Front Office Supervisor

Why We're Here

We believe heartfelt, human connections make people's lives better. Especially the people who work here.

Our founder, Bill Kimpton rebelled against impersonal, generic hospitality that makes people feel disconnected. He initiated a new boutique hotel standard and environment where people could connect, from the heart. That was the goal then, and it is still our purpose today.

Your work here has meaning. You're here to improve the lives of coworkers, guests, owners, communities, and together we make that happen. It's what drives all that we do. Every day you can improve lives in your own, unique way and you can expect the same in return. It all starts with you.

How We're Different

Our San Francisco-born entrepreneurial spirit and zest for life kick started this culture in 1981, and it shines through to this day.

It all flows from you. The lively, rebellious, genuine you - with your diverse background, talents, experiences, and plucky personality - is fully welcome, and celebrated here. Because we know that when people can be themselves at work, they shine.

That's what we seek out and celebrate. It's people of all kinds who share a knack for creativity and self-leadership. People who don't need to be told what to do to get things done. People who have an innate passion for making others' lives better.

It adds up to a work environment that's a bit quirky, irreverent, exciting, uncommon, empowering, and downright exceptional. Guests feel it; you'll feel it too.

What You'll Do

The Front Office Supervisor is responsible for providing quality guest service within hotel management guidelines. They oversee all Front Office operations, including Front Desk, PBX, Concierge, Bell, Door, and Valet Services. They maintain a high level of guest service, support line staff, and balance revenues. They monitor property interfaces, train front office shift employees, and provide prompt, courteous service to guests. They assist guests upon check-in and throughout their stay, fostering a teamwork environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Meet the desk agents to get any pertinent information.
• Review Front Desk logbook for any other information or incidents.
• Review all arrivals and departures noting any special requests, challenges, and to ensure that billing is correct.
• Assess whether any guest relocation will be necessary.
• Make sure all shifts are covered as scheduled, cover as necessary.
• Follow established key control policy, credit policies, and be knowledgeable of all fire and emergency procedures.
• Ensure the completion of the desk agents AM/PM checklist.
• Handle guest situations as they arise in a calm and professional manner.
• Assist guests with services and requests.
• Be an expert in all employee duties to ensure you are “leading by example” in all that you do.
• Be visible at all times to our guests and staff.
• Make suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction, revenues, as well as reducing costs.
• Ensure inventory controls, working with Sales and Reservations to ensure maximum selling potential and house balance.
• Ensure accuracy of groups, rooming lists, billing, amenities, arrivals, etc.
• Maintain cleanliness and organization of back office, front desk, and front desk closet.
• Perform all other duties as directed by immediate supervisors.
• Additional projects and responsibilities may be assigned as needed.

Supervisory Responsibilities:

• Oversee and supervise all duties performed by Front Office employees.
• Coach, counsel, and discipline employees when necessary, using accurate documentation and techniques.
• Ensure all Front Office employees complete their duties before departing, and that they are posted at their stations on time.
• Assist with all sick calls or tardiness by finding coverage, report to work and stay until coverage can be found.
• Assist with any scheduled shift problems on the Night Audit shifts.
• Accountable for the proper training and daily monitoring of all service levels provided by employees to guests and other employees.
• Monitor and maintain Front Office operational supplies.
• Accountable for meeting or coming in under payroll and expense budgets.
• Ensure all employees are following cash and credit handling procedures.
• Ensure that all team members are following grooming and uniform standards.

What You Bring

• 2 years of Front office experience in luxury or lifestyle hotel.
• High School Diploma is preferred.
• Ability to diplomatically deal with difficult situations and people, while exhibiting a constant level of integrity.
• Ability to verbally communicate effectively and professionally.
• Experience with Opera is a must and experience with HotSOS, Alice and Kipsu is preferred.
• Ability to lift 30 pounds.
• This position requires a flexible schedule, must be able to work evenings, weekends, and holidays.

 The hourly pay range for this role is $11 to $14 USD plus gratuities.  We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, pension, meal per shift, and many other benefits to eligible employees.

Differences make a difference. We are committed to creating a culture that reflects the diversity of our hotel and restaurant guests. With that goal in mind, we encourage each of our employees to understand, accept, and celebrate differences among people. That includes different personalities, lifestyles, work styles, education, and experience. We also welcome and embrace people of all races, ethnicities, ages, religions, physical abilities, sexual orientation, gender identities and genders. For our complete EEO policy click here.

 

Be Yourself. Lead Yourself. Make it Count.