Front Desk Supervisor - Long Beach, United States - Westin Long Beach

Westin Long Beach

Verified Company

Long Beach, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

Compensation Type:

Hourly Highgate Hotels:

Location:

Situated across the street from the Long Beach Convention Center and just two blocks from the beach, the Westin Long Beach has something to offer both business and leisure travelers alike.

This 474-room hotel is also ideal for groups and weddings, with 37,000 square feet of meeting space, 31 suites, and a stunning garden terrace perfect for "I Dos".

And with the Westin's central location, guests are within walking distance of the Aquarium of the Pacific and the Catalina Express, and are just two miles from the Queen Mary.

Overview:

The Front Desk Supervisor is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Responsibilities:

Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards.
Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.
Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
Review Front Office log and Trace File daily.
Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
Follow all cash handling and credit policies.
Be aware of all rates, packages and special promotions as listed in the Red Book.
Be familiar with all inhouse groups.
Be aware of closed out and restricted dates.
Obtain all necessary information when taking room reservations and follow the ratequoting scenario.
Be familiar with hospitality terminology.
Have knowledge of emergency procedures and assist as needed.
Handle checkins and checkouts in a friendly, efficient and courteous manner. Use proper twoway radio etiquette at all times when communicating with other employees.
Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
Be able to complete a bucket check, room rate verification report, and housekeeping report.
Balance and prepare individual paperwork for closing of shift according to hotel standards.
Maintain and market promotions and guest programs.
Maintain a clean work area.
Assist guests with safe deposit boxes.

Qualifications:

College course work in related field helpful.
Experience in a hotel or a related field preferred.
High School diploma or equivalent required.
Computer experience required.
Customer Services experience preferred.
Flexible and long hours sometimes required.

Light work

Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Ability to stand during entire shift.
Maintain a warm and friendly demeanor at all times. Supervise all team members in their respective roles at the Front Office.
Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous and serviceoriented manner.
Attend all hotel required meetings and trainings.
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to crosstrain in other hotel related areas.
Must be able to maintain confidentiality of information.
Must be able to show initiative, including anticipating guest or operational needs.
Perform other duties as requested by management.