Front Desk Supervisor

Job summary:  

Managing/Supervising front office and guest services team members to ensure Valencia Hotel Group’s standards are upheld.  Ensuring guest satisfaction is met, delivering the best guest experience. Play an active role in the training function in front office and guest services team to create a safe and efficient work environment.

Shift requirements:

• Open availability for morning or evening shifts on weekdays/ weekends
• full time availability 40 hours.

Responsibilities

• Contribute positively to the team within the department
• Prepare for all guest requests
• Participate in on-going training
• Comply with Valencia Hotel Group (and its affiliates) standards and regulations to encourage safe and efficient hotel operations.
• Maintain regular attendance in compliance with Valencia Hotel Group (and its affiliates) standards as required by scheduling which will vary dependent upon the hotels needs
• Complete other duties as assigned by Supervisor
• Maintain integrity of cost controls and proper maintenance of assets
• Responsible for assisting in supervision and performance of all Front Office related operations and personnel
• Work with Hotel/Accounting Manager to monitor Front Office quality and Daily Revenue
• Supervise hotel and monitor other departments, and occasionally shift MOD.
• Maintain quality control of service to be five-diamond
• Handle guest situations with problem solving
• Ensure the quality of the environment is clean and up to standards
• Handle special projects and reports in a timely and consistent manner
• Check guests in and out
• Answer questions and offer information and assistance
• Update information in the computer system as needed
• Follow checklist for required duties and timeliness
• Cashier functions and handling of cash
• Communicate with other departments to fulfill guests’ needs
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
• Maintain an up-to-date knowledge of the surrounding attractions, restaurants, and all concierge services.
• Record all guest request items and deficiencies into the appropriate tracking system.
• Be aware of all daily meeting/events and their locations.
• May need to assist with a parking/ retrieving guest vehicles
• Respond to emergency situations calmly and effectively, per hotel guidelines.

Job Qualifications:

1. Experience:

   • Minimum of 2-3 years of experience in a front desk or guest services role within a hotel or similar hospitality environment.
   • Previous supervisory or management experience is preferred.

2. Education:

   • High school diploma or equivalent required.

3. Skills and Abilities:

   • Strong leadership and team management skills, with the ability to motivate and guide staff effectively.
   • Excellent customer service skills with a focus on creating a positive guest experience.
   • Proficient in hotel management systems and software (e.g., Stay N Touch, Opera, etc.).
   • Ability to handle multiple tasks simultaneously and prioritize effectively in a fast-paced environment.
   • Exceptional problem-solving skills with a proactive approach to resolving guest issues and departmental challenges.
   • Excellent communication and interpersonal skills, including the ability to interact professionally with guests, team members, and other departments.
   • Strong organizational skills and attention to detail, ensuring accuracy in guest service and operational tasks.

4. Technical Proficiency:

   • Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and other relevant software applications.
   • Ability to quickly learn and utilize new technologies and systems as needed.

5. Customer Service:

   • Demonstrated ability to manage guest interactions with empathy, professionalism, and efficiency.
   • Ability to handle difficult situations and guest complaints calmly and effectively.

6. Operational Knowledge:

   • Understanding of front office operations, including check-in/check-out procedures, reservations, and cash handling.
   • Knowledge of hotel safety and emergency procedures, with the ability to respond appropriately to emergencies.

7. Availability:

   • Open availability for morning, evening, weekend, and holiday shifts.
   • Full-time availability, totaling 40 hours per week.

8. Personal Attributes:

   • Strong work ethic and integrity, with a commitment to maintaining high standards of service and operational excellence.
   • Ability to adapt to changing situations and work effectively under pressure.
   • Positive attitude and willingness to contribute to a collaborative team environment.

These qualifications will help ensure that the Front Desk Supervisor is well-equipped to manage the front office operations, lead the team effectively, and provide exceptional service to guests.