Front Office Supervisor

Lafayette Park Hotel Corporation; St. Helena, Northern (CA, KY); Hybrid; USD 37,000 - 39,000; Full time

Job summary

Harvest Inn in St. Helena, California, is seeking a Front Desk Supervisor to lead the Front Office team and ensure exceptional guest experiences.

The role focuses on driving revenue, maintaining high service standards, and guiding associates to deliver flawless arrival and departure experiences. The ideal candidate will have prior Front Office experience, strong English communication, and the ability to coach staff, manage daily operations, and handle guest concerns with professionalism.

Qualifications

• Ability to use a moderately complex computer system.
• Ability to provide accurate information and respond to questions from managers, clients, customers, and the general public.
• Ability to deal with employees and customers with tact and diplomacy to resolve conflicts.
• Able to create Front Office reports, business correspondences and memos.
• Basic math skills.
• Excellent organizational skills.
• Ability to read, listen and communicate effectively in English.

Responsibilities

• Communicates all information regarding property promotions to the Front Office staff and other departments.
• Assists in training and supervising the Front Office staff.
• Follow all safety, hygiene and cleanliness protocols at all times.
• Provides feedback to the Front Office Manager for performance evaluations and coaching.
• Reviews group resumes, event schedules and daily reports and communicates necessary information to Front Office and staff.
• Fields guest complaints and researches to develop effective solutions.
• Resolves rate conflicts or facilities issues with guests.
• Inputs and retrieves information for file maintenance and Front Office reports.
• Participates in Front Office staff meetings to train and motivate staff.
• Runs reports to monitor data-entry accuracy and avoid reservation duplications.
• Supervises Front Office staff and enforces service standards.

Skills

Front Office systems

Guest service excellence

Communication in English

Training & supervision

Problem resolution

Math skills

Organization

Education

High school diploma (preferred)

Front Office experience (1 year preferred)

Job description

Salary Range: $27.00 To $28.00 Annually

Harvest Inn is an idyllic resort designed to celebrate the vineyard way of life, with 81 luxurious accommodations nestled into four uniquely crafted neighborhoods, two secluded swimming pools, and a plush spa with indoor and outdoor facilities. Surrounded by lush landscaping of expansive clipped lawns, Harvest Inn has serene shaded groves, partially forested by towering redwoods. Harvest Inn is home to gardens of agricultural botanicals that produce many of the ingredients on the menus of our on-property restaurant, Harvest Table.

We are seeking a Front Desk Supervisor to join our outstanding team.

Our Front Desk Supervisors assist in the effective management and direction of the Front Office by providing quality service to the guest and excellent leadership to the associates. They monitor and maximize room revenue to ensure a profitable operation, and they ensure our high service standards are met, so that the arrival and departure experiences for our guests are flawless.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Communicates all information regarding property promotions to the necessary departments and to the Front Office staff.
• Assists in training and supervising the Front Office staff.
• Follow all safety, hygiene and cleanliness protocols at all times as required.
• Provides feedback to the Front Office Manager for performance evaluations and coaches associates when necessary.
• Reviews the group resumes, event schedules and daily reports and communicates all necessary information to the Front Office and communicates any special requests to the staff to ensure a smooth operation.
• Fields Guest complaints, conducting through research to develop the most effective solutions.
• Listens and extends assistance in order to resolve problems such as rate conflict or facilities issues.
• Inputs and retrieves information from the computer system for file maintenance, correspondences and preparation of all Front Office reports.
• Participates and assists in the Front Office staff meetings for the purpose of keeping the staff informed, providing training and to create a positive work environment.
• Runs necessary reports to monitor accuracy of data entry to avoid reservation duplications.
• Assists in the supervision of the Front office, to include enforcing service standards and in the training and motivation of the staff.
• All other duties as assigned by the supervisor.

Regular attendance in conformance with the standards, which may be established by the Hotel from time to time, is essential to the successful performance of this position. Associates with irregular attendance will be subject to disciplinary action up to and including termination.

Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel.

Upon employment, all associates are required to fully comply with the hotel rules and regulations for the safe and efficient operation of the hotel facilities.

SUPERVISORY RESPONSIBILITIES

Assists in the supervision of employees in the Front Office. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training associates; directing work; addressing complaints and resolving problems.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to use a moderately complex computer system.
• Ability to provide accurate information and respond to questions from managers, clients, customers, and the general public.
• The ability to effectively deal with employees and customers some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.
• Able to create Front Office reports, business correspondences and memos.
• Basic math skills.
• Excellent organizational skills.
• Ability to read, listen and communicate effectively in English.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Meets legal age requirements for the position.

EDUCATION and/or EXPERIENCE

Any combination of education and experience equivalent to a high school diploma or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma is preferred. One-year previous Front Office experience is preferred.

CERTIFICATES, LICENSES, REGISTRATIONS

None Required.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to sit; stand, walk, use hands to finger, handle, or feel; and talk or hear. The associate frequently is required to reach with hands and arms. The associate must occasionally lift and/or move up to 10 pounds and rarely lift and/or move up to 50 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

GROOMING

All employees must maintain a neat, clean and well-groomed appearance (specific standards available.)

PAY SCALE

The pay scale for this position is between $27.00 and $28.00/hour. This is the pay range for this position that the Hotel reasonably expects to pay. Decisions regarding individual wage rates will be based on a number of factors, such as experience, type of hotel experience, and education.

Harvest Inn is an equal employment opportunity employer. Company policy prohibits unlawful discrimination based on race, color, national origin, ancestry, ethnicity, religion (including religious dress and grooming), sex, gender, sexual orientation, gender identity (including gender-related appearance and behavior), partnership status, pregnancy (childbirth, breastfeeding, or related medical condition), age, physical or mental disability, medical condition, military or veteran status, status as a victim of domestic violence, sexual assault, or stalking, genetic information, marital status, ethnicity, alienage, citizenship status or any other protected classification, in accordance with applicable federal, state, and local laws. Consistent with the American’s With Disabilities Act, applicants may request accommodation needed to complete the application process. Please contact the People and Culture Department if you have any questions regarding this policy.