Job Description

Position Name: Front Office Supervisor

Reports to: Front Office Manager

Employment Status: Full-time

Travel: Low

FLSA Classification: Non-exempt

Location: Palo Alto, CA

Department: Front Office

Property: Creekside Inn

Description of Job Duties

The Front Office Supervisor will be responsible for ensuring all matters of guest service are handled accurately and efficiently. This role will provide supervisory support to front desk agents and ensuring guests are met with hospitality that anticipates their needs. This position also oversees the smooth function of the front desk operations, responsible for training and retraining of guest service procedures and maintains good morale by acting as a liaison between front office staff and management.

Core Functions

• Adhere to Oxford Hotels & Resorts, LLC guidelines and core values to ensure the health, safety and comfort of our team members and guests.
• Provides assistance to other team members and departments to contribute to the best overall performance of the department and hotel, and communicate effectively with guests and fellow team members.
• Maintain a friendly, cheerful and courteous demeanor at all times, while providing personalized service to hotel guests.
• Oversees smooth, effective operation of the front office department and assures training programs and hotel policies are followed daily.
• Maintains operating supplies to ensure front office has proper supplies day to day by working closely with night auditor and to take actual inventory monthly for reorder purposes.
• Ensures all VIP amenities are handled properly by guest service staff and that all billing procedures are correctly followed.
• Ensure cash and petty cash are maintained and always balanced, and travel agent billing and reconciliation completed timely.
• Work to attain high employee morale and move to constructively resolve personnel problems in a timely manner.
• Interact daily with the Front Office Manager to resolve current problems; anticipate future problems and discuss activities in hotel.
• Communicate with all hotel staff regarding VIP clients or special operational needs of a client (early check-ins, group arrivals, preferred rooms, etc.).
• Make every effort to assure guest luggage is always stored in a secure area.
• Resolves guest problems and complaints.
• Organize and help facilitate guest relocation when required.
• Attend necessary meetings.
• Other duties as assigned.

Qualifications

• 1-2 years front desk hotel experience and/or supervisory experience in a luxury/high end property.
• Adaptable experience with travel industry reservation systems and hotel property management systems essential, standard Microsoft Office tools essential, knowledge of database system development preferred.
• Excellent verbal and written English communication skills.
• Ability to communicate effectively with Management.
• Excellent organization skills.
• Ability to work well under deadline pressure.
• Ability to motivate and train team members.
• Highly organized and efficient, pro-active and results driven, and ability to adapt and demonstrate flexibility. Leads by example and with integrity.
• Excellent communicator and team motivator. Business-like, socially engaged, passionate, expressive demonstrating a positive attitude.

Mental and Physical Demands

• Frequent: Sitting, standing, walking throughout property, working on a computer, typing, filing, climbing stairs, and interacting with guests (speaking, listening, writing).
• Occasional: Lifting, pushing, and pulling guest luggage and property equipment. Occasional stooping and bending.

Job Type: Full-time

Pay: $25.30 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Night shift
• Weekends as needed

Work setting:

• In-person

People with a criminal record are encouraged to apply

Experience:

• Hotel experience: 1 year (Required)

Ability to Relocate:

• Palo Alto, CA 94306: Relocate before starting work (Required)

Work Location: In person