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Front Desk Supervisor

Posted January 5, 2022

The Commerce Casino & Hotel
Los Angeles, CA
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About This Job

Essential Job Functions:
  1. Communicate effectively both verbally and in writing to provide clear direction to Assign and instruct guest service agents in details of work. Observes performance and encourages improvement.
  2. Lead daily pre-shift meetings to review activity within the hotel including VIP arriving guests, service deficiency updates and follow up when required. Celebrate positive feedback and guest mentions with all team members.  Collaborate to understand opportunities and course of actions to resolve.
  3. Greet guests immediately with a friendly and sincere Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
  4. Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote Crescent and brand- specific marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances. Requires standing and continual mobility throughout front office area.
  5. Verify and imprint credit cards for authorization using electronic acceptance Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers checks and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
  6. Promptly answer the telephone using positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
  7. Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
  8. Communicate both verbally and in writing to provide clear direction to staff.
  9. Assist in the response of all guest reviews and feedback.
  10. Comply with attendance rules and be available to work on a regular
  11. Perform any other job-related duties as
Minimum qualifications:

1. All applicants must be at least 21 years old.

2. At least one year experience as a Front Desk Agent. 

3. Must have proficiency in hotel property management system Opera. 

4. Must be able to work all shifts assigned including weekends and holidays. 

Required skills and abilities:

Must have the ability to communicate in English. Self-starting personality with an even disposition.  Maintain a professional appearance and manner at all times.    Can communicate well with guests. Must be willing to “pitch-in” and help co- workers with their job duties and be a team player. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error. Ability to access and accurately input information using a moderately complex computer system. Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations. Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated. Ability to establish and maintain effective working relationships with associates, customers and patrons.

PERFORMANCE STANDARDS:

Customer Satisfaction:

Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with Crescent staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every Crescent associate is a guest relations ambassador, every working minute of every day.

Work Habits:

In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

Safety & Security:

The safety and security of our guests and associates is of utmost importance to Crescent. Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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About this Employer

The Commerce Casino & Hotel

6121 East Telegraph
Los Angeles, CA 90040

(323) 728-3600

194 Room Casino

www.commercehotella.com

Our Hotel

Where the game reigns.

The inviting atmosphere and superior service of The Commerce Casino & Hotel makes every stay a trip to remember. The majestic nine-story hotel is located within minutes of downtown Los Angeles, and just an elevator ride away from our iconic card room, boasting the most table and casino card games in Southern California.

‍Our Rooms

Each inviting guest room comes furnished with a 40-inch flat screen television and large work desk with complimentary wireless and wired internet. Signature premium bedding invites you to relax and recharge, while our designated Quiet Zones and guaranteed wake-up calls give you the peace of mind to enjoy a restful, rejuvenating sleep.

Our Amenities

Stay focused and energized with a workout in our fully equipped Fitness Center, or relax and enjoy “rest day” as it should be, with a dip in our seasonal outdoor pool. Our on-site Business Center ensures you’re never far from what keeps you connected and productive, while our menu of luxurious treatments at Meridian Day Spa offer the perfect way to disconnect and unwind at the end of a busy day.

Dining

We’re ready to refuel when and where you are. Enjoy a variety of food and drink options throughout the day, from elevated casual dining to lighter meals at our full-service, on-site restaurant and lounge. Work or relax at your leisure with convenient in-room dining.

Our Casino

The action never ends at The Commerce, home to the most table and casino card games in Southern California. Whether you're a seasoned player or just learning the ropes, our friendly staff will find the right table for you. We're known throughout the world as the home of great Poker, including Texas Hold'em, Omaha, 21st Century Blackjack, and many more. Prefer table games? We host all your favorites, with some of the most intense EZ Baccarat and Pai Gow Poker action you've ever seen. For the complete list, click below.

Meetings & Events

The Commerce Casino & Hotel offers more than 20,000 sq. ft. of unobstructed, flexible space for events of any size, from meetings to weddings to conferences. Our friendly and knowledgeable staff will help make sure your event goes off without a hitch, no matter how big or small.