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Front Desk Supervisor DoubleTree Santa Ana / O.C. Airport

Company: Pacific Hospitality Group
Location: Santa Ana
Posted on: January 15, 2022

Job Description:

Position Summary:Responsible for assisting the Front Office Manager with the planning, organization, development and direction of the Front Desk and Bell staff to operate at the highest service standards as they relate to efficiency, professionalism, accuracy, and customer service. Builds and manages teams effectively.Primary Responsibilities/Essential Functions:Provides guidance and leadership to Guest Services Agents and Bell Personswhenever necessary. Provides feedback about performance and may beinvolved in the evaluation process. Provides feedback to management on work relatedissues including those that might lead to disciplinary action. Makesassignments and distributes workload; manages day-to-day workflow. Providessubject-matter expertise to co-workers. May be assigned time-keeping authority.Provides training and coaches staff.Ensure Guest Services Agents consistently review expected arrivals in advance,check guests in/out of hotel according to procedures, ensure accurate guestbilling, and make reservations outside of hours.Ensures Guest Services Agents are adhering to all established accounting &cashiering practices including processing package adjustments, transfers, write-offsand disputes. Runs all necessary reports and balances paperwork.Receives and records vouchers, credit cards, personal checks, business checks,cash, and other forms of payment. Converts foreign currency at current postedrates.Effectively deals with internal and external customers, some of whom mayrequire a high level of patience, tact and diplomacy to defuse anger. Collectsaccurate information and resolves conflicts. Keeps immediate manager promptlyand fully informed of any problems, potential safety issues, or unusual situationsso prompt corrective action may be taken. Communicates with other departmentsto fulfill guest needs.May provide concierge assistance by providing information about services guestsmay require, such as dining, recreation, entertainment, shopping, business,travel, and hotel amenities. May assist with related reservations.Resolves guest complaints within scope of authority; otherwise refers the matterto management. Notifies supervisor and/or Security of all unusual events,circumstances, missing items, or alleged theft.Notifies management of any problems resulting from guest complaints,intoxication or disruptive behaviorFollows all safety policies and procedures. Reports potential safety issues tomanager whenever observed and takes immediate action to resolve inemergency situations. OSHA laws require the use of Personal ProtectiveEquipment (PPE) when performing work duties that have the potential of risk toyour health or safety. Team members will be trained in the proper use and careof assigned PPE if applicable. The hotel provides the required PPE. Teammember has responsibility to report defective, damaged or lost PPE orequipment that does not fit properly to their Manager. Maintains strictcompliance with hotel's Hazardous Material (HAZMAT) program and familiarizesself with current MSDS.Reporting to work as scheduled (on time and on regular basis) is an essentialfunction of the job.Other Responsibilities/Supportive Functions:Maintain the integrity of the room inventory and optimize room revenue whenblocking or rooming guests.Performs essential functions of Guest Services Agent as needed.Notifies management of unsafe conditions, needed maintenance of anyequipment and any accidents.Qualifications (relevant experience, education and training):High school diploma or general education degree (GED); or equivalentcombination of education and experience.Two or more years related experience and/or training.Requires ability to lead others in the department by mentoring and providingtraining that results in staff that meets/exceeds guest expectations and providesa high level of guest satisfaction.Must have excellent customer service/communication skills to work with guestsof various social, cultural, economic and educational backgrounds for thepurpose of resolving problems/complaints and providing a high level of guestsatisfaction.Able to use mathematics to solve problems.Requires ability to use computers programmed with accounting software torecord, store and analyze information.Uses logic and reasoning to identify the strengths and weaknesses of alternativesolutions, conclusions or approaches to problems. Requires attention to detail.Must be able to solve problems and remain calm and alert if dealing with difficultguest, during busy activity periods or in an emergency situation.Must be able to speak, read, write and understand English to understandinstructions, safety rules, and communicate with guests.Able to work independently with minimal guidance and as part of a team.The Doubletree by Hilton Santa Ana Orange County Airport is an equal opportunity employer M/F/V/D.Job DetailsReference # 42485 Posted on 03 Oct 2021 Location(s) DoubleTree by Hilton Santa Ana Airport - Santa Ana, CA Department Operations Career level Experienced (non-management) Hours/Status Full-time More details (document)

Keywords: Pacific Hospitality Group, Santa Ana , Front Desk Supervisor DoubleTree Santa Ana / O.C. Airport, Other , Santa Ana, California

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