Front Desk Supervisor

RCMI HOSPITALITY MANAGEMENT LLC; Los Angeles (CA); On-site; USD 34,000 - 37,000; Full time

Job summary

RCMI Hospitality Management LLC in Los Angeles is seeking a Front Desk Supervisor for a full-time role. The position oversees front office operations and night audit, ensuring guests receive attentive service and maximizing occupancy.

Candidates should have a high school diploma, at least two years front desk experience, supervisory background, and solid computer and financial skills, with certification preferred per franchise requirements; light physical demands apply.

Qualifications

• High School Diploma or GED certification and equivalent work experience.
• Minimum 2 years of hotel front desk experience.
• Previous Supervisory experience in a hotel desired.
• Proven financial knowledge and solid computer skills.

Responsibilities

• Supervise front desk operations and night audit to ensure quality service.
• Schedule staff and assist with performance reviews.
• Maximize room revenue and occupancy through daily analysis.
• Communicate with Housekeeping, Reservations, Sales and Credit Manager.
• Respond to guest requests and complaints promptly.
• Ensure compliance with wage and hour laws.

Skills

Front desk experience

Supervisory experience

Financial knowledge

Computer skills

Customer service

Education

High School Diploma or GED

Franchise certification

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Front Desk Supervisor

Full Time Los Angeles, CA, US

Salary Range: $25.00 To $27.00 Hourly

The Front Desk Supervisor is responsible for ensuring the operation of the Front Office and night audit in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy. Maintains an active supervisory role in respects to all front office departments.

Education & Experience:

• High School Diploma or GED certification and equivalent work experience required.
• Certification preferred: Certification as required by franchise.
• Minimum 2 years of hotel front desk experience required.
• Previous Supervisory experience in a hotel desired.
• Proven financial knowledge and solid computer skills required.

Physical Demands:

• Long hours sometimes required, including nights and weekends.
• Light work-Exerting up to 50 pounds of force occasionally, and /or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand for long hours at a time, sometimes for entire shift.
• As MOD, ability to move quickly to various departments on property.
• Must be able to convey information and ideas clearly, both oral and written.
• Must work well in stressful, high-pressure situations, particular with upset guests or staff members.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must be effective at listening to, understanding and clarifying concerns and issues raised by team members and guests.
• Must have the ability to assimilate complex information, data, etc. from disparate sources and consider adjust or modify to meet the constraints of a particular need.
• Must be able to prioritize departmental functions to meet due dates and deadlines.
• Must be able to work with and understand financial information and data, and basic arithmetic function.

Responsibilities that may include any and all of the following:

• Approach all encounters with guests and team members in a friendly, service-oriented manner.
• Regular attendance is required in compliance with RCMI 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 proper dress and correct nametag when working.
• Comply at all times with RCMI standards and regulations to encourage safe and efficient hotel operations.
• Must, at all times, be attentive, friendly, helpful and courteous to all guests, managers, and other team members.
• Schedule guest service agents, bell staff and telephone services, as applicable. Assist Front of the House Operations Manager with performance reviews, training and development of staff to achieve hotel service quality standards.
• Supervise and participate in guest registration and check out procedures.
• Motivate staff and establish a productive working environment for hotel.
• Achieve budgeted revenues and expenses and maximize profitability related to the rooms department.
• Assist Revenue and Sales management with the implementation and execution of programs to ensure that the hotel’s room occupancy and Average Daily Rate objectives are met.
• Analyze and generate reports and communicate information to team members and appropriate departments.
• Assemble, track and interpret financial and operational plans for the rooms department, to include the annual hotel budget.
• Have full knowledgeable of hotel property, amenities, area attractions and transportation options.
• Maintain correct procedures for hotel accounting, credit control and handling of financial transactions.
• Maintain procedures for security of monies, guest security.
• Knowledge of all emergency procedures.
• Strive to increase the level of guest satisfaction by sharing all guest service data provided by the brand on a consistent basis. Set goals for improvement of low scoring items.
• Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follow up to ensure guest satisfaction.
• Comply with wage and hour laws.
• Motivate, coach, counsel and discipline all team members according to RCMI standards.
• Develop team member morale and ensure all team members are fully trained.
• Maximize room revenue and occupancy by reviewing status daily. Analyze variances, monitor credit report and maintain close observation of daily house count.
• Perform all jobs within the Front Desk, Bell Staff, and PBX Departments, when needed.
• Work closely with accounting on follow-up items, i.e. returned checks, rejected credit cards, team member discrepancies, etc.
• Operate all aspects of the front office system, including software maintenance, report generation and analysis, and simple programming.
• Assist in preparation of revenue and occupancy forecasts.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Maintain constant and effective communication with Housekeeping, Reservations, Sales and Credit Manager.
• Operate cell phones and radios efficiently and professionally in communicating with hotel staff. Ensure proper use of radio/phone etiquette within the department.
• Maintain lobby and front desk presence during peak hours and as needed.
• Manage and organize large turn days (including guest check-ins and check-outs).
• Monitor out-to-order, out-of-service, and discrepant and show rooms. Work closely with maintenance to ensure timely return for out-of-service rooms.
• Manage sell out opportunities; review arrivals report, and check on rooms inventory.
• Maintain and monitor “lost and found” policy and procedure.
• Maintain all required supplies for the front office.
• Be familiar with all brand specific programs and the procedures for each. Ensure that team members are knowledgeable in understanding and implementing the programs.
• Establish and maintain key control system.
• Be knowledgeable about the accident prevention program, including safety committee, education/enforcement, and communication of safety issues through department meetings.
• Be able to effectively investigate, report and follow-up on employee and guest accidents.
• Effectively manage emergency situations i.e. fire, bomb threat, inclement weather, robbery, guest illness and /or accident.
• Have a working knowledge of night audit responsibilities and procedures.
• Perform all duties as requested by management.
• Attend/conduct all training/meetings as required by management.