Front Office Supervisor Supervises the day-to-day operation of the Front Office staff, ensuring all staff are following policies and procedures. Provides coaching, counsel, and issues discipline when necessary. Monitors wait-times and adjusts the front office service accordingly. • Supervises and coordinates activities of Front Office staff engaged in providing services for valet/bell, room check-ins/check-outs, and reservation sales. Schedules and coordinates work assignments, breaks, and days off. • Trains staff on job performance, department and hotel standard practices. Ensures that all staff is trained in all departmental procedures, rules, regulations and standards. • Provides coaching, monitoring and disciplining of staff. • Ensure that staff is completing tasks in a safe manner and in compliance with all applicable safety regulations and/or standards. • Performs clerical duties such as credit card reversals, bank deposits, accounts receivable, and room listings. • Monitors inventory to ensure staff has the tools to perform their jobs. • Maintains required records, gathers statistics and prepares report as required. • Provides assistance to other job classification as needed. • Responds to emails, voicemails, radio and/or Spectra Link calls and ensures all requests are accomplished in a timely manner Handles guests' complaints, and logs each occurrence as appropriate • Promotes and maintains the highest level of guest service. • Effectively maintains communications between sales and housekeeping teams. • Ensures staff is aware of marketing promotions, and changes related to the hotel policies and procedures. • Ensures that a clean, safe, hazard-free work environment is maintained. • Adheres to all company and department policies, procedures, and standard operating guidelines. • Performs other duties as assigned. • Provides direct supervision to Guest Service Representatives, Reservation Sales Agents, and Front Service Team Members. • Acts as advisor to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems. • High school diploma or general education degree (GED). • Associate's degree in hotel or hospitality industry preferred. • California Responsible Beverage Service Training required upon hire. • 2 to 4 years related experience and/or training. • Supervisory/leadership experience required. • Excellent verbal, written, and interpersonal communication skills. • Excellent guest service and hospitality skills. • Detail-oriented, organized, self-motivated, and values teamwork. • Knowledge of Microsoft Word and Excel. • Able to learn Property Management System (PMS). • Ability to resolve problems efficiently and effectively. • Ability to work with diverse personalities and environment. • Ability to multi-task and work in a fast-paced, deadline-oriented environment. • Must be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays. The Viejas Band of Kumeyaay Indians is an equal opportunity employer. Consistent with tribal and federal law, the Viejas Band of Kumeyaay Indians applies Native American preference in hiring.
