Guest Relations Supervisor (Front Office)

Front Desk Supervisor

Essential Job Functions:

1. Supervise the front desk staff directly, maintaining and improving current department standards.
2. Assist in Front Desk scheduling based on occupancy levels.
3. Provide and oversee training for newly hired Curators, including updates to the training manual.
4. Assist Front Office Manager duties in keeping Front Desk inventory/supplies updated and current; guest handouts, room keys and packets, brochures, etc.
5. Oversee the wine reception in the lobby; making sure there are enough glasses, and wine each night. Keeping the wine and cheese area clean during the wine hour.
6. Oversee the coffee and pastry setup daily, communicating with In Room Dining when more coffee or pastries are needed. Ensuring cleanliness and organization of the coffee station area.
7. Updating the "package board" in the conference room daily, keeping track of arriving guests with packages and communicating the correct information to the Front Desk agents.
8. Ensure that the pending rooms log is being handled efficiently, which includes working with Front Desk agents to manage the inventory.
9. Head up daily stand-up meeting, going over details that pertain to Curators and Bell staff directly.
10. Assist Front Office Management by covering MOD shifts when necessary, and complete MOD report when covering closing shift.
11. Resolve guest issues, showing empathy and finding the best solution possible. Listen to guest and show empathy before providing options for a solution and follow up to ensure that all issues were resolved in a timely manner.
12. Work with Housekeeping to provide a seamless transition of the house on a daily basis. Monitor and report housekeeping discrepancies to housekeeping department and follow up with Front Office Manager for closure of any issues.
13. Responsible for any and all projects assigned by the General Manager, Director of Rooms or other management personnel.
14. Assist Front Office Management with in-house groups regarding room inventory, room drops, billing, and checkouts.
15. Ensure all Curators and Bell/Valet employees follow uniform standards.
16. Assist Front Office Management in communicating important information to the bell staff relative to all groups and their needs.

Essential Work Skills:

1. Follow all fire and safety procedures and regulations as outlined in the employee handbook.
2. Must conduct self in a professional manner at all times and adhere to the employee handbook grooming policies.
3. Reports to all scheduled shifts on time and if unable to report to work, notifies the Front Office Manager according to the company policies outlined in the employee handbook.
4. Awareness and effort in bringing together a team mentality in all respects.
5. Awareness of Cavallo Point Lodge's desire to operate as environmentally sustainable as possible, awareness and motivation towards being ecologically sensitive, and awareness of the complexity in being green, with a total dedication to doing so.
6. Remains focused, alert, and attentive at all times on the job, restricting use of any cell phone, PDA, digital music device, or other device that limits focus.
7. Knowledge of the Bay Area and the surrounding tourist attractions, with the ability to give accurate driving directions.

Minimum Education and Work Skills:

1. Must be naturally enthusiastic, centered, and organized person to supervise the diverse personalities of the Front Desk staff.
2. Must possess excellent communication skills combined with a pleasant personality and ability to make frequent eye contact.
3. Ability to speak, hear, read and write English, count, and file alphabetically and numerically with precision.
4. Ability to operate basic office equipment; computer and related programs, fax, copier, and scanner.
5. Capable of remembering guests' names and use them frequently.
6. Must have a valid driver's license and acceptable driving record.
7. High School Diploma or equivalent acceptable experience.
8. Must be able to stand on feet for 8-hour shifts.
9. Must be able to lift up to 20 lbs. on a regular and continuing basis.
10. Must have the ability to bend, squat and frequently lift up to 50 lbs.
11. Must be able to bend, stoop, squat, and stretch to fulfill cleaning tasks.
12. Requires grasping, writing, standing, sitting, walking, repetitive motion, bending, climbing, listening and hearing ability and visual ability.
13. Requires manual dexterity to use and operate all necessary equipment.
14. Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other employees.
15. Concierge level knowledge needed of hotel amenities, restaurants, travel and transportation information.