PM Front Desk Supervisor ("Supervisor/a de Recepcion PM")

Azul Hospitality•Napa, CA

4d•$24 - $26•Onsite

About The Position

The PM Front Desk Supervisor assists the Front Office Manager with the daily operations of the Front Desk Department and Guest Service areas, ensuring the operation meets hotel standards for guest satisfaction. The role leads and supports front desk staff in delivering exceptional service and memorable hotel experiences, while overseeing guest registration, checkout, telephone service, revenue and cash-handling procedures, guest requests, staffing, and daily reporting. The position also supports hiring, staff training and performance processes; coordinates information among front desk staff, telecommunications, other departments, and management; and helps ensure guest concerns are resolved professionally. The role is primarily indoors in a moderately controlled hotel environment and requires regular attendance, participation in scheduled training and meetings, and flexibility to work varying schedules based on hotel business needs.

Requirements

High school diploma or equivalent education.
Prior Front Desk experience.
Ability to speak, read, write, and understand the primary language used in the workplace.
Good verbal, written, and electronic communication skills.
Considerable knowledge of complex mathematical calculations and computer programs.
Excellent leadership capability and customer relations skills.
Detail-oriented, with strong organizational and communication skills.
Basic computer skills and basic computational ability.
Ability to deal effectively with internal and external customers, including those requiring patience, tact, and diplomacy, and to collect accurate information to resolve conflicts.
Knowledge of basic Windows OS, MS Office, PMS, PBX, key systems, and POS.
Self-driven ability to work independently.
Strong issue-resolution and analytical skills, with attention to detail.
Ability to perform essential job functions with or without reasonable accommodation.
Ability to stand and maintain mobility for up to four hours, maneuver between simultaneous functions and in limited spaces, and reach other hotel departments promptly.
Ability to lift up to 45 pounds as needed and push or pull carts and equipment weighing up to 250 pounds.
Ability to grasp, write, stand, sit, walk, perform repetitive motions, bend, climb, listen, hear, and maintain visual acuity.
Ability to bend, stoop, squat, and stretch occasionally to fulfill cleaning tasks.
Finger dexterity to operate computers, printers, a 10-key adding machine, multi-line touch-tone phone, filing cabinets, fax machines, photocopiers, a dolly, and other office equipment.
Ability to pick, pinch, type, and perform substantial wrist and hand movements.
Maintain a neat, clean, and well-groomed appearance in accordance with Azul Hospitality and property-specific grooming and uniform standards.
Maintain regular attendance and attend scheduled training sessions and meetings; schedules may vary to reflect hotel business needs.

Nice To Haves

Bachelor's degree.
One to three years of experience in a supervisory role.
Knowledge of loyalty programs, brand standards, and hospitality industry systems.

Responsibilities

Ensure efficient guest registration, checkout, and telephone service.
Observe front desk agents and ensure procedures are followed, including courteous guest relations, proper identification and credit establishment, accurate postings, cash transactions, account settlements, and deposits.
Maximize hotel revenues through the upsell program, 95% occupancy strategies, and parking revenues, including proper ticket accountability and cash handling.
Ensure guest complaints and requests are handled courteously and professionally, with appropriate follow-through.
Monitor and respond to guest satisfaction surveys and other guest comments, including third-party site feedback and comment cards.
Direct and train Front Office staff and assist with new-hire and ongoing training.
Coordinate breaks for front desk staff and telecommunications, ensuring work is completed efficiently and on schedule.
Participate in hiring new staff members.
Assist with Staff Member Transaction Forms, performance appraisals, and other Staff Service forms as appropriate.
Review expected arrivals, VIPs, and special-request reservations to ensure guests are preregistered, rooms are properly blocked, and relevant departments are notified of room assignments.
Review daily room availability, inform staff, and check the status of departures.
Relay pertinent information to front desk agents, telecommunications, the following shift supervisor, and the Front Desk Manager.
Ensure staffing levels meet hotel demand and required daily reports and forms are completed.
Remain familiar with company policies and benefits.
Assist with guest inquiries; follow company and safety and security policies; and report maintenance problems, safety hazards, accidents, or injuries.
Perform other duties assigned by managers or supervisors and other reasonable duties requested by direct or indirect supervisors.