Front Desk Supervisor

Job Description
OBJECTIVE:
Oversee the daily operations of the Front Desk. Ensure that the Front Desk meets hotel standards for a memorable guest experience. Orchestrate and expedite the registration and checkout process. Act as the main contact for guests and other hotel departments in the absence of the Front Office Manager.
Responsibilities
15% Arrive at workplace on time in full uniform prepared with tools and all equipment needed for service. Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment. Review the room availability and check status of departures on a daily basis. Relay all pertinent information to the Front Desk Agents, the following shift supervisor, Front Desk Manager, and all relevant areas in the rooms division.
35% Supervise, coach, and mentor the Front Desk Agents ensuring the correct sequence of events for proper registration and checkout of guests. Assign breaks and specific tasks relative to credit, missing addresses, printing registration cards, registering and keying guests, creating check-in packets, posting charges, and overall cleanliness and organization of the Front Desk. Manage staffing levels as occupancy fluctuates. The number one priority is to be driving the standards while out on the floor with the Front Desk Agents. When observing the associates, ensure efficient guest registration, check out, and telephone service. Ensure that their duties are completed in accordance with established policies, procedures, and standards.
25 % Handle any guest challenges that may arise. Resolve any guest opportunity to ensure complete guest satisfaction. Then use opportunity as a training tool for the Front Desk Agents so the problem does not arise again. Create a welcoming environment for all guests and patrons;
assure that all guests are acknowledged while in the lobby either verbally or visually (adhering to the 15-5 rule). Accept requests from guests regarding luggage handling and storage, delivery of items. Maintain all logbooks, keeping them accurate, updated and in good order. Resolve guest and employee concerns expeditiously in a manner, which is beneficial to all involved.
15% Conduct daily pre-shift meetings. Participate in ongoing training of associates for continued performance improvement. Recognize outstanding performance by service personnel and handle discipline as per standard operating procedures. Inspect associates’ uniforms and operational departmental areas for cleanliness and organization, correcting as necessary and communicate expectations of these areas to the staff.
10% Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests.
In addition, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the Resort:
Maintain a daily log of all guests’ opportunities with corrective action steps. Follow-up on any unresolved situations in a timely manner and pass on appropriate information to other Managers for handling.
Any other duties as assigned by the Front Office Manager.
When necessary, actively contribute to the successful operation of the resort by labeling, handling, and/or storing guest luggage or delivering guest items on request. Support bellman, doorman, valet, and concierge desk as needed.
Regular attendance is essential to the successful performance of this position.
Due to the fluctuation in business levels in the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the Resort, this may include overnight shifts, weekends and holidays. In addition, attendance is required at all scheduled training sessions and meetings.
All colleagues must maintain a neat, clean and well-groomed appearance per The Grand Del Mar grooming standards.
Upon employment, all employees are required to fully comply with company rules and regulations for the safe and effective operation of the Resort’s facilities. Employees who violate Resort rules and regulations will be subject to disciplinary action, up to and including termination of employment.