Supervisor, Front Desk

Hotel Californian•Santa Barbara, CA

69d

About The Position

The Guest Reception/Front Desk Supervisor is responsible for assisting the Director, Guest Reception while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

Requirements

1 year guest services, general office, accounts receivable or customer service experience; OR an equivalent combination.
Regularly required to sit, stand, walk, bend and use hands to handle objects, tools or controls.
Excellent verbal and written communication skills, high level of attention to detail.
Ability to multi-task and coordinate activities both inter and intra departmentally, make decisions in the best interest of hotel, stand for long periods of time, work varying shifts based on business demands.
Computer proficiency not limited to: MS Word, Excel, PowerPoint and Outlook.
Understanding of full service hotel products and guest services
Previous supervisory experience preferred
Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment
Ability to handle stressful situations in a calm, professional manner and exhibit good judgment
Must have the ability to communicate clearly and directly with guests and team members using a positive, clear speaking voice
Strong interpersonal skills: ability to get along with diverse personalities, tactful and flexible
Must possess strong communication and listening skills
Ability to work a varied schedule that may include evenings, nights, and weekends

Nice To Haves

Previous supervisory experience preferred

Responsibilities

Supervising procedural aspects of the hotel's front office, maintaining a presence during peak traffic periods
Observing talent while they work to ensure that the front desk team is checking guests in and out of the hotel in an efficient, courteous, and professional manner
Ensuring guests needs and concerns are responded to in a timely, professional and friendly manner with a focus on service recovery when applicable
Performing front desk agent duties as necessary, such as registration, check out and processing room reservations for guests
Assisting talent with questions and problems as they occur
Ensuring that all Elite guests, VIP guests and repeat guests are identified, recognized and pre-blocked
Ensuring proper execution of VIP requirements, including room requests, amenity placement, welcome letters, gifts, etc.
Monitoring cash handling, credit card totals and deposit slips to ensure accuracy
Ensuring that all safety and security policies and procedures are followed
Assisting with the training, coaching and development of team members
Assisting with interviewing and hiring team members
Managing and resolving all guest complaints and compliments in a professional and courteous manner
Maintaining an up to date working knowledge of all property amenities as well as any special events
Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.