Guest Services Supervisor: Front Desk Leadership

HEI Hotels & Resorts; San Diego (CA); Sur place; USD 41 000 - 42 000; Plein temps

Avantages offerts par ce poste

Free lunch

Discounted parking

Welcoming environment

Résumé du poste

HEI Hotels & Resorts in San Diego is seeking a Front Desk Agent to greet guests, check in/out, and ensure smooth arrivals while delivering warm, professional service.

You will use a computer system to input guest details, balance cash, answer phones, and resolve guest questions and complaints to uphold our standards of hospitality. This role requires at least one year of customer service experience in hospitality, a friendly demeanor, and the ability to work shifts including evenings.

Qualifications

• One year experience in customer service in hospitality or similar industry.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations with or without reasonable accommodation.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
• Ability to establish and maintain effective working relationships with associates, customers and patrons.
• Effective verbal and written communication skills.
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Responsabilités

• Greet guests immediately with a friendly and sincere welcome; provide accurate information such as outlet hours and local attractions.
• Promptly complete the registration process by inputting and retrieving information from a computer system and balancing cash.
• Promote HEI Hotels and Resorts and brand marketing programs; select rooms based on guest needs; issue keys and welcome folders.
• Verify and imprint credit cards for authorization; handle cash and post charges to guest rooms and house accounts.
• Answer the telephone promptly; input messages and retrieve mail, packages and faxes for guests.
• Remain calm during busy periods; resolve guest issues by researching the situation and offering effective solutions.
• Assist Front Desk Agents, cover breaks, balance the House and manage inventory with Rooms Controller.
• Follow up on guest complaints and ensure high standards of guest service throughout shifts.

Connaissances

Customer service

Communication

Mathematics

Computer literacy

Front desk

Conflict resolution

Description du poste

HEI Hotels & Resorts in San Diego is seeking a Front Desk Agent to greet guests, check in/out, and ensure smooth arrivals while delivering warm, professional service.

You will use a computer system to input guest details, balance cash, answer phones, and resolve guest questions and complaints to uphold our standards of hospitality. This role requires at least one year of customer service experience in hospitality, a friendly demeanor, and the ability to work shifts including evenings.