Front Office Supervisor

FRONT OFFICE SUPERVISOR: The Front Office Supervisor will support the Director of Rooms and Front Office Management team by managing the day-to-day operations of the Front Office Department.  The Front Office department is the first point of contact for hotel guests and is responsible for providing personalized service to guests upon arrival, during their stay and upon departure. In addition, the Front Office Supervisor will supervise, manage and mentor Front Office Agents.

WAGE: $26.00 HOURLY (paid bi-weekly)

SCHEDULE: Must be able to work flexible schedule, weekends and holidays, based on business demands.

WORK EXPERIENCE: Minimum of 2 years of hotel experience in a supervisory role, ideally in Front Office/Guest Service. 

EDUCATION: Minimum of High School Diploma or equivalent. 

KNOWLEDGE| SKILLS| ABILITIES:

Knowledge-

• Understand hotel function, local area, know guest profiles, and know business demand in the area and local hotel competitors.
• Understand standard accounting principles such as addition, subtraction, multiplication, percentages etc. to assist with reports, inventory, budgeting and time tracking system.
• Possess advanced computer knowledge such as Microsoft Office (Outlook, Word, Excel and Power Point) and Adobe.
• Understand how to use search engines to retrieve information on guests behalf, to learn about future guests, local competitors, and track guest reviews on various platforms etc.

Skills-

• Strong English business communication skills both verbal and written.
• Strong interpersonal skills such as listening, smiling, relating, asking questions, teamwork, etc.
• Have the skill to manage multiple tasks at a time, maintain focus and structure, and know how to prioritize.
• Have the skill to resolve conflicts with ease and professionalism to ensure maximum guest and associate satisfaction and or skill to communicate any guest/associate conflict with management

Abilities-

• Able to spark conversations with guests and associates, smile often, establish relationships to develop loyalty and achieve both associate and guest satisfaction goals.
• Ability to maintain consistent positive energy, self-motivation, and passion for hospitality.
• Ability to keep hotel sensitive information confidential such as guest profiles, credit card information, etc.
• Ability to learn new software and computer systems.
• Ability to learn to perform any other hotel function based on business need.
• Ability to easily adapt to various situations, constant change, handle pressure and remain composed and focused.   

PHYSICAL REQUIREMENTS: Prolonged standing/walking for 8+ hours. Ability to walk around the hotel, up and down stairs, stoop, kneel, lift a minimum of 50 lbs. and push and pull approximately 200 lbs. 

BUSINESS ATTIRE: To present a professional and business image to guests, associates and public we ask that all associates follow PHM’s dress and grooming standards available in the PHM Handbook on page 16. Business standard and professional attire required. Standards include wearing full uniform at all times (for any uniformed positions), uniform must be neat, clean and wrinkle free, practice good personal hygiene, and grooming.  

PREFERRED QUALIFICATIONS:

• 4 YEARS Customer Service/ 2 YEARS Hospitality
• Degree/Certifications in Business Management or Hospitality
• Bilingual or Multilingual
• Prior hotel experience
• Emotional Intelligence Training 

Pacific Hotel Management, LLC is a privately- owned company that manages various hotel brands in the bay area. InterContinental The Clement Monterey is one out of 7 hotels within PHM. Located close to San Francisco, Oakland Airport, UC Berkeley and driving distance to Napa and Sonoma. Our culture is family oriented, friendly, outgoing, competitive and results oriented. All associates work hard every day to achieve guest and associate satisfaction goals, but most importantly, all associates have an inherent passion for hospitality. All of our associates also enjoy an array of benefits and perks such as health insurance, 401k plan, educational assistance program, training, recognition events, travel discounts and more!  As part of the Marriott brand, we pursue excellence in everything we do!

We are looking for someone who can easily engage and adapt to our unique culture. We are looking for an energetic and friendly Front Office Supervisor to join our family! The Front Office Supervisor will support the Director of Rooms by managing the day-to-day operations of the Front Office Department.  The Front Office Department is the first point of contact for hotel guests and is responsible for providing personalized service to guests upon arrival, during their stay and upon departure In addition, the Front Office Supervisor will supervise, manage and mentor Front Office Agents. The Front Office Supervisor an integral part of our management team and works side by side with managers and associates on a day-to-day basis to anticipate and meet guest’s needs. We are looking for someone who will help us continue to develop memorable guest experiences.

If this position and InterContinental The Clement Monterey (PHM) sound like the family you want to be a part of please submit your resume for consideration. We look forward to learning more about you!

Learn more about our company at www.phmhotels.com.