Front Desk Supervisor

About Us

At the cornerstone of Ladybird Lake and the Austin Skyline, the internationally recognized best in class Luxury Hotel Group, The Loren Hotel will bring a level of understated luxury and sophistication to Austin. 

With its unparalleled views of Lady Bird Lake and the Austin skyline, The Loren invites discerning residents and guests to experience the ultimate in understated luxury and curated Austin culture. Our modern hotel rooms, impeccable service, and exclusive amenities offer the perfect complement to our indoor-outdoor environment, uniquely set within Austin’s most beloved green space. 

We are Uncompromising by Nature

We are here for those who question the ordinary.  Who shun the mundane, the dull and the blunt.  The risk-takers, the tree-shakers, the trail-makers.  Those who believe in more, in further, and better.  Who won’t settle for second, or for “good enough?” or “nearly there?” Who will get to their feet and not be shaken by doubters.  Not afraid to be one of the curious minds.  Who will talk of the world with elegance and charm.  Knowing of its beauty, its delicate place.  Yet embrace those things that bring us on.  Art, food, wine, and song.  Find us, united by a love for life.  Its zest, its zing… its unpredictable turns.  Join our commitment, our passion, and flair.  Free spirits with soul.

 Our Full-time Eligible benefits include:

Participation in 401(k) with company match of up to 4%*

Medical with 0 deductible/0 co-pay options/Dental/Vision/FSA/STD/LTD/Life and AD&D/Hospital Indemnity

Paid PTO

Paid Holidays

Paid Maternity/Paternity Leave

Employee Assistance Program*

Complimentary Employee Meal*

Complimentary Bus Passes*

50% off Dining in Nido*

Recognition Programs, Incentives and Celebrations*

*Benefits available to Part time Associates

Job Summary/Responsibilities

The Front Office Supervisor reporting to Front Office Manager will ensure that all guests are treated warmly and provided with luxury service throughout their stays. This will be achieved by supervising and directly working alongside all areas of operation relating to Front Office. This is inclusive of the Front Office Associates, Concierge, PBX, and Bell/Door Attendants.

• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
• Help develop Opera training procedures for associates.
• Daily inspect and improve procedures in place in the area of 3^rd party reservations.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Completes established check-in procedures for arriving guests and facilitates guest departure in order to close the guest account and make the room available for the next guest.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
• Operates the hotel equipment, including, assisting outgoing calls, scheduling and setting wake-up calls and paging guests.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Maintains a friendly, cheerful and courteous demeanor at all times.

Supervisory Duties

5-8 associates

Core Competencies

Drawn from our core values, each competency is built upon a set of basic behaviors that are shared by all associates, regardless of role which include:

• Communication
• Cooperation
• Dependability
• Initiative
• Job Knowledge
• Judgement
• Planning & Organization
• Problem Solving
• Quality
• Quantity
• Use of Technology

Education/Formal Training

High School diploma or equivalent

Experience

• 1 or more full years employment experience in a related position.
• Previous hotel front desk experience required

Knowledge/Skills

• Requires supervision/management skills.
• Be able to deal with guest escalation issues while working independently.
• Requires understanding of all hotel front office procedures.
• Requires knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines.
• Must have high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems.
• Must have experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
• Ability to communicate information and hotel services to management and guests. 
• Must be able to read written communiques and monochrome computer screens.
• Must be able to operate computer, calculator, and telephone keyboards, for cash handling and paperwork processing.
• Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
• Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 90% of shift is standing, Bending/kneeling - repeated bending and kneeling required while filing.
• Mobility - must be able to reach all areas of the hotel to assist clients.
• Occasional standing. Occasional carrying and lifting of files and office items up to 25 lbs.

Environment

Prolonged standing at indoor, thermostatically climate-controlled workstation under fluorescent lighting. Work inside 95% of the time.