Front Office Supervisor

Front Office Supervisor - The Cliffs Hotel & Spa

The Cliffs Hotel & Spa is the premier oceanfront hotel on the Central Coast.Come to work every day to beautiful ocean views of Pismo Beach! Be part of a team known for outstanding customer service that creates lasting, happy memories for all our wonderful guests.

The Cliffs Hotel & Spa is a locally owned business and proud supporter of our local Central Coast Community, providing donations and hosting community-focused programs throughout the year including free and philanthropic events. We love our employees – we host employee appreciation events, offer daily discounted lunches from our restaurant, and offer special hotel benefits.

The Cliffs Hotel & Spa is continuously growing and expanding! We are seeking an organized, reliable, and motivated full-time Front Office Supervisor who can create a sense of luxury while ensuring all staff are engaging with guests. We look forward to connecting with you!

Position Summary:

The Front Office Supervisor oversees the Reception Desk, Pool, Concierge, and Guest Services. The Front Office Supervisor also works with the Housekeeping, Sales, and Food and Beverage management in coordinating daily tasks, meetings, and group activities. They will ensure the highest levels of guest satisfaction through effective management and proper staffing levels, while upholding The Cliffs' Mission, Values, and Forbes standards.

Essential Functions of the job:

• Must be available to work 40 hours per week
• Must be available to work weekends, nights, and Holidays
• Maintains high standards through daily assignments and assists desk agents in doing the same.
• Represents the hotel and upper management to employees, guests, visitors, and vendors.
• Is a visible floor presence in the lobby and front loop; accessible for any guest and for any employee at any time
• Leads by example with higher standards of service, which includes upholding The Cliffs' Mission and Values
• Sets standard for the staff, upholding the requirements of FORBES and AAA, as well as standards communicated by executive management
• Teaches and demonstrates use of scripting standards and guidelines for guest interactions as outlined by FORBES, including guest name usage, proper verbiage, seamless handoff, etc.
• Monitors proper scheduling of the reception desk, pool, and concierge, and covers shifts as necessary.
• Contributes input to required meetings, including weekly operations meetings.
• Communicates immediately and effectively in any situations which may require management assistance. This may include employee-related issues as well as guest issues.
• Coordinates VIP recognition and room assignments.
• Solicits guest feedback with a genuine sense of interest and concern to understand needs and wants of customers, demonstrating anticipatory service when appropriate, taking immediate corrective action when guests' needs are not met
• Reacts to any and all guest complaints in a timely, discreet and professional manner; offering appropriate alternatives to difficult requests
• Utilizes Revinate reporting to teach, coach, and train staff on exceeding guest service standards
• Facilitates training of new hires and assists with training of newly implemented procedures
• Observes, corrects, and coaches staff fairly and effectively to ensure a quality guest experience, including but not limited to Forbes standards, employee time and attendance, personal appearance and adherence to uniform policies
• Ensures Front Desk and lobby area are kept clean and debris-free, including water and coffee stations
• Demonstrates working knowledge of safety and fire procedures.
• Assists in emergency and security procedures as directed by the employee manual and the established emergency plan.
• Supervises use and prevents negligent use of supplies and equipment minimizing waste, breakage, and misuse.
• Acts as Front Office Manager when necessary.
• Perform tasks as assigned by manager

Additional Job Duties:

• Completes delegated tasks and projects; assists other departments as business volumes and staff levels demand.
• Completes supervisor checklist and ensures agents complete their checklists; informs management if there is anything that time does not permit.

Physical Requirements:

• Ability to stand continuously for the duration of the shift (eight hours).
• Ability to lift small packages (under 40 pounds).
• Ability to work in stressful situations.

Education, Experience, Skills:

• High school diploma; college degree preferred.
• Working knowledge of guest services in a luxury hotel setting.
• Excellent command of English language.
• Ability to work with and manage people effectively.
• Ability to multitask and work in mentally demanding situations.
• RBS certified

This job description is not a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.