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Front Desk Supervisor
Merlin Entertainments
Carlsbad, CA, United States
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Description
Position Summary:
Front Desk Supervisor is responsible for assisting the Front office Manager with day to day operations, acting as the first line of guest recovery, answering and responding to internal and external guest needs and deliver outstanding guest service.
Key Objectives:
1. Welcome guests into the resort with a genuine warm welcome.
2. Ability to deliver a dynamic customer service experience by assisting guests with check-in/checkout process and inquiries.
3. Works effectively in a team environment.
Responsibilities:
1. Operations
The Front Desk Supervisor will be responsible and held accountable to all responsibilities of a front desk agent which include but not limited to:
-Check guest in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established
-Maintain and improve the quality of the guests experience
-Process all payments according to established hotel requirements
-Provide information and assistance to all guests and visitors
-Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information
-Provides prompt, courteous and efficient handling of all incoming calls and assistance for outgoing calls that transpire through PBX
-Play an integral part in assisting with emergencies, (fire, medical, power/system failure) by contacting the designated personnel for immediate assistance and following designated roles of printing necessary reports
-Assist guest services, safety services, housekeeping, and engineering team with accommodating guest and request
-Creates a work environment that promotes teamwork, recognition, mutual respect and employee satisfaction
-Maintain confidentiality of all guests
-Provides ideas and suggestions for new products, services, technology and processes to ensure the company competitive position and in anticipation of changing customer needs within the dynamic hospitality and gaming environment
-Must be able to multitask and prioritize departmental functions to meet deadlines
-Maintain and organize Site Inspections by keeping detailed records of when site inspections are to occur, selecting rooms and communicating to necessary department heads
-Maintains and controls safe while on duty, keeping detailed records of all transactions
-Provides new hires with adequate training and ongoing training for all other front desk employees
-Provide lateral support to retail team by assisting with manager overrides, discounts and returns
-Works diligently at continuously working with Front Office Manager on operation improvements
-Completes audits on Front office Checklist and ensures they are being completed on a daily/shift basis
-Performs other job related duties as assigned
2. Marketing
The Front Desk Supervisor will support the Front Desk Manager in monitoring industry standards with regards to Hotel policies regarding direct guest feedback and compensation. Additionally, this role will also support in ensuring LEGOLAND California Hotel presents both the LEGO and Merlin brands in the most positive light possible in both direct and indirect guest communication. The job holder will be the face of LEGOLAND to our guests. As such, outstanding written and verbal communication skills are essential.
The job holder will be expected to make an active effort to put LEGOLAND California Hotel as well as the Company in a position to win prestigious customer service awards that can be communicated to the world. This will help to build the reputation of service excellence for both the Hotel and Merlin Entertainments.
3. Financial
The Front Desk Supervisor is responsible for ensuring the Compensation Policy of the Hotel is followed, and any compensation offered to a Guest is fair for both the guest and the Company. The job holder will be expected to make suggestions and recommendations on how the Hotel and Company can better use resources for best effect with regards to guest compensation.
4. Development
To attend Company training programmes to develop capabilities such as People Management skills, Recruitment skills, Financial and Disciplinary training to name a few. Use the Personal Development Plan program in conjunction with their Manager to identify areas of growth potential.
The Front Desk Supervisor is expected to provide constant leadership, counselling, advice and feedback to the Front Desk manager and Front Office Manager. They must provide an environment of openness and trust, with constant feedback and performance coaching. The job holder will be expected to develop a strong customer service mentality within the Hotel.
5. People
As a Supervisor, this role will be expected to comply with all policies and procedures at all times.
The Front Desk Supervisor role is instrumental in ensuring the Hotel provides consistently excellent guest service. The individual filling this role has to be passionate and have the ability to inspire others within the Company.
Build and develop a team who work together, support, communicate and encourage one another creating a fun environment where the LEGO values are met. Through coaching & development establish a team that are confident and competent in their role. They will work alongside the Front Desk Manager to identify training needs, then develop and implement formal training throughout the season.
The job holder is expected to develop and nurture positive relationships with all Departments.