Guest Relations Supervisor (Front Office)
- Supervise the front desk staff directly, maintaining and improving current department standards.
- Assist in Front Desk scheduling based on occupancy levels.
- Provide and oversee training for newly hired Curators, including updates to the training manual.
- Assist Front Office Manager duties in keeping Front Desk inventory/supplies updated and current; guest handouts, room keys and packets, brochures, etc .
- Oversee the wine reception in the lobby; making sure there are enough glasses, and wine each night. Keeping the wine and cheese area clean during the wine hour.
- Oversee the coffee and pastry setup daily, communicating with In Room Dining when more coffee or pastries are needed. Ensuring cleanliness and organization of the coffee station area.
- Updating the “package board” in the conference room daily, keeping track of arriving guests with packages and communicating the correct information to the Front Desk agents.
- Ensure that the pending rooms log is being handled efficiently, which includes working with Front Desk agents to manage the inventory.
- Head up daily stand-up meeting, going over details that pertain to Curators and Bell staff directly.
- Assist Front Office Management by covering MOD shifts when necessary, and complete MOD report when covering closing shift.
- Resolve guest issues, showing empathy and finding the best solution possible. Listen to guest and show empathy before providing options for a solution and follow up to ensure that all issues were resolved in a timely manner.
- Work with Housekeeping to provide a seamless transition of the house on a daily basis. Monitor and report housekeeping discrepancies to housekeeping department and follow up with Front Office Manager for closure of any issues.
- Responsible for any and all projects assigned by the General Manager, Director of Rooms or other management personnel.
- Assist Front Office Management with in-house groups regarding room inventory, room drops, billing, and checkouts.
- Ensure all Curators and Bell/Valet employees follow uniform standards.
- Assist Front Office Management in communicating important information to the bell staff relative to all groups and their needs.
- Follow all fire and safety procedures and regulations as outlined in the employee handbook.
- Must conduct self in a professional manner at all times and adhere to the employee handbook grooming policies.
- Reports to all scheduled shifts on time and if unable to report to work, notifies the Front Office Manager according to the company policies outlined in the employee handbook.
- Awareness and effort in bringing together a team mentality in all respects.
- Awareness of Cavallo Point Lodge’s desire to operate as environmentally sustainable as possible, awareness and motivation towards being ecologically sensitive, and awareness of the complexity in being green, with a total dedication to doing so.
- Remains focused, alert, and attentive at all times on the job, restricting use of any cell phone, PDA, digital music device, or other device that limits focus.
- Knowledge of the Bay Area and the surrounding tourist attractions, with the ability to give accurate driving directions.
- Must be naturally enthusiastic, centered, and organized person to supervise the diverse personalities of the Front Desk staff.
- Must possess excellent communication skills combined with a pleasant personality and ability to make frequent eye contact.
- Ability to speak, hear, read and write English, count, and file alphabetically and numerically with precision.
- Ability to operate basic office equipment; computer and related programs, fax, copier, and scanner.
- Capable of remembering guests' names and use them frequently.
- Must have a valid driver's license and acceptable driving record.
- High School Diploma or equivalent acceptable experience.
- Must be able to stand on feet for 8-hour shifts.
- Must be able to lift up to 20 lbs. on a regular and continuing basis.
- Must have the ability to bend, squat and frequently lift up to 50 lbs.
- Must be able to bend, stoop, squat, and stretch to fulfill cleaning tasks.
- Requires grasping, writing, standing, sitting, walking, repetitive motion, bending, climbing, listening and hearing ability and visual ability.
- Requires manual dexterity to use and operate all necessary equipment.
- Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other employees.
- Concierge level knowledge needed of hotel amenities, restaurants, travel and transportation information.
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