101002 - Front Desk Supervisor

Are you a Customer Service Super Star…. WE NEED BIG STARS LIKE YOU!!!

Come be a part of an AWARD-WINNING TEAM.

Cotton Court Hotel is located in Lubbock, TX and is a pillar of the community.  Our hotel is unique to the city and we are looking for outstanding talent to provide exceptional customer service to our guests.  We are part of Valencia Hotel Group, a collection of hotels that are created for today’s passionate traveler, each of our hotels are intentionally built to showcase modern design and classic character. We are looking for team members who are ready to be empowered to go above and beyond.

Job summary:  

Managing/Supervising front office and guest services team members to ensure Valencia Hotel Group’s standards are upheld.  Ensuring guest satisfaction is met, delivering the best guest experience. Play an active role in the training function in front office and guest services team to create a safe and efficient work environment.

Shift requirements:

• Open availability for morning or evening shifts on weekdays/ weekends

Physical Requirements:

• Standing/Walking:  Constantly:  At front desk on tile or carpet.  Around the entire hotel for daily inspections.
• Crouching (bend at knees):  Frequently.  When getting supplies from cabinets, picking things up from the floor, and loading the computer printer with paper.
• Stooping (bend at waist):  Constantly.  Getting keys, supplies, and doing paperwork on the front desk.
• Twisting (knees/waist/neck):  Constantly.  When working with several people at once; watching for guests; retrieving material.
• Reaching (overhead/extension):  Constantly.  Passing materials to guests over the front desk counter and reaching for materials in high areas.
• Handling/Grasping:  Constantly.  Handling telephones, folios, files, fares, supplies, keyboards, grasping pens, telephones, and credit card.
• Pushing/Pulling:  Average weight frequently 5 lbs.  Maximum weight occasionally 50 lbs.
• Lifting/Carrying:  Average weight frequently 5 lbs.  Maximum weight occasionally 50 lbs.

Working Environment:

• Interior and exterior of Hotel with exposure to weather conditions   

 Responsibilities                                                                                                                                                   

• Contribute positively to the team within the department
• Prepare for any and all guest requests
• Relentlessly train and motivate guest service team members
• Convey information and ideas clearly
• Assist team members with daily/weekly/monthly assigned duties
• Communicate situations in the workplace effectively including anticipating, preventing, identifying, and solving problems as necessary
• Maintain composure and objectivity under pressure
• Listen, understand, and clarify the concerns and issues raised by guests effectively
• Work with and understand financial information, data, and basic arithmetic functions
• Comply with Valencia Hotel Group (and its affiliates) standards and regulations to encourage safe and efficient hotel operations.
• Maintain regular attendance in compliance with Valencia Hotel Group (and its affiliates) standards as required by scheduling which will vary dependent upon the front office needs
• Complete other duties as assigned by Front Office Manager
• Responsible for assisting in supervision and performance of all Front office related operations and team members
• Work with Front Office Manager and General Manager to monitor Front Office quality and costs
• Create and modify department training topics for front office agents
• Check guests in and out in a friendly manner
• Become proficient in Hotel Operating System, Key system, and phone system
• Complete knowledge of front desk procedures, hotel services, outlets, area information, directions, recommendations, PMS system and procedures, hotel procedures and rules
• Maintains a friendly, cheerful and courteous demeanor at all times.                        
• Provide friendly assistance in answering questions and offering information to guests
• 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
• Maintains good customer relations by keeping aware of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone
• Update information in the computer system as needed
• Follow checklist for required duties and timeliness.  Complete all opening and closing duties.
• Act as Manager on Duty when necessary
• Communicate with all other departments to fulfill guests’ needs
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary
• Check guests in and out in a friendly manner
• Assist with valet when necessarey

Basics:

• Attend required meetings
• Keep work areas clean and organized
• Be extremely courteous to all customers and fellow employees
• Report unsafe conditions to your supervisor immediately
• Assure all safety and security policies and procedures are adhered to
• Maintain hotel equipment in proper working conditions

Qualifications:

• Hotel Operations or Customer Service experience preferred
• Communicates effectively with others
• Works productively with a team
• Effective multitasking skills
• Composure and patience under pressure
• High school or equivalent education required.
• Prefer hotel experience and background.
• Valid Drivers license

BENEFITS: 

• Medical, Dental, Life insurance
• Paid Time Off 
• Paid Community Service Days
• Click here to learn more

 Valencia Hotel Group (and all its affiliates) is an Equal Opportunity Employer

Valencia Hotel Group provides equal employment opportunities to all persons. The company does not discriminate because of race, color, religion, sex, national origin, disability or ancestry in recruiting, hiring, placement, promotion or any other condition of employment and actively seeks a diverse and representative work force.