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Front Office Supervisor

posted November 22, 2018

The Axiom Hotel
San Francisco, CA
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603021 l

About This Job

Administration

  • To be responsible for the smooth function of the front desk and the guest arrival experience
  • To make sure that all documents related to the operation of the department are being kept up to date and that all records are correctly maintained and filed.
  •  To assist in maintaining the departmental operations manual
  • To assist with departmental communication in the form of meetings, one on one communication, and written communication as necessary
  • Recognizing members of the hotel who exceed the expectations of guests and who excel.  Recommending advancement and mentoring those team members who excel

 

Customer Service

  • Greets and registers guests, and assigns rooms.
  • Processes all check-outs and check-ins.
  • Assists the guests with pertinent information concerning the hotel's accommodations and features, and resolves complaints.
  • To ensure that all associates deliver Kokua Hospitality’s core values and provide exceptional guest service at all times.
  • To ensure that associates also provide excellent service to internal customers in other departments as appropriate.
  • To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved to complete satisfaction.
  • To ensure that providing excellent customer service is a priority and that guest care is consistent with the goals of an upscale hotel.  Goals will be set on a regular basis to ensure consistency throughout the Front Office Team.
  • To be familiar with walking directions, public transportation systems, and area attractions to be an advocate of San Francisco and offer knowledge and assistance to guests.
  • To prepare for any group arrivals ensuring all appropriate departments understand what is expected and all group requests have been met


Financial

  • Verifies that all checks are properly endorsed and stamped.
  • Balances all department accounts before the end of the shift and follows procedures for all computer postings.
  • Keeps keys and cash under constant security.
  • Accept packages for guests and for the administrative offices.  Enforce a package tracking and delivery procedure policy and audit regularly.
  • Monitors guest accounts and notifies supervisor of any extreme charges to any guest account, or any suspicious action by a guest.
  • To assume full responsibility for the shifts assigned.
  • To work closely with the Director of Operations and the Controller, relevant to the operational requirements of the property.
  • To proactively manage labor costs based on key performance indicators while still delivering Axiom standards to the guest.
  • To maximize associate productivity through the use of multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
  • To ensure that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.
  • Ensure that Maximum Occupancy/Revenue is reached on a daily basis by ensuring appropriate rate surveys are done daily and adjustments are made as appropriate to the rate of the day to ensure competitiveness.
  • When rooms are available and area hotels are sold out, actively solicit area hotels for business or walks at the appropriate rate approved by the Director of Operations or Revenue Manager.

 

Operational

  • Maintains the neatness of the Front Desk work area.
  • Maintains safety deposit boxes.
  • Runs a detailed shift audit at the close of each shift.
  • Supervises the front office personnel.
  • Assists in training new employees in the Front Office Department.
  • Keeps a constant check of arrival and departure reservation status.
  • Follows up with the Housekeeping department on late check outs.
  • Monitors the room status in Opera using the Discrepancy Report.  Work directly with housekeeping to immediately investigating and correcting any discrepancies.
  • Runs daily system reports, i.e. arrivals, departures, occupancy, house count, etc. and distributes them according to established guidelines.
  • To closely supervise all front desk personnel in the performance of their duties, and delegate duties and responsibilities, as required.
  • To oversee the punctuality and appearance of all front desk associates.
  • To coordinate and supervise special projects/tasks as assigned.
  • To organize VIP arrival notes and special requests and communicate this information to the leadership team and the front office team daily
  • To establish a well-organized check-in area, front desk resource areas, and front desk supervisor’s office.
  • To organize special luggage handling and special group requests for check in and check out in accordance with the business contracts that exist.
  • Represent Axiom and/or Kokua Hospitality at pre-conference meetings, post conference meetings, and other informational seminars and conferences as assigned.
  • To closely monitor inventory of front desk supplies and maintain stock of all necessary items to function.
  • To demonstrate and train front desk agents about waste management and recycling programs and the safe handling of confidential information.
  • To implement comprehensive safety initiatives and all hotel standards.
  • To ensure that OSHA and ADA policies are upheld and enforced.
  • To train all front desk associates on emergency procedures.
  • To observe the condition of all operating equipment and notify the Director of Operations of any deficiencies.
  • To assist in training front desk staff on the Emergency Response Plan to ensure all team members know what to do in the event of an emergency both internally and how to care for guests during an Emergency.
  • To advise the Director of Operations of potential improvements that could be made to the operation.
  • To conduct and organize initial front desk training and any ongoing training for department associates.
  • To establish, control and monitor closely all green initiatives including the proper disposal of waste.  It is essential the hotel recycle everything possible to embrace the Green Initiatives of our city, state and our guests.
  • To maximize the energy efficiency of all equipment, notifying the Director of Operations of energy-inefficient equipment that should be replaced.
  • To work closely with the valet and bellman to ensure that the guest experience provided is consistent with the quality expectations inherent in an upscale hotel.
  • To be fully responsible for the implementation of all company life safety procedures.
  • To work closely with the leadership of the hotel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests and team members.
  • To work in a supportive and flexible manner with other departments, in the spirit of “Teamwork”.

 

Personnel

  • To assist in the recruitment and selection of all front desk agents.
  • To oversee the punctuality and appearance of all front desk agents, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
  • To maximize the effectiveness of front desk agents by developing their skills and abilities through the appropriate training, coaching, and/or mentoring.
  • To advise and assist with feedback on annual performance development discussions with front desk agents.
  • To encourage associates to be creative and innovative and challenging them when appropriate.
  • To assist in recognizing associates for their contribution to the success of the operation.
  • To support the implementation of “The Platinum Rule- providing the service that guests expect”, demonstrating and reinforcing Axiom Values and Kokua’s Culture.
  • To ensure that all associates have a complete understanding of and adhere to associate rules and regulations.
  • To ensure that associates follow all hotel, company and local rules, policies and regulations relating to fire safety, hazard safety, and security.
  • To receive feedback from associates and to ensure appropriate proposed changes are brought to the management teams attention.

 

Other Duties

  • To maintain a professional demeanor and appearance, representing Axiom Hotel and Kokua Hospitality in a professional way, especially to competitor hotels and community organizations.
  • To respond to changes in the front desk function as dictated by the industry, company and hotel.
  • To read the hotel's associate handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.
  • To attend training sessions and meetings when required.
  • To carry out any other reasonable duties and responsibilities as assigned.


Kokua Hospitality is an equal opportunity employer committed to hiring a diverse workforce and fostering an inclusive culture. Kokua Hospitality does not discriminate on any basis protected under federal, state or local laws.


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About This Employer

The Axiom Hotel

28 Cyril Magnin Street
San Francisco, CA 94102

(415) 392-9466

152 Room Hotel

www.axiomhotel.com

CONNECT WITH SAN FRANCISCO

THE AXIOM HOTEL® IS WHERE HISTORY MEETS THE DIGITAL REVOLUTION. LOCATED AT THE FOOT OF THE POWELL CABLE CAR TURNAROUND IN SAN FRANCISCO’S UNION SQUARE—THE EPICENTER OF THE CITY’S GROWING TECH COMMUNITY, YOU’LL DISCOVER THE PULSE OF THE DIGITAL AGE IN SAN FRANCISCO. 

Where history meets the digital age – is located on Powell Street at the nexus of San Francisco’s historic Union Square and innovative SoMa district. Our boutique hotel accommodations welcome those who desire a digital lifestyle delivered through seamless technology and elevated guest service. We are located in a century-old San Francisco building infusing classic architecture with electric modern design.  You arrive and depart with the knowledge that you have truly experienced the “Center of Next.”

Our spacious accommodations are comfortable, functional, and modern – designed for the upward movers and forward thinkers. Rooms feature contemporary furnishings inspired by global modern design houses, minimalist lighting that creates a soft ambiance, and state-of-the-art amenities such as large smart TVs, smart phone docking stations, and lightning fast fiber optic Internet access.