Job Description

Description:

Who We Are:

Acme Hospitality owns and operates an innovative collection of boutique food, beverage and hotel concepts in Santa Barbara, San Juan Capistrano, Palm Springs and Nevada County, CA. Acme concepts and team members have won numerous awards and accolades from local, regional and national sources.

Position Summary:

As a front desk agent, you are responsible for daily front desk operations of the business. The position of front desk agent is truly about setting a positive tone for the team to ensure that the business is running efficiently, profitably and delivering the highest level of hospitality. This is an hourly position that is required to meet the needs of the hotel. This may include weekends and holidays.

Front Desk Supervisor Team member qualities:

A strong and committed work ethic with an ever-present enthusiasm.
A passion for work and knowledge of food and beverage.
Someone who can lead an entire team and takes pride in teaching others.
Someone who is honest and has integrity.
Ability to multitask under pressure with a smile.
A true team player, proactive and always going above and beyond.
An eye for detail, cleanliness and organization.
Someone who is humble and always willing to learn and get better.
Someone who has the ability to make appropriate decisions in adverse situations.
Ability to question, bring ideas to the table, and desire to make changes to be the best we can be.

The overall role of the Front Desk Supervisor is to:

Support the manager in creating a healthy, productive workplace.
Be a dynamic leader and role model of the business.
Maintain a level of service and hospitality that proudly reflects the business.
Maintain a positive and respectful work environment at all times.
In conjunction with the management team, train hospitality driven team members who reflect our brand.
Maintain a positive relationship and establish open lines of communication between all departments
Maintain cleanliness, safety, and organization of the front desk.
Cultivate new and existing guest relationships.
Set the tone for the front desk staff every shift for service.
Follow all Acme management systems and policies

Specific Job Responsibilities and Tasks:

Hospitality Presence:

The primary role of this position is to set the tone and foster a culture where guest satisfaction and hospitality are our number one priority. You are the ambassador of the brand and it is your job to maintain a service and hospitality standard that is a clear reflection of Acme Hospitality.

Training/Initial & Ongoing:

As training is one key component to the success of our restaurant, you are responsible for delivering our culture to your entire team.

Maintain all appropriate training materials pertaining to company policies.
Follow designated training schedules to ensure successful learning.
Responsible for setting up new team members for success by providing proper training and ongoing development.
Orientate, motivate, train, and educate all team members in Acme policies, procedures, and rules.
Ensure proper transition from training to going live.
Educate and test team members in product awareness and cultivate long-term service and food/beverage knowledge.
Conduct quarterly service meetings with the management team to educate and motivate team members.

State of the Business:

The aesthetic and overall cleanliness and condition of the business is an essential part of the guest experience.

Responsible for cleanliness and state of the entire interior and exterior of the hotel.
Keep all signage up to date and accurate including special boards and exterior signage.
Ensure proper lighting levels interior and exterior.

Operations:

Our day-to-day systems are designed to make everyone’s job easier and the business more efficient.

Validate that all tasks on daily task checklist are performed.
Inventory, product and supply management.
Setting and enforcing quality and safety controls.
Ensure uniforms are clean and to standards.
Ensure the front desk area is properly organized, clean, and presentable at all times: No empty cardboard boxes, deliver mail and packages to proper departments, everything wiped down, everything labeled. Delegate and do it yourself.
Running reports for upcoming stays. Prepping for any special requests.
Act as point person for new front desk agents and take charge of training.
Ensure the Front Desk log book is always updated and acted upon.
Monitor and manage room inventory, coordinating with housekeeping and reservations to maximize occupancy and revenue.
Handle cash and credit card transactions accurately, maintaining a balanced cash drawer and following hotel accounting procedures.
Collaborate with other hotel departments, such as housekeeping, maintenance, and food and beverage, to address guest needs and resolve operational issues.
Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD
Maintaining a positive atmosphere for guests and co-workers

Guest Services:

Greet guests warmly and ensure a friendly and professional demeanor from the front desk staff.
Handle guest check-ins and check-outs efficiently, providing a smooth and personalized experience.
Respond to guest inquiries, concerns, and complaints promptly and effectively, ensuring guest satisfaction.
Offer assistance with luggage, transportation, and other guest requests.
Maintain a comprehensive knowledge of hotel facilities, services, and local attractions to provide accurate information and recommendations to guests.
Running reports for upcoming stays. Prepping for any special requests.

Staff Supervision:

Oversee the front desk staff, including training and coaching to ensure a quality operation.
Provide guidance and support to front desk agents, ensuring consistent adherence to hotel policies and procedures.
Conduct regular meetings and training sessions to keep the team updated on new procedures, promotions, and initiatives.
Address and report any performance issues to the Hotel Manager and provide coaching when necessary.
Takes responsibility in the absence of the Hotel Manager and Assistant Hotel Manager.

Requirements:

Required Education and Work Experience:

High school diploma or equivalent.
3-5 years in related positions

Reporting Structure:

The Front Desk Supervisor reports to Management.

Supervisory Responsibilities:

The Front Desk Supervisor oversees Front Desk members.

Travel Requirements:

The Front Desk Supervisor will not be expected to travel.

Job Status:

Non-Exempt

Important Notice:

This job description is not an exclusive or exhaustive list of all job functions that a Team Member in this position may be asked to perform from time to time. Based on business needs or Guest service objectives, you may also be asked to perform other duties or tasks in addition to those listed above and will be required to have completed required training associated with the other duties or tasks.

ALL POSITIONS

GREET ALL YOU MEET

Say hello to everyone you see and make eye contact (SMILE).
Remember the guest or team member’s names and use them often.

SELL THE PROPERTY

Sell the services and facilities of the property first.
Help the company obtain new customers and retain current customers.
Memorize basic property information; be able to give accurate directions.
Thank our guests for their business AND invite them to return.

TAKE PERSONAL RESPONSIBILITY FOR GUEST SATISFACTION

Listen and respond with empathy to guest or team member inquiries and stay with the individual until he/she is satisfied.
If a guest or team member asks for directions, DO NOT POINT – escort the guest or team member to the destination.
Never say, “NO”, ask for assistance.

PROMOTE SAFETY AND SECURITY

Never mention a guest’s name and room number in the same conversation.
Never give out a room number. Maintain guest privacy and confidentiality.
Always knock and announce your department before entering a guest room.
Know your property’s emergency procedures.
Protect the company’s property against damage or loss.
Report any unsafe working condition.

PRACTICE CONTINUOUS IMPROVEMENT

First, master the basics! DO IT RIGHT THE FIRST TIME!
Look for ways to do your work better, faster and smarter. Share those ideas.
Be part of the solution; always accompany criticisms with suggestions for improvement.
Keep an open mind; be “flexible” to do new things and old things in new ways.

PROJECT A POSITIVE, PROFESSIONAL IMAGE

Follow the company appearance standards at all times.
Always wear your name badge and gaming badge (if needed).
Keep your work area clean and professional.
Never discuss internal business in front of guests.

TAKE PRIDE IN ACME HOSPITALITY

If you see something on the floor, pick it up.
Show proper care for tools, equipment and facilities.
Speak positively about the company and your co-workers.

PRACTICE TEAMWORK

Pitch in and help – Don’t wait to be asked.
It is okay to ask for help.

RESPOND WITH A SENSE OF URGENCY

Do not let obstacles become your excuse.
Be flexible – accomplish the task and follow-up.

HAVE FUN

Have fun and carry a great positive attitude. Being “positive” and “upbeat” does wonders for you and those around you.

GUEST SERVICE STANDARDS

Always remember to practice the Guest Service Standards for both internal and external guests.

Smile
Greet
Respond
Resolve
Thank and Invite Back

Systems you need to know:

Focus POS, Google, Gmail

The company reserves the right to revise and change job duties as the need arises. I have read and understand the requirements of this position and agree to this position and agree that I am able to meet these duties and responsibilities. This job description does not constitute a written or implied contract of employment.

Physical Requirements:

Standing - Constant

Walking - Constant

Sitting - Frequent

Climbing - OCCASIONAL

Crawling - N/A

Kneeling - FREQUENT OCCASIONAL

Bending - OCCASIONAL FREQUENT

Reaching above Shoulder - Constant FREQUENT

Lifting:

10 lbs. - Constant

11 - 20 lbs. - Constant

21 - 50 lbs. - FREQUENT

50 - 100 lbs. - OCCASIONAL FREQUENT

Carrying:

10 lbs. - Constant

11 - 20 lbs. - Constant FREQUENT

21 - 50 lbs. - OCCASIONAL FREQUENT

51 - 100 lbs. - OCCASIONAL

Pushing - Constant

Pulling - Constant

Manual Dexterity - Constant

Bi-Manual Dexterity - Constant

Fine Motor Skills - Constant

Gross Motor - Constant

Eye/Hand Coordination - Constant

Near Vision - Constant

Far Vision - Constant

Color Recognition - Constant

Hearing - Constant

Other -

ENVIRONMENTAL FACTORS

Working Outside YES

Working Inside YES

Working alone YES

Working closely with others YES

Excessive cold/heat YES

Excessive humidity/dampness YES

Noise/Vibrations YES

Working above ground YES

Working below ground NO

Working with chemicals/solvents/detergents/cleaners YES

Working on uneven surfaces NO

Operating moving equipment or vehicles NO

Working around machinery or moving equipment YES

Climbing on scaffolds or ladders YES

Working under hazardous conditions NO