicable regulations. This position is based out of the Legacy Resort Hotel and Spa in San Diego, CA. Must maintain confidentially and be able to work the assigned schedule. PRIMARY RESPONSIBILITIES: Performs all front office functions accurately and leads by example. Completes the registration by inputting and retrieving information from computer system and confirms pertinent information including number of guests and room rate. Promotes Legacy Resort and brand-specific marketing programs. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Confirms the room number and rate. Provides welcome folders to guests that contain room keys, certificates, coupons, and refreshment center keys. Closes out guest accounts at time of check out. Adheres to and trains staff to understand and maintain Payment Card Industry (PCI) compliance standards. Handles cash, makes changes and balances the house bank. Accepts and records vouchers, checks and other forms of payment. Posts charges to guest rooms and house accounts using the computer. Communicates effectively both verbally and in writing to provide clear direction to staff. Answers the telephone promptly using a positive and understandable tone of voice. Inputs messages into the computer. Retrieves messages and communicates the content to the guest. Retrieves mail, small packages, and facsimiles. Anticipates the needs of guests; proactively engages guests to provide quality service; and maintains an open, friendly, courteous, and approachable demeanor. Remains calm and alert, especially during emergencies and/or heavy hotel activity. Resolves customer complaints by thoroughly researching the situation and determining the most effective solutions. Makes decisions and implements appropriate actions based on previous experience and good judgment, as well as demonstrating effective independent judgement when resolving unusual situations. Authorizes revenue allowances to remedy problems only after other alternative solutions have been offered. Greets guests immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens well and understands requests, responds with appropriate actions and provides accurate information. Assigns and instructs staff in details of work. Observes performance and encourages improvement. Complies with timekeeping, attendance, and availability requirements by adhering the assigned work schedule and covering call out shifts on an as needed basis. Communicates goals, motivates, and guides staff to achieve goals. Promotes high-end resort guest experiences through training and leadership. Aids in the development and enhancement of Front Office-related training curriculum and Standard Operating Procedures (SOP) to maximize our guest’s experience, optimize operational success and fulfill revenue goals. Covers call outs as needed. Other duties may be assigned as needed Demonstrates a working knowledge of all hotel safety and security procedures, maintaining a secure and safe environment for staff and guests. Reports any unusual occurrences and/or requests to the General Manager. Completes special projects and other responsibilities as assigned. ADDITIONAL RESPONSIBILITIES: Our hotel’s primary goal is to provide hospitality and exceed guest expectations for levels of service, quality, consistency and attention to detail — all team members are evaluated against this standard. A hotel operates 365 days a year, 24 hours a day. You may also be asked to assist in areas of the hotel outside of your typical work areas.

Requirements

High School diploma or general education degree (GED) is required.
A minimum of years of prior experience in similar position is preferred.
Requires thorough knowledge of front office operations, hotel industry policies and procedures and the ability to determine appropriate course of action based on these guidelines.
Requires Supervisory/Management Skills.
Strong computer knowledge and skills related to hotel software systems, as well as MS Office Programs. In addition, ability to operate a calculator, phone console, printer, and two-way radios.
Ability to compile facts and figures to analyze moderately complex mathematical calculations.
Requires excellent oral and written communication with ability to communicate information and hotel services to management and guests.
Must be able to communicate in English; ability to speak additional languages is a plus.
Must maintain a warm and friendly demeanor; maintains composure and objectivity when needed. In addition to excellent phone and guest relations etiquette skills.
An estimated 40 hours over a 5 day per week schedule.
Schedules can vary from week to week; must be available to work on weekends and holidays.
A flexible schedule is required to adjust to the changing needs of business operations and guest services.

Nice To Haves

Experience managing the front office for an upscale hotel comparable to the Legacy Resort Hotel and Spa is preferred.
First Aid, CPR and defibrillator certifications preferred.

Responsibilities

Performs all front office functions accurately and leads by example.
Completes the registration by inputting and retrieving information from computer system and confirms pertinent information including number of guests and room rate.
Promotes Legacy Resort and brand-specific marketing programs.
Makes appropriate selection of rooms based on guest needs.
Codes electronic keys.
Confirms the room number and rate.
Provides welcome folders to guests that contain room keys, certificates, coupons, and refreshment center keys.
Closes out guest accounts at time of check out.
Adheres to and trains staff to understand and maintain Payment Card Industry (PCI) compliance standards.
Handles cash, makes changes and balances the house bank.
Accepts and records vouchers, checks and other forms of payment.
Posts charges to guest rooms and house accounts using the computer.
Communicates effectively both verbally and in writing to provide clear direction to staff.
Answers the telephone promptly using a positive and understandable tone of voice.
Inputs messages into the computer.
Retrieves messages and communicates the content to the guest.
Retrieves mail, small packages, and facsimiles.
Anticipates the needs of guests; proactively engages guests to provide quality service; and maintains an open, friendly, courteous, and approachable demeanor.
Remains calm and alert, especially during emergencies and/or heavy hotel activity.
Resolves customer complaints by thoroughly researching the situation and determining the most effective solutions.
Makes decisions and implements appropriate actions based on previous experience and good judgment, as well as demonstrating effective independent judgement when resolving unusual situations.
Authorizes revenue allowances to remedy problems only after other alternative solutions have been offered.
Greets guests immediately with a friendly and sincere welcome.
Uses a positive and clear speaking voice, listens well and understands requests, responds with appropriate actions and provides accurate information.
Assigns and instructs staff in details of work.
Observes performance and encourages improvement.
Complies with timekeeping, attendance, and availability requirements by adhering the assigned work schedule and covering call out shifts on an as needed basis.
Communicates goals, motivates, and guides staff to achieve goals.
Promotes high-end resort guest experiences through training and leadership.
Aids in the development and enhancement of Front Office-related training curriculum and Standard Operating Procedures (SOP) to maximize our guest’s experience, optimize operational success and fulfill revenue goals.
Covers call outs as needed.
Demonstrates a working knowledge of all hotel safety and security procedures, maintaining a secure and safe environment for staff and guests.
Reports any unusual occurrences and/or requests to the General Manager.
Completes special projects and other responsibilities as assigned.