Job Details

Best Western Plus Arroyo Roble Hotel & Creekside Villas

Summary/Objective

The primary duties of the Front Office Supervisor are to accommodate guests during their stay in an attentive, courteous, and friendly manner, and assist and guide the front office staff in daily duties and long-term goals.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Assign work and supervise team member performance in all Front Office procedures including, but not limited to, guest check-in and check-out, lobby traffic and flow, luggage assistance, telephone operator services and determining room rates and availability per management's guidance.
• Respond to guest inquiries and resolve issues and complaints in a timely, friendly and efficient manner
• Support and assist team members in handling guest inquiries and requests and in resolving guest complaints
• Schedule, assign daily work, lead pre-shift meetings, inform and train team members
• Monitor, observe and assist in evaluating team member performance
• Interact with hotel associates in a professional manner, assisting other departments with necessary information.
• Use proper telephone and reservation etiquette including describing the hotel, proper rate quotation and capturing reservations. Operate phone system in, at times, a fast-paced environment.
• Able to make reasonable and professional decisions. Accurately manage cash drawer and credit card system. Communicate pertinent shift information to the next shift and direct supervisor.
• Processing all payment types, vouchers, paid outs and charge.
• Setting up accurate accounts for each guest according to their requirements.
• Obtaining manual authorizations and following all accounting procedures.
• Notifying Loss Prevention/Security of any guest reports of theft.
• Maintaining an up to date working knowledge of all property amenities as well as any special events.

Competencies

• Excellent communication and organizational skills.
• Strong interpersonal and problem-solving abilities.
• Highly responsible and reliable.

• Ability to remain calm while under pressure
• Ability to work cohesively as part of a team.

Work environment

• Ability to stand for most of your shift.
• Hotels operate 24/7 therefore schedules may at times fluctuate based on the needs of the business.
• Standing, walking, bending, stretching, twist, or lifting as much as 20lbs. throughout your scheduled shift.

Required education and experience

• At least one-year Front Desk Experience as Guest Services Agent, or two years' experience in the Hospitality field.

• High School or equivalent required
• Associates degree in related or business administration preferred.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

Security clearance requirements

• Must clear background screening

Benefits

• 401K (Matching)
• Medical
• Dental
• Vision
• Life Insurance
• Long Term Disability
• Employee Discounts