Description

The Role:

The Front Desk Supervisor is responsible for managing the daily operations of the hotel. This role schedules employees, orders and manages inventory of guest & hotel supplies, approves time cards, develops reviews and oversees all Front of House staff, including front desk agents, concierge, and bell attendant team.

Responsibilities:

• Handles one of our three properties as Manager on Duty, serving as the contact for problem resolution when a Front Desk Agent can no longer assist.
• Assists team in daily projects and guides/supervises our staff to perform their duties.
• Have a complete understanding on Opera Cloud PMS system, learn all the company programs used to ensure smooth work for staff and operations.
• Monitor deposits 3 days out, mark down what shifts are not taking deposits and report to GM so the staff can be monitored effectively
• Creates weekly occupancy forecasts
• Ensure SOP’s are kept up to date and all employees are following Catalina Island Company’s standards
• Train new hires and ensure they are learning the company standards and adhere to hospitality merits.
• Monitor inventory for weekly supplies and order items as needed from Adaco.
• Takes over scheduling & Paycom if the Hotel General Manager is unable to do so
• Supports the hotels coordinator and housekeeping manager in coordinating cleaning requests for all Catalina Island Company’s venues.
• Inspect guest rooms and make any adjustments or repair in order to keep it up the standards required.
• Manage the rooms’ inventory during the day. Coordinate the dirty, pick up and clean status
• Provide support to the Front and Back of house. If one department is not able to complete a task due to staffing or other tasks taking priority, then it is your job to step in and complete said task.
• Manage and complete any assigned projects
• Assist to create the weekly schedule to meet staffing needs
• Assist to input schedule and approve timesheets in Paycom for payroll.
• Ability to organize and maintain supplies.
• Respond to all guest issues in a timely manner.
• Confirm that the team is completing their checklist and necessary duties during each work shift.
• Support the team to ensure that VIP arrivals/amenities are taken care of consistently.
• Work with the management team to celebrate weekly service topics and revenue goals.
• Assist in holding department meetings to celebrate employees and roll out new processes.
• Cover all necessary shifts whenever there is an emergency or last-minute call off
• Ensure that all team members are taking necessary meal breaks during each shift and organize their time to limit overtime hours.
• Produce new incentives/processes to continuously develop front office operations.
• Ensure employee satisfaction always coaching/training employees consistently when an opportunity arises.

Qualifications

Skillset Required Qualifications:

• Two years hotel experience, preferably in hotel front of the house
• Three years of experience interacting with customers
• Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
• Excellent verbal, written, and interpersonal communication skills.
• Strong organizational, multi-tasking, and prioritizing skills.
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Ability to understand guest problems and find solutions
• Ability to use good judgement and maintain diplomacy while performing job duties
• Strong attention to detail and accuracy skills.
• Ability to work cohesively with all departments
• Strong interpersonal and team player skills; ability to work closely with other departments and communicate clearly and effectively with colleagues and guests.
• Strong time management skills: ability to multi-task, set priorities, and adjust to changing conditions.
• Willingness to work in a fast-paced environment.
• Ability to communicate verbally by phone, in person and in writing
• ServSafe and RBS certification completed upon hiring

Physical Required Qualifications:

• Position requires walking and standing for most of the working day; must be able to stand and exert well-paced mobility for up to 8 hours in length. Must be able to lift up to 25 lbs. on a regular and continuing basis. Must be able to bend, stoop, squat and stretch to fulfill tasks. Requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, and climbing.

Preferred Qualifications:

• Hotel Operations knowledge
• Experience with Opera preferred
• Knowledge of the local area and attractions.

Job Expectations regarding Scheduling:

• This position requires a flexible schedule with shifts that consists of a rotating schedule of weekday and weekend shifts, including day, night, and holiday work hours.