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Posted July 11, 2019

Front Office Supervisor

The Inn at Laguna Beach is seeking a superstar front office leader to create A HEARTfelt experience...BEyond Expectations for our guests and associates, and supervise our guest service team with grace, respect and style!

Summary of Position:

The Front Desk Supervisor primarily supervises the front office team members to ensure efficient and smooth operations. Responds in a professional and courteous manner to guest inquiries/issues by providing accurate and timely information and services. The Front Desk Supervisor will also ensure hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements.

Essential Functions:

Front Office:

  • Ensure outstanding customer care at all times.
  • Maintains a friendly, cheerful and courteous demeanor at all times.
  • Courteously and accurately answers inquiries from potential guests.
  • Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
  • Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
  • Supervise daily shift process ensuring all team members adhere to standard operating procedures.
  • Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
  • Resolve customer issues, complaints, problems with tact in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
  • Allocate rooms to expected arrivals after checking the guest’s preferences and special requests.
  • Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.
  • Cross check all billing instructions are correctly updated 
  • Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
  • Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
  • Performs other duties as assigned, requested or deemed necessary by management.
  • Ensure MOD report is updated with pertinent information and that any outstanding issues are resolved
  • Ensures safety by adhering to company safety protocols
  • Assist all departments in servicing the guests during high volume periods.
  • Takes responsibility in the absence of the Front Office Manager
  • As a supervisor you’ll be a role model, sharing your expertise and continually inspiring the front office team.

Qualifications:

Education: High School Graduate or equivalent preferred

Experience: Prior hotel supervisory experience.

Certificates or Licenses: N/A

Knowledge, Skills, and Abilities:

Ability to train and supervise with strong leadership skills

Ability to make quick and efficient decisions to benefit the team and guest.

Ability to memorize and perform The Inn at Laguna Beach Handbook Standards

Ability to use a moderately complex computer system and troubleshoot software problems

Ability to utilize a calculator to prepare moderately complex mathematical calculations without error.

Personal Characteristics:

Behaves ethically

Communicates effectively: Speaks and listens in a clear, thorough, and timely manner, effectively reading and writing, using the English language

Professional Appearance: Exhibits a professional and appropriate appearance at all times.(Specific grooming standards are available for review)

Working Conditions:

Attendance as scheduled is a critical element in all positions at The Inn at Laguna Beach.

The leaders and team members of The Inn at Laguna Beach believe each guest should be treated with respect and professionalism. We create memorable experiences, inviting our guests to return. In order to be successful at The Inn at Laguna Beach team members must share both our vision and our values. This includes possessing and demonstrating a high level of courtesy and respect for both internal and external guests. Our fun, friendly and naturally grand associates treat every guest as if they were our only guest. A true customer focus is essential to success with our property.


The Inn at Laguna Beach

211 North Pacific Coast Highway

Laguna Beach, CA 92651

Telephone (949) 497-9722