Front Office Supervisor, The Stanford Park Hotel

Stanford Park Hotel; Menlo Park (CA); On-site; USD 32,000 - 46,000; Full time

Job summary

Stanford Park Hotel in Menlo Park, CA seeks a Front Office Supervisor to lead the Front Office team, drive guest satisfaction, and maximize room revenue. You will oversee daily operations, train staff, handle guest inquiries, and ensure service standards are met for a flawless arrival and departure experience.

The role requires strong leadership, familiarity with hotel front desk procedures, and the ability to manage multiple tasks while maintaining a high level of guest service.

Qualifications

• Ability to use a moderately complex computer system.
• Ability to provide accurate information to managers, clients, and guests.
• Ability to work well with employees and customers with tact and diplomacy.
• Ability to create Front Office reports and memos.
• Basic math skills are required.
• Excellent organizational skills.
• Ability to read, listen, and communicate effectively in English.
• Ability to interpret written, oral, diagram, or schedule instructions.
• Meets legal age requirements.

Responsibilities

• Communicate property promotions to departments and Front Office staff.
• Assist in training and supervising the Front Office staff.
• Follow safety, hygiene and cleanliness protocols at all times.
• Provide feedback to Front Office Manager for evaluations and coaching.
• Review group resumes, event schedules and daily reports; relay info to Front Office.
• Handle guest complaints and research solutions.
• Resolve rate or facilities issues with guests.
• Input and retrieve information for Front Office reports.
• Attend Front Office staff meetings to train and maintain a positive environment.
• Run reports to monitor data entry accuracy and avoid reservation duplications.
• Assist in supervising Front Office staff and enforce service standards.
• Perform other duties as assigned by supervisor.

Skills

Moderately complex computer systems

Information accuracy

People management

Front Office reports

Basic math

Organizational skills

English communication

Instruction interpretation

Legal age compliance

Education

High school diploma preferred

Job description

Front Office Supervisor, The Stanford Park Hotel

Rooms Regular Full Time Stanford Park Hotel LLC, Menlo Park, CA, US

3 days ago Requisition ID: 1937

Salary Range: $28.56 To $28.56 Annually

The Stanford Park Hotel has earned the #1 traveler reviewed position on TripAdvisor since 2008. We offer retreat-like amenities and our friendly and knowledgeable team will ensure our guests have a memorable stay.

We are seeking a Front Office Supervisor to join our award-winning team.

Our Front Office 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 rate for this position is $28.56 per hour. This is the pay rate for this position that the Hotel reasonably expects to pay.

The Stanford Park Hotel 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.