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Front Office Supervisor

posted February 9, 2017

Éilan Hotel & Spa
San Antonio, TX
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Éilan Hotel & Spa offers exceptional personalized service to guests who appreciate fine accommodations and memorable cuisine in a fun, friendly atmosphere delivered by attentive and caring associates.
456268 l

About This Job

Prior Marriott and Opera experience a Plus.

POSITION FOCUS

Supervises front office staff ensuring an efficient operation producing excellent results for our customers. Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.

SERVICE CULTURE FOCUS

You should champion this culture in every touch point of our business from our associates, guests, owners and communities. The service and courtesy you extend and promote on a daily basis will ensure a healthy and productive culture of serving others with excellence.

ESSENTIAL RESPONSIBILITIES

  • Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
  • Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
  • Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
  • Completes established check-in procedures for arriving guests and facilitates guest departure in order to close the guest account and make the room available for the next guest.
  • Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
  • Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
  • Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
  • Operates the PBX equipment, including, assisting outgoing calls, scheduling and setting wake-up calls and paging guests.
  • Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
  • Maintains a friendly, cheerful and courteous demeanor at all times.
  • Performs other duties as assigned, requested or deemed necessary by management.

    OTHER RESPONSIBILITIES

  • Processes all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests in order to ensure the information is received by the guests in the most timely and accurate method possible.
  • Contributes and maintains established information and communication sources such as department and front desk log books in order to enhance department communications and operations. Is well groomed and in uniform with name tag at all times.
  • Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD
  • Participate in hotel committees and task force assignments.
  • Assist all departments in servicing the guests during high volume periods.
  • Takes responsibility in the absence of the FOM.
  • Scheduled days and times may vary based on need.

    SUPERVISORY DUTIES  - ­5 + Associates

    JOB QUALIFICATIONS

    Competencies

    Strategic Skills

    Proficient in position required job skills and knowledge. Intelligent in grasping and integrating new information. Is an active learner with a strong sense of curiosity. Has natural instincts and insight for finding the best solution to unclear situations, issues and problems. Considers multiples resources and methods for analyzing problems. Makes great decisions.

    Operating Skills

    Is effective in prioritizing work; consistently manages time and processes to create maximum efficiency with minimum disruption or redundancy. Is time sensitive, understands how work and processes fit in with other departmental or business priorities and objectives. Is able to adjust work to accommodate expected and unexpected changes. Is able to gauge progress with respect to overall impact and results.

    Courage

    Can think and act independently with confidence. Has personal fortitude and integrity when faced with challenges.

    Energy & Drive

    Energetic and takes initiative. Is pro-active and persistent in pursuing and completing tasks. Strives to exceed expectations and goals.

    Personal & Interpersonal Skills

    Welcoming and warm personality. Able to engage easily and actively connect with others. Is genuinely caring and compassionate; visibly demonstrates desire to understand others. Creates confidence and trust with others, is socially aware of self and others and is known for communicating the right message at the right time. Utilizes a variety of approaches and communication techniques tailored to each situation. Is comfortable in conversing with individuals from a variety of backgrounds and at all organizational levels. Is direct yet tactful and considerate of audience. Positively accepts and provides feedback.

    Knowledge/Skills

    Requires understanding of all hotel front office procedures.

    Requires high school graduate level mathematical aptitude and knowledge of standard cash handling procedures and computerized cash register systems. Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.

    Requires knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines. Requires supervision/management skills. Ability to communicate information and hotel services to management and guests. Second language may be required.

    Excellent hearing required to communicate in person and on telephone frequently.

    Excellent vision necessary for reading written communiqués, analyzing reports and seeing monochrome computer screen. Excellent speech communication skills required for continual interaction with guests. Frequent use of phone. Excellent literacy necessary to analyze report data, prepare reports and initiate correspondence. Must have hand and finger dexterity to operate computer, calculator and telephone keyboards, for cash handling and

    paperwork processing.

    Abilities

    Continuous standing 90% of time -communicating with guests.

    No climbing required. No driving required. Lifting up to 50 lbs. guest luggage; limited. Pushing up to 50 lbs. bell cart; limited. Pulling up to 50 lbs. bell cart; limited. Carrying up to 25 lbs. guest luggage; limited. Continuous standing -80% of shift.

    Education/Formal Training

    High school education or equivalent experience.

    Experience

    1 or more full years employment experience in a related position with this company or other organization(s).

    Material/Equipment Used

    Standard office equipment including but not limited to: telephone, copy machine, cash register, calculator, PC, fax machine, and PBX machine.

    Environment

    Prolonged standing at indoor, thermostatically climate-controlled work station under florescent lighting. Work inside 95%

Compensation: $14 - 16 per hour

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About This Employer

Éilan Hotel & Spa

18603 La Cantera Terrace

San Antonio, TX 78256

Telephone (210) 598-2900

165 Room Hotel

www.marriott.com

  • Éilan Hotel & Spa, San Antonio’s first Marriott Autograph Collection property offers the style of an intimate boutique hotel combined with the splendor of a world-class luxury, also featuring Sustenio by Texas Celebrity Chef Stephan Pyles and the Spa at Éilan.
  • Éilan Hotel & Spa is now operated by Ambridge Hospitality, who have an ever growing portfolio of over 450 hotels through-out the US and Caribbean. Ambridge fosters an entrepreneurial spirit and a desire for excellence.
  • We're looking for extraordinary people to join our family and help us deliver the unexpected. Friendly, Empathetic, Caring, Energetic, Driven.
  • Éilan Hotel & Spa delivers outstanding experiences to our guests; we need remarkable individuals who are passionate and committed to making a difference. If this sounds like you, then explore the career positions with Ambridge Hospitality that await you.
  • We offer multiple Medical & Dental plan options and Vision care, vacation and flexible PTO benefits for full-time employees.  All employees are eligible to participate in 401k with a company match, after 90 days, plus significant discounts at other Marriott and Aimbridge Hospitality hotels.

Our San Antonio Hotel

Nestled in La Cantera with picturesque views of the Texas Hill Country, Éilan Hotel & Spa is San Antonio’s finest luxury hotel. With the intimate feel of a boutique hotel, and the grandeur of Autograph Collection by Marriott, Éilan is ideal for both business and pleasure. The 20,000 sq. ft. of elegant space accommodates small meetings to large receptions. Sustenio, the onsite restaurant is focused on serving local and sustainable resources. Experience the fresh Ceviche bar, or sample it all with the 6 course-tasting menu. Relax and rejuvenate in the spa offering lavish treatments including Swedish massage, facials, and manicure-pedicures. Our state of the art fitness center will help you stay fit while away from home. Perfect your swing in the golf simulation room and be sure to lounge by our Texas’ number 1 rated pool. End your evening in a luxurious guest room complete with floor to ceiling windows and marble bathroom vanities. Come stay with us and experience the luxury and beauty of San Antonio.