FRONT DESK SUPERVISOR

Description

• To hire, train, schedule, support, review, supervise and discipline employees directly accountable tto their position, and to maintain the highest possible level of employee morale and department productivity.
• To understand and respond to all guest needs and requests in a timely and professional manner.
• To follow all specified procedures to satisfactorily administer the daily affairs of the Front Desk, including registering guests and assigning rooms; completing group pre-registrations and key packets; blocking room assignments and reservations; pre-registering VIP's, comp rooms, and special attention guests; processing adjustments and check-outs; answering telephones; handling cash and credit card transactions; handling mail and messages for guests; and communicating all necessary information to the next shift.
• To be knowledgeable in all areas of front desk operations to increase revenues and enhance customer satisfaction, including current rate structures and sales strategies; current special rates and restrictions; types and locations of rooms and suites available; and services, costs, hours, and location of all hotel amenities, facilities, and outlets.
• To develop and maintain a working knowledge of the local area, to be able to provide hotel guests, as requested, with information regarding location, cost, and hours of operation of local services, facilities, and points of interest.
• To ensure that an appropriate stock of supplies is kept at all times (i.e. room keys, key packets, stationery, etc.).
• To manage all guest complaints and concerns, referring any that need additional attention to Front Office Manager and/or Assistant Director of Rooms if necessary, diplomatically and effectively.
• To continually monitor and control departmental expenditures to ensure operational standards are met while maintaining monthly, quarterly, and annual budget.
• To assist, as directed, to review, approve, and submit payroll documentation according to Temecula Creek Inn guidelines.
• To manage labor according to budget and business needs.
• To be aware of arriving VIP's and special requests, and personally ensure their proper handling.
• To provide showrooms for the use of Front Desk, Reservations, and Sales teams.
• To assist Front Desk staff, as needed, to satisfactorily resolve guest issues, referring to Assistant Director of Rooms as needed.
• To assist Front Desk staff, as needed, to properly balance and document banks and accounts.
• To follow specified procedures to properly document to the Front Office Manager, staff infractions of policies and procedures.
• To be completely familiar with hotel emergency procedures, and provide calm, reassuring assistance to guests and fellow employees in the event of an emergency.
• To communicate with Housekeeping and/or Overnight Attendant(s), as needed to ensure timely delivery of guests' luggage.
• To follow all regulations to safe-guard guest valuables, including promoting the use of in­ room safes.
• To be familiar with all Night Audit functions
• To promote and comply with all policies and procedures of Temecula Creek Inn.
• To follow all policies and procedures of the Front Desk department and Temecula Creek Inn.
• To immediately report all suspicious occurrences and hazardous conditions.
• To maintain the cleanliness and safety of work areas at all times.
• To practice safe work habits at all times, to avoid injury to self and others.
• To comply with company and departmental safety rules and regulations, including the proper handling of all relevant equipment.
• To attend all mandatory meetings, as directed.
• To perform other tasks, including cross-training, as directed.

Requirements

Knowledge + Education: High school diploma or equivalent required. English fluency required. Must have minimum one year experience in same position at a hotel of comparable quality. Strong basic math skills required. Must have some computer experience. Must display knowledge of currently accepted business telephone etiquette.

Skills: Detail oriented. Organized and efficient. Learns quickly. Safety­ minded. High quality standards for production and service. Diplomatic and calm. Strong written and verbal communications skills. Courteous, friendly, and professional manner. Good team player. Customer service focus. Able to work productively with little supervision. Trustworthy and reliable, and able to effectively manage staff.

Physical Demands: Stands and walks short distances throughout shift. Bends, stoops, and reaches to perform routine job tasks. Heavy use of phones, daily. Occasionally required to handle and move objects weighing up to 75 lbs. over short distances.

Salary Description

$21/hour