Front Office Supervisor

Job Description

Job Description

As Front Office Supervisor at AKA Hotels+Hotel Residences, you will play a vital role in ensuring our guests receive exceptional service and support during their stay. Located in a prime area, this position is crucial to maintaining our commitment to creating a welcoming and comfortable environment for all residents.

TEAM MEMBER REQUIREMENTS:

• Willingness to accept the most effective role.
• Function as a representative of the Korman culture and standards to all Team Members and our residents.
• Maintains regular attendance in compliance with the Korman standards.
• Approach all encounters with residents and Team Members in a friendly, service-oriented manner.
• Promotes a safe, secure and healthy work environment.
• Maintains Resident/guest privacy and confidentiality by protecting all personal information.
• Leads by example, consistently modeling luxury hospitality standards and inspiring the team to deliver exceptional, five-star service in every interaction.
• Remains calm, professional, and solution-oriented in high-pressure situations, prioritizing both the resident experience and operational needs.
• Serves as an ambassador of the aka brand, creating meaningful connections with residents that inspire loyalty, repeat visits, and enthusiastic word-of-mouth recommendations around the world.
• Team Member should have intimate knowledge of surrounding area including but not limited to: restaurants, retail, arts, cultural activities, etc.
• Familiar with emergency and safety procedures for your position.

RESPONSIBILITIES:

• Assists with overseeing the Front Office, and Reservation.
• Maintains resident confidence by maintaining service levels; garnering “repeat” visits
• Maintains a safe, secure, and healthy environment by establishing, following, and enforcing standards and procedures; complying with legal regulations.
• Enhances property reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to role accomplishments.
• Auditing reservations to ensure all residents’ requests are in order to their arrival.
• Maintaining communication with residents (after, during, and after stay at the property)
• Revising surveys and contacting residents when needed depending on their review regarding the service and product
• Reviewing shift notes and reaching out to troubled residents to assure that the issues have been resolved
• Coordinating directly with Sales and Housekeeping for special residents' requests
• Check No Shows daily and investigate the situation by checking with housekeeping and the front desk. Take further action by looking at the Synxis booking.
• Review Arrival report in the morning and communicate necessary resident information to the entire team.
• Check previous day’s arrivals, departures, in-house transfers and billing issues in Opera
• Assign overnight tasks as needed.
• Coordinate with Sales, Operations & Housekeeping for any special resident requests
• Attention to detail in maintaining cleanliness throughout public areas and resident suites
• Provide support/leadership to the Resident Service team
• Provide oversight in maintaining the service standards of Resident Services
• Assist with resident service association duties including: answering phones, making reservations, hailing cabs, providing dining or shopping recommendations, etc.
• Ability to resolve resident disputed in a professional and courteous manner
• Provide a thorough and professional introduction to incoming leads via walk-ins, providing property tours and suite introductions when applicable
• Assist with entering reservations, auditing, and sending lease and payment links for bookings closed by the Sales Department.
• Mentor, lead by example according to AKA performance, service, and professional standards 
• Serve as the shift leader to provide support to team members. Partnering with management to assure follow through
• Other duties as assigned.

DESIRED SKILLS:

• Demonstrated strong resident service, problem solving and decision making skills.
• Demonstrated energetic, self-motivating and a “can do” positive attitude.
• Proficiency in English (written and oral).
• Proven strong background in Room Operations
• Possesses expertise at combining extensive business knowledge to integrate and develop sound budgets.
• Develops detailed, realistic, and comprehensive plans that support organizational objectives. Effectively allocates resources and time across groups or departments.
• Successfully manages people to achieve performance goals. Excellent people management skills including resolving conflict, coaching and developing others, promoting teamwork, and performance management.
• Takes an exhaustive approach to every task. Committed to comprehensive and in-depth analysis, planning, and implementation of every work effort.

REQUIRED QUALIFICATIONS:

• High school degree or equivalent.
• Associates degree or higher.
• Minimum of three to five years of Guest Service experience.
• Ability to be flexible with work schedule including nights, weekends and holidays.
• Meticulous attention to detail
• Skills Needed: Motivational, verbal communication, written communication and manageability.

PHYSICAL REQUIREMENTS:

• Must be able to lift up to 30 lbs.
• Sits, stands, bends, stretches, lifts items and moves intermittently during working hours.

ABOUT AKA Beverly Hills

The sleek furnished Beverly Hills apartments at AKA are distinct from any other luxury extended stay in Los Angeles. Situated at Crescent Drive and Wilshire Boulevard, AKA’s Beverly Hills luxury extended stay is an exclusive and contemporary residential oasis.

AKA Hotels + Hotel Residences is a family owned and operated company. We consider our Team Members our most important asset. With over 100 years of history and experience, we are always looking for Team Members ready to join our family.

AKA offers a comprehensive benefits package including, Medical, Dental, 401K with company match, supplemental insurance.