Front Office Supervisor

Now Hiring:
Front Office Supervisor

Orange County, California

Luxury Hospitality 4-Diamond Property

Luxury Hospitality 4-Diamond Property, The Westin Anaheim Resort is a premier luxury hotel located in the heart of Anaheim, offering elevated accommodations, exceptional dining experiences, and a world-class service steps away from major attractions and business hubs. As distinguished member of Marriott's brand portfolio, we are committed to delivering outstanding guest experience while fostering a culture excellence, innovation, and teamwork.

• Be part of an award-winning AAA
  Four-Diamond luxury hotel recognized for exceptional hospitality and service.
• Collaborate with a talented team of hospitality professional dedicated to driving performance and exceeding guest expectations.
• Enjoy a competitive salary, comprehensive benefits package, and valuable Marriott associate perks.

Responsible for assigning work and ensuring the completion of daily tasks in Front Desk operations in the hotels continuing effort to deliver outstanding guest service. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

• This position has approximately 30 hourly indirect reports.
• Manage the day-to-day operations of Front Desk, Front Services, Service Express and Guest Services.
• This position carries out supervisory responsibilities in accordance with the organization’s policies, procedures and applicable laws.
• Interview, hire, process references including new hire paperwork to company standard, for all Front Office staff in compliance with state and federal laws and company policy.
• Set specific goals and objectives for all the employees in the Front Office.
• Establish and communicate performance criteria to all employees and reinforces specific performance goals with subordinate employees and provide feedback.
• Appropriately disciplines and create performance improvement plans for employees, for any performance related issues.
• Maintain proper staffing levels for all operating departments according to hotels’ business levels.
• Review with managers and staff the schedules on a weekly basis to ensure business needs and budgeted levels are being met.
• Communicates with team members, both verbally and in writing, to answer questions and provide clear direction in advising and instructing staff in details of work, policies and procedures.
• Provides timely and real-time feedback to management and hourly associates on service and operational standards; including feedback on all levels of service and operational details.
• Adhere and have a complete understanding of the Safety Rules and Regulations.
• Plan, distribute, delegate and direct daily, weekly, monthly, quarterly and annual work assignments.
• Monitor and develop team member performance to include, but not limited to, providing supervision and professional development, scheduling, conducting counseling and evaluations and delivering recognition and reward.

• Providing Exceptional Customer Service
• Handles guest problems and complaints efficiently.
• Empowers employees to provide excellent customer service.
• Displays leadership in guest hospitality by exemplifying excellent customer service and creating a positive atmosphere for guest and employee relations.

• Prepare employees schedules according to business forecast, payroll budget guidelines and productivity requirements.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count.
• Implement suggestive upselling strategies for the guest services team.

• Celebrate successes and publicly recognizes the contributions of the team members.
• Establishes and maintains open, collaborative relationships with employees.
• Ensures employees are treated fairly and equitably.
• Provides feedback to employees based on observation of service behaviors.
• Supervises employee's ability to employee's ability to execute departmental and property emergency procedures.
• Ensures disciplinary procedures and documentation are completed according to standard and local operational procedures (SOPs and LSOPs) and support the peer review process.
• Ensures…