Front Desk Supervisor

Hotel Oceana Santa Monica; Santa Monica (CA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) plan

Vacation and sick leave

Holiday pay

Job summary

Hotel Oceana Santa Monica, a premier oceanfront all-suite property, seeks a Front Desk Supervisor to lead the front desk on assigned shifts, greet guests, check in/out, answer phones and handle requests with a high-touch service standard.

Candidates should have at least three years of front desk experience at a luxury property and Hilton software experience (OnQ, R&I, GRO, etc.). A minimum two years in a supervisory role is preferred, with excellent communication and guest-relations skills.

Qualifications

• Minimum two years front desk or guest service experience in a luxury hotel.
• At least three years front desk experience; one year supervisory preferred.
• Experience with Hilton software OnQ, R&I, GRO, etc.
• Excellent communication and guest service skills.

Responsibilities

• Supervise the front desk during assigned shifts.
• Check guests in and out of suites accurately.
• Answer phones and promptly meet guest requests.
• Assist with reservations, upselling, and changes as needed.

Skills

Front desk experience

Supervisory experience

Guest service excellence

Education

High school diploma or GED

Hospitality degree or certificate

Tools

Hilton OnQ

R&I

GRO

Job description

This is a unique and exciting opportunity to join the team as a Front Desk Supervisor at the #1 Hotel in Los Angeles, as voted by Travel and Leisure: Oceana in Santa Monica, CA. This oceanfront, all-suite hotel reopened in July 2019 after undergoing a $35 Million complete transformation, and we are now seeking motivated, enthusiastic professionals to become integral members of our team.As a Front Desk Supervisor, you supervise the front desk during your assigned shifts, accurately check guests in and out of their suites, answer phones, and promptly meet all guest requests. If you have at least three years of front desk experience at a luxury hotel or resort and have worked using Hilton software (OnQ, R&I, GRO, etc.), we want you to apply today. We will schedule in-person and digital interviews for qualified candidates over the next few weeks.Apply today! Then check your phone and email messages often for a message about scheduling a short phone interview.The How…You will use your three-plus years of front desk experience, with at least one year in a supervisory role in a four-star or five-star hotel, to assist in managing the hotel’s guest services functions daily. You primarily will greet guests when they arrive and as they move through the lobby during their stay, administer check-in and check-out, confirm billing, assist with reservations, including lengthening or shortening stays, upselling, and making other changes where possible.Your experience working with Hilton Reservations Systems software and savvy use of Microsoft Office applications will support our efforts to create a seamless experience for our guests throughout their stay. You strongly desire to ensure every guest’s stay meets or exceeds the hotel’s standards. You enjoy providing other services for our guests, such as taking requests for wake-up calls, arranging restaurant reservations, tour reservations, spa and salon services, and tickets for theatrical, music, and sporting events for guests, and accommodating general and unique requests.Your friendly, efficient, and high-touch approach is perfect for engaging with guests and team members. You appropriately address guest concerns and escalate complaints as needed, enlisting the support of the Front Office Manager when needed. Still, you can maintain and enforce company standards regarding operational processes and procedures related to the hotel’s front desk.The Details…You will work a full-time hospitality schedule defined by operational needs, including weekends and holidays.You are willing to conform to hotel dress and grooming standards, which include wearing the hotel-issued uniform, having no visible tattoos while wearing a uniform, having no unnatural hair colors, having no piercings other than one pair of earrings, and having neatly groomed facial hair.We offer many benefits to meet your needs, including medical, dental, vision, and basic life insurance options. The company provides auto-enrollment in its 401(k) plan after 60 days of employment. New employees accrue 40 hours of vacation in the first year and earn 80 paid sick leave per year. Eligible employees also receive holiday pay (if working) or paid holidays (if scheduled off) for six yearly holidays*.After you apply, please listen to voicemails, answer calls from unknown numbers, and check emails for a message from us regarding the next step.To be eligible for holiday pay, employees must have completed 90 days of employment and worked the last scheduled day before and the first day after the holiday.Required Skills and AbilitiesTreats all guests with the highest level of concern and care; demonstrates a natural disposition towards personal and public safety; operates from a place of integrity, honesty, and ethicsHas broad knowledge of local restaurants, nightlife, museums, current events, and attractions. Must be able to provide accurate and precise directionsAble and willing to maintain regular attendance and punctuality to ensure all essential duties are fulfilledExcellent verbal and written communication skills with the ability to write and speak clearlyTreats everyone with respect and dignity, accepts responsibility and takes ownership of tasks, follows through on commitments, takes initiative and maintains confidentialityExcellent organizational skills and attention to detail, strong time management skills with a proven ability to meet goals and deadlinesAbility to function well in a fast-paced, high-volume environmentEducation and ExperienceA high school diploma or GED is required, or have equivalent work experience in the hospitality industryPrevious Hilton software experience (OnQ, R&I, GRO, etc.)Degree or certification in hospitality or hotel management preferredA minimum of two years prior experience in a concierge, front desk or guest service in a luxury hotel environment is required; one year of supervisory experience is preferredPhysical RequirementsExpected work hours: Full-time hospitality schedule defined by operational needs, including weekends and holidaysTravel: NoneWork environment and physical demands:Able to frequently lift or move items weighing up to 10 pounds; occasionally needs to lift or move items weighing up to 20 poundsAble to use hands to use and manipulate tools and objects or control equipment; adequate vision to do the same safelyAble to move about the property to perform assigned tasks and responsibilities, including standing for extended periods, walking, climbing stairs, stooping, kneeling, crouching, or crawling to perform functionsFLSA Status: NonexemptPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.Hotel Oceana Santa Monica is an Equal Opportunity Employer.We will consider all qualified Applicants, including those with Criminal Histories, for employment in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.