Overview
Hotel Front Desk Supervisor Jobs in Highland, CA at Yaamava’ Resort and Casino
Full Job Description
Under the direction of the Front Desk Manager, the Front Desk Supervisor is responsible for ensuring the Front Desk Team creates a pleasurable experience for all guests, prides itself on exceptional proactive service and unparalleled knowledge of property and services, and partners effectively with all other hotel departments to seamlessly cater to guest needs. The Front Desk Supervisor leads and guides their team to create unique memories, and maintain professional relationships with guests to enhance their overall experience, while following and meeting Service Excellence Standards. The Front Desk Supervisor assists in managing and supporting consistency of service and delivering results that contribute to the mission and overall success of the Hotel, including accomplishing performance objectives linked to improving customer service and the value of the Hotel’s products and services to its customers and clients.
Essential Duties & Responsibilities
1. Supervises operation of Front Desk during shifts, and provides support to Team Members as needed including but not limited to, guest check-in and check-out, lobby traffic, luggage assistance, determining room rates and availability. Monitors daily performance of Front Desk Team Members to ensure duties are completed accurately, efficiently and timely. Provides highest service experience to guests during all interactions. Welcomes guests with friendly sincere demeanor and ensures Team Members are following all Brand Standards and guidelines, which include: Guest’s registrations are completed within five minutes, conversations are seamless, calm, and clear, avoiding slangs and phrase fragments, etc. Demonstrates thorough knowledge of Hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge. Uses up-selling techniques to promote Hotel services and facilities and maximize room occupancy. Oversees check-out processes: ensuring rooms and services are correctly accounted for; point-of-sale system efficiency; handling money; credit and debit card processing; accepting and recording various forms of payment; making change and processing gift certificates and cards. Provides direction to team members on handling of foreign currencies, credit cards and cash in accordance with Hotel credit and cash handling policies. Acts in accordance with policies and procedures when working with front of house equipment and property management systems, and monitors proper usage by team members. Monitors and assists with work schedules and special assignments, including overtime, breaks, and penalties. Compiles and reviews daily reports and logs.
2. Assists Front Desk Manager in identifying and recommending plans of action or solutions to Front Desk Team Members on office issues or other issues of concern. Participates in hiring process, coaching, mentoring, training and development of Team Members. Completes daily audits to measure quality of operations. Drives performance and engagement of team members. Leads team members to feel empowered to provide excellent service by addressing and resolving guest concerns with immediate and exemplary solutions. Ensures guest interactions are handled with highest level of hospitality and professionalism, accommodating special requests whenever possible with sense of urgency. Checks-in with Front Desk Team Members regularly to help guide and mentor …
Title: Hotel Front Desk Supervisor
Company: Yaamava’ Resort and Casino
Location: Highland, CA
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