Job Description

The Courtyard Santa Monica is seeking an experienced and service-minded individual for the Front Desk Supervisor position. As a Front Desk Supervisor, you will supervise the daily operations of the Front Desk to maximize revenues and profits while attaining optimal guest satisfaction. Our ideal candidate has a flair for communication, strong leadership skills, and a passion for the hospitality industry.

At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do!

We understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, we will celebrate you and we will cheer you on as you shine bright in your career journey. Whether it be our health & wellness programs, best in class learning and development or our travel discounts that ‘feed your inner explorer’, we work hard to create and deliver on what YOU need. We are ready for you to start your journey with us where You Belong. We Care. Shine Bright.

We are committed to providing you with:

• Highly competitive wages
• An exceptional benefit plan for eligible associates & your family members
• 401K matching program for eligible associates
• Flexible scheduling to allow you to focus on what is important to you
• Discounts with our Crescent managed properties in North America for you & your family members
  

ESSENTIAL JOB FUNCTIONS

• Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
• Supervise and provide guidance and leadership to the Guest Service Agents. Communicate effectively both verbally and in writing to provide clear direction to staff.

• This individual will be responsible for managing and training our Front Desk staff, ensuring the highest level of customer service for our guests.

• Scheduling shifts, handling guest complaints and requests, maintaining an in-depth knowledge of hotel services and local attractions, and ensuring rooms are impeccably presented.

• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.

• Make appropriate selection of rooms based on guest needs. Code electronic keys and Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.

• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers checks, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. 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.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
• Perform any other job-related duties as assigned.

REQUIRED SKILLS/ABILITIES:

• Front Desk Supervisor experience strongly preferred.
• Must be available to work a flexible schedule to include holidays, nights and weekends.
• 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.
• 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.