Hotel Front Office Supervisor

Under the direction of the Hotel Front Office Manager (FOM), The Hotel Front Office Supervisor (FOS) is responsible for assisting in directing and administering front office operations, in the hotel's continuing effort to deliver outstanding guest service and financial profitability. The FOS is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives linked to improving business revenues, improving business effectiveness and efficiencies, or improving the value of the hotel's products and services to its customers and clients. To be successful in the role of FOS, this position requires assisting in the implementation of the property service strategy and initiatives with the objective of meeting or exceeding guest expectations, and team member experiences, human resources, financial performance, and sales and revenue generation. Success is measured against ten standards: Productivity, Customer and Client Relations, Professionalism, Revenue Management, Financial Management, People Management, Leadership, Quality Management, Communication, and Safety and Security.
Essential Duties & Responsibilities
Supervises Front Office team members' performance, including but not limited to, guest check-in and check-out, lobby traffic, luggage assistance, determining room rates and availability.
Processes all guest check-ins, verifying guest identity, form of payment, assigning rooms, and activating/issuing room keys.
Secures payment prior to issuing room keys, verifies and adjusts billing as authorized.
Sets up accurate accounts for each guest according to their requirements.
Ensures rates match market codes, documents exceptions.
Compiles and reviews daily reports and logs.
Completes cashier and closing reports.
Responds to guest inquiries and resolves issues and complaints in a timely, friendly and efficient manner. Accommodates guest requests, contacting appropriate team members if necessary. Follows up to ensure requests have been met accordingly.
Schedules, assigns daily work, and leads pre-shift meetings.
Assists management in training, evaluating, counseling, motivating and coaching team members; Develops and maintains positive working relationships; supports team to reach common goals; listens and responds appropriately to team member concerns.
Follows all Accounting Procedures, pertaining but not exclusively to: processing all payment types, vouchers, paid-outs, and charges, balancing and dropping receipts, counting and securing banks at beginning and end of shifts, and obtaining manual authorizations.
Notifies Loss Prevention/Security of any guest reports of theft.
Supervisory Responsibilities
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
High School Diploma or GED required.
Minimum two (2) years hotel experience as Front Desk Agent, Night Auditor or progressive front desk responsibility.
Strong English skills, both oral and written.
Strong proficiency in Property Management and Yield Management systems.
Proficiency in OSHA, ADA, California State Housing Laws, and Health Department regulations preferred.
Intermediate Proficiency in Microsoft Office (Word, Excel and Outlook) desirable.
A qualified candidate/employee must have a valid identification card or driver's license.
Must provide at least two unexpired, Right To Work documents; a valid social security card, a U.S. birth certificate, a Native American Tribal document, U.S. citizen ID Card, a resident citizen ID card, an U.S. passport, or employment authorization documents issued by the Department of Homeland Security.
San Manuel Band of Mission Indians is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. If you require reasonable accommodation in participating in the employee selection process, please direct your inquiries to Human Resources, 909-863-2270, or email HR@sanmanuel.com.

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