Front Office Supervisor at Hyatt Place

Prospera Management Inc.; Anaheim (CA); On-site; USD 30,000 - 32,000; Full time

Job summary

Hyatt Place Anaheim is seeking a Front Desk Supervisor to lead front desk staff, ensure smooth guest check-ins/check-outs, and manage reservations with a focus on exceptional service.

The role requires strong communication, organizational skills, and a proactive problem-solving approach to maintain high guest satisfaction and operational standards at the Anaheim property.

Qualifications

• High School Diploma or equivalent required.
• At least 1 year hospitality experience, preferably in guest services.
• Strong focus on guest satisfaction and professional demeanor.
• Customer-centric attitude with presentation skills.

Responsibilities

• Welcome guests, check them in, and address needs promptly.
• Manage reservations, including bookings, modifications, and cancellations.
• Resolve guest concerns promptly to uphold service standards.
• Maintain knowledge of hotel amenities and local attractions.
• Coordinate with housekeeping and maintenance to address room issues.
• Process payments following hotel financial protocols.
• Support team goals and assist with additional tasks as needed.

Skills

Guest interaction

Communication skills

Customer service

Professional presentation

Education

High School Diploma or equivalent

Job description

Job Details Job Location: Hyatt Place Anaheim - Anaheim, CA 92802 Salary Range: $22.00 - $23.00 Hourly Job Shift: Any At Hyatt Place, we believe our guests choose us because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences.

This position reports to the Assistant General Manager.

Position Summary:

The Front Desk Supervisor at Hyatt Place holds a vital position within our hospitality team, ensuring that our guests receive an exceptional level of service from the moment they enter our doors. Central to our hotel's day-to-day operations, this role offers a dynamic combination of leadership and guest interaction responsibilities. In partnership with the Assistant General Manager, the Front Desk Supervisor oversees the front desk staff, ensuring that guest check-ins and check-outs are conducted smoothly, room reservations are efficiently managed, and all guest inquiries are addressed promptly and satisfactorily. Additionally, this position is key in maintaining the operational and service standards of the front desk, including the management of room assignments and the facilitation of guest requests. The role demands strong organizational skills, an ability to lead and motivate a team, and a proactive approach to problem-solving to ensure a high-quality guest experience. The Front Desk Supervisor must exhibit excellent communication skills, a friendly and professional manner, and a dedication to resolving any issues that guests may face with empathy and efficiency.

Essential Duties and Responsibilities (Other duties may be assigned):

• Greet guests warmly upon their arrival, efficiently check them in, and provide immediate assistance with any questions or needs they may have, ensuring their experience is enhanced from the moment they step into Hyatt Place.
• Handle reservation tasks with precision, including booking, modifications, and cancellations, emphasizing meticulous attention to detail to guarantee a smooth and effortless process for our guests.
• Quickly and empathetically address and resolve any guest concerns, maintaining Hyatt's reputation for service excellence by finding solutions that meet our high standards.
• Maintain up-to-date knowledge of the hotel's amenities, services, and the local area's attractions to provide guests with valuable recommendations and information, enhancing their stay.
• Ensure the cleanliness and appeal of the lobby, front desk area, and other public spaces, creating a welcoming environment for everyone.
• Collaborate closely with the housekeeping and maintenance departments to promptly address any room or facility issues, ensuring guest comfort and satisfaction.
• Conduct all payment transactions with integrity, strictly following the hotels financial protocols to ensure honesty and trustworthiness in all financial interactions.
• Support the achievement of team goals by willingly taking on relevant tasks as needed, promoting a culture of teamwork and cooperation

Other Essential Job Duties: (Continued)

• Attends hotel and department meetings and other functions required by management
• Communicates all pertinent information to all department heads
• Must be available to work weekends and holidays
• Arrives to work on time, ready to clock in, in a clean/pressed uniform and non-slip shoes
• Must maintain high standards of personal appearance and grooming
• Wears name tag at all times when at work
• Must be attentive, courteous and efficient at all times when dealing with the guests and co-workers
• Comply at all times with compliance standards and regulations to encourage safe and efficient hotel operations
• Establish and maintain good communications and teamwork with all employees and other departments within the hotel in such a manner that promotes harmony throughout the workplace
• Be familiar with all policies and hotel rules, and hotel terminology
• Must be capable of self-supervision and have the ability to manage time accordingly in order to complete the required work

QualificationsQualifications Requirements:

• Proven ability to interact positively with guests from diverse socioeconomic, cultural, disability, and ethnic backgrounds.
• Requires a High School Diploma or equivalent education.
• At least one year of progressive experience in hospitality, particularly in guest services, with a preference for those familiar with the Hilton brand.
• Must have a strong focus on guest satisfaction, coupled with excellent professional demeanor and presentation skills.
• Possess a customer-centric attitude with refined professional presentation skills.
• Key strengths should encompass high energy levels, a proactive attitude, strong communication abilities, a track record of providing outstanding customer service, and a talent for improving operational effectiveness

Physical Demands:

The Front Desk Supervisor role is characterized by a series of physical requirements essential for the proficient execution of duties, all aimed at upholding the hotel’s promise of outstanding guest experiences. These physical demands are a testament to the capability of an individual to carry out tasks that are pivotal in maintaining the hotel’s operational excellence and guest satisfaction. Accommodations can be made to enable those with disabilities to meet these vital functions effectively.

Physical Demands Continued:

• Continuous standing
• Frequent walking
• Limited sitting
• Normal neck motion
• Maximum carrying weight up to 10-50 pounds (e.g., guest luggage)
• Carrying distance up to 20 feet
• Moderate reaching
• Intermittent overhead lifting
• Frequent waist to chest level lifting
• Intermittent floor level lifting
• Occasional climbing on stool
• No crawling
• Seldom balancing
• Seldom crouching
• Intermittent kneeling
• Intermittent pushing and pulling maximum weight up to 150 pounds (e.g., luggage cart)
• Frequent bending
• Frequent twisting
• Continuous and repetitive use of hands (e.g., typing, handling documents)
• Continuous use of feet
• Must be capable of climbing and descending stairs during the shift

Work Environment:

The setting in the work environment is indoors and the noise level is usually moderate. Hotel Standards must be demonstrated at all times while on duty.

This job description is not an exhaustive list of all job functions that are required of an employee in this position. Therefore, other duties may be asked of an employee in this position from time to time.