Front Desk Supervisor - Catalina Hotel

Job Title: Front Desk Supervisor

Classification: Nonexempt

Department: Front Desk

Reports to: Front Desk Manager

Job Description

Summary/Objective

The Front Desk supervisor is responsible for ensuring all guests are promptly checked-in and out of the hotel, and all guest requests and queries are handled politely and efficiently in accordance with hotel standards. Assist with the supervision of the Front Desk Agents as required.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Responsible for providing prompt yet personal service at times of check-in and check-out.
• Approach all encounters with guests and employees in a professional and personalized manner.
• Must have a professional image and personality exuding confidence and leadership skills while encouraging safe and efficient resort operations.
• Help management applies the credit policy and guest billing policy.
• Actively participates in daily briefings and meetings.
• Expected to conduct oneself in a discrete manner in all guest areas.
• Ensures that the safety and confidentiality of all matters pertaining to guests are met in accordance with hotel standards.
• Know all hotels emergency procedures.
• Understand and communicate promotions and enhancements effectively with employees and guests.
• Build rapport with VIP's and distinguished visitors; escort guests to rooms, make welfare calls, encourage feedback throughout their stay.
• Offer to handle special arrangements during guest stay; coordinate future visits.
• Maintain database of guest preferences, habits, and special dates.
• Take responsibility for any guest dissatisfaction situation and ensure the matter is resolved.
• Ensure the lobby area is kept neat and clean.
• When needed perform the tasks of Assistant Front Desk Manager or General Manager.
• Perform any other duties assign by his/her manager.

Competencies

• Time management.
• Decision making.
• Customer and guest focus.
• Diligence.

Supervisory Responsibility

This position has supervisory responsibilities.

Work environment

This job operates in a professional office environment. This role routinely uses standards office equipment such as computers, phones, photocopiers, filing cabinet and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

While performing the duties of the job, the employee is regularly required to talk and hear. The position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing all day. The employee must frequently lift and/or move items over 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work

This is a full-time position, and hours of work and days vary based on business needs. This includes weekends, holidays, evenings and/or overnight shifts.

Required Education and Experience

• A minimum of (3) years of supervisor experience in a Front Office Environment.
• A minimum of (2) year of hotel experience in a supervisory level.
• Bachelor degree in hospitality management preferred or equivalent relevant management experience.
• Must be able to work independently and exercise good judgment to resolve issues.
• Flexible schedule. Able to work weekends and holidays.
• Excellent communication skills, both written and oral.

AAP/EEO Statement

The Company is an equal opportunity employer and does not discriminate on the basis of race, color, age, sex, national origin, religion, physical or mental disability, veteran status, or any other basis protected by federal, state, or local law. Employment decisions are based on the principles of equal opportunity and affirmative action; and policies in the employee handbook.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time or without notice. No job description for any position can possibly include all duties which may be requested by guests or required by the needs of the hotel. Listed above is a summary of the major responsibilities for this position.