Front Office Supervisor; Night Audit

Description

Why work for The Sheraton San Diego Resort?

Located on the Harbor Island waterfront, Sheraton San Diego Resort offers breathtaking views of the city skyline and the San Diego Bay. As one of the largest and most recently renovated resorts, we take pride in a culture built on genuine care
-both for our guests and for our associates. Our mission is simple: to be a resort where guests love to stay and associates love to work!

We offer competitive pay and a comprehensive benefits package, including medical, dental, vision, and life insurance, paid time off, retirement plans, Marriot travel discounts, and complimentary parking and meals.

Summary of Job Description

A Front Office Supervisor oversees the operations of the front desk, guest service/PBX, concierge, and bell staff in a hotel, ensuring smooth check-in and check-out processes and providing exceptional customer service. Responsibilities include managing reservations, handling guest inquiries and complaints, and supervising front desk, guest service/PBX, concierge, and bell staff. The supervisor also assists with training new staff, monitoring performance, and implementing procedures to improve efficiency and guest satisfaction.

Strong leadership, communication, and problem-solving skills, along with proficiency in hotel management software, are essential for success in this role.

This position pays $23.00 per hour.

Education/Experience

• Minimum 1 year experience in hotel leadership of front desk, concierge, customer service, or PBX preferred.
• High School Diploma or equivalent education required.

Work Hours

• Will be required to work flexible scheduled shifts based on business needs.
• Scheduling includes holidays, nights, overnights and weekends depending on hotel events and functions.

Job Requirements

• Understand the mission, vision, and goals of the hotel.
• Must be able to prioritize and work efficiently with limited supervision.
• Must be detail oriented and able to multi-task efficiently.
• Must be able to speak and understand and communicate the primary language(s) used in the workplace.
• Must possess excellent communication, follow up, and organizational
• Must have the ability to push, pull bend, squat and lift on a regular basis.
• Safety requirements of PPE as needed for duty assigned and with use of required tools and equipment.
• Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up.
• Be a clear thinker, remaining calm and resolving problems using good judgment.
• Follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team.
• Must be able to understand guest’s service needs.
• Maintain confidentiality of guest information and pertinent hotel data.
• Strong leadership skills and has the ability to apply them.
• Ability to meet or exceed productivity, goals and performance standards.
• Supervise the shift and day to day operations to ensure exceptional guest service.
• Work closely with department managers to control labor and productivity.
• Respond to emergency situations and work with local authorities.
• Review work assignments of employees and make adjustments as business needs.
• Communicate throughout the day with Front Office and other departments to ensure total guest satisfaction.
• Hold a pre-shift meeting with staff prior to reporting to stations.
• Consistently monitor the performance of associates on an on-going basis and assist the department manager in providing feedback.
• Supervise the staff and handle associate situations.
• Maintain efficiency in the operation of the staff in a high standard of quality of service and courtesy, bringing total satisfaction to our guests and the hotel.
• Prepare and submit incident, accident or injury reports when needed.
• Ensure all associates are safety conscious and trained in safe work practices.
• Follow 4 Keys service standards, standard operation procedures, and safety standards.
• Follow safety and security procedures.
• Work cohesively with co-workers and all departments as part of a team.
• Follow all appropriate policies and procedures while constantly striving to improve standards of operations.
• Adhere to attendance and reliability…