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Front Desk Supervisor

Posted June 11, 2020

The Anaheim Hotel
Anaheim, CA
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About This Job

Overview

  • Front Desk Supervisor is responsible for checking guest in and out, and for properly accommodating guests from start to finish. Utilizing opportunities to enhance the guest stay to promote a positive experience and recover if needed.  
  • To have adequate communication with the front desk, bell, concierge, reservations and the PBX operator via phone and or radio, to ensure guests are assisted and satisfied with all their needs.
  •  Assist staff with back office administrations, this includes: Sales, Marketing. Revenue; with tasks or assistance with new or in-house guests concerns.
  • To oversee the day to day operations of the Hotel Front Desk & Office, and act as Manager on Duty in the absence of the FOM and GSM.

Work Requirements

  • Must be able to resolve guest challenges efficiently and effectively with a great attitude. Utilizing all options to ensure a guest values their resolution
  • Arrive on time for shifts to ensure front desk is supported, especially in the absence of FOM or GSM
  • Willing to work on weekends and possibly increase the hours during summer season and even a 6th day depending on hotel operation needs
  •  Great Communication skills, team player and ability to multitask
  • Attend all required meetings
  • Must have professional demeanor and appearance at all times. Full suits required
  • Ensure smooth and efficient operation of the hotel during the shift as well as checking people in and out
  • Sign Keys In & Out for all employees and personal Cash Drawer every shift
  • Knowledge of software system to troubleshoot
  • Training of all new hires in OPERA and approved company S.O.P.’s
  • Review the Guest request log periodically during each shift and resolve any guest complaints
  • Monitor guest messaging and in-house surveys to ensure all guest requests/complaints are followed up on immediately
  • Check personal inbox and or emails
  • Walk property to ensure lobby music is on and the property is in order (Signage, Podiums, Staffing, etc.)
  • Make sure adequate office supplies are available at the front desk, notify immediate manager when inventory is low
  • Block rooms for special requests and VIP guests
  • Block rooms for arriving groups and ensure inventory is balanced leading up to group arrival
  • Inspect VIP Rooms for quality
  • Audit Disneyland tickets and City Passes daily
  • Audit Walt Disney Travel packets and reconcile prior arrival dates
  • Ensure the Front Desk Agents are Completing the high balance report
  • Ensure Agent & Supervisor shift checklists are being completed accurately/daily
  • Ensure Front Desk Agents Complete Bucket Checks which include verifying Rate, Departure Date, Initials, Signatures, Vouchers, Parking, & Credit Card Authorizations
  • Update the queue and search for available rooms, communicate with housekeeping to ensure arrivals are checked in on time
  • Provide accurate and detailed pass on information between shifts to the front desk, supervisors, & managers
  • Read through Group Reservations and prepare all arrivals according to group contract & resume
  • Ensure all Front desk agents have all the departures taken care of and cleared out of the system by 12pm

  • Ensure all Front desk agents have all the queued reservation have key packets and registration cards

  •  Ensure all Front desk agents have the queue updated as rooms become available, contacting each guest (Call/Text)

  • Strong communication with on-coming shifts and all departments on property

  • Read & understand hotel memo and group reservations binders periodically so all departments are on the same page

  •  Ensure rooms are pre-blocked in accordance to the special request report

  • Ensure all Front desk agents post all Disney tickets, parking, & miscellaneous postings to guest folios

  • Responsible for issued bank. Open & Close Cash Drawer, count drawer, print out end of shift reports, & drop cash. Reconcile, audit, and report and variances  

  • Responds to and resolve any guest issues or emergency situations for optimal guest satisfaction within the constraints of the hotels budget

  • Respond to guest comments which include Comment Cards, Trip Advisor, Yelp! & GSS Surveys  

  • Lead staff in Employee Handbook Standards of Conduct

  • Lead by example and provide ongoing customer service training

  • Maintain an organized and neat lobby as well as take property walks periodically. Report any deficiencies to Engineering Staff for resolution

  •  Participate and plan front desk meetings

  • Assist Operations Management as needed including clerical and administrative duties.

  • Coach and counsel front desk associates to maintain high level of work and service standards

  •  Primary workstation shall be located at the front desk to maintain a strong presence for guests and staff

  • Ensure all Agents, Concierge, PBX and Bell Attendants go to lunch on time and stagger their break times for optimal coverage   

Education Requirements

  • High school diploma
  • Previous Reservation Experience and PBX experience.

Physical Requirements

  • Must be able to lift up to 25 pounds of force occasionally, and/or negligible amounts of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
  • Ability to walk/stand for extended periods of time.  Flexible and long Hours sometime required.
  • The job description is not an exclusive or exhaustive list of all job’s functions that an employee in this position may be asked to perform from time to time.


EOE/M/F/D/V/SO

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About this Employer

The Anaheim Hotel

1700 S. Harbor Boulevard
Anaheim, CA 92802

(714) 772-5900

306 Room Hotel

www.theanaheimhotel.com

Managed By

OUR HOTEL

The Anaheim Hotel is a three-diamond hotel located across the street from the exciting Disneyland® Resort and near the Anaheim Convention Center.

On nine acres of landscaped gardens, The Anaheim Hotel offers 306 rooms, an Olympic-sized pool and Jacuzzi, 6,800 square feet of flexible meeting space with banquet capabilities, on-site restaurant The Pizza Press, and lobby bar.  The Anaheim Hotel is dedicated to providing superior service in a welcoming environment with a variety of amenities for your convenience and enjoyment. It’s more than just location; it's a great value.

The hotel is rooted in its mid-century modern heritage with modern sensibilities.  Stay in spacious rooms  designed for both comfort and convenience, with crisp white bedding.  All of our inviting rooms overlook the grounds, many of which have a patio or balcony.  Our two story buildings are located on an expansive nine acres of landscaped gardens and walkways.  Enjoy ample and easy parking all around the hotel.  Soak up the Southern California sun and relax by our Olympic size outdoor heated pool and spa.

Hosting an event?  Take advantage of over 6,800 square feet of flexible meeting space to make your meeting, conference, or event both convenient and successful. Whether you’re planning a small meeting or large conference, our on-site catering staff can create impressive event menus to refresh your guests.