Casa Faena - Rooms Supervisor

Full-Time

The Faena Culture

The FAENA Movement is one of culture, art and community. The FAENA Culture is steeped in the warmth and traditions of the south combining authentic and attentive hospitality with the world’s finest amenities. We act as a catalyst in making dreams a reality with the collaboration of ideas. Creating carefully curated spaces paired with excellence in service to delight the most sophisticated guests as they are indulged by the FAENA Culture.  

 Job Overview

Responsible for the supervision of all aspects of the Front Desk functions, in accordance with the hotel standards. Directs, implements, and maintains a service and leadership philosophy which serves a s means of maintaining and improving service levels of Casa Faena. 

Duties And Responsabilities 

• Maintain complete knowledge of and comply with all departmental policies/ service procedures and standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guest needs, respond promptly and acknowledge all guests, however busy whatever time of day.
• Maintain positive guest relations at all times and resolve guest complaints ensuring guests satisfaction. 
• Monitor and maintain cleanliness, sanitation, and organization of designated work areas.
• Maintain complete knowledge at all times of:
  1. All hotel features/services, hours of operation
  2. All room types, décor, layout, and location
  3. All room rates, special packages and promotions
  4. Daily house count and expected arrivals and departures.
  5. Room availability status for any given day
  6. Scheduled in-house group activities or events, locations and times.
  7. All hotel and departmental policies and procedures.
• Access all functions of computer system.
• Answer departmental telephone with in 3 rings using correct greeting and telephone etiquette.
• Establish par levels for supplies and equipment. Complete requisition to replenish shortages.
• Ensure that current information on rates, packages, and promotions is available Front Desk and all staff is knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Delegate work duties and assignments to staff and conduct pre-shift meeting with staff and review all information. 
• Consistently monitors staff performance and job function.
• Monitor Front entrance and resolve any congestion.
• Monitor and perform the Check in/ out process.
• Monitor guest mail and ensure it is processed per procedure.
• Assist staff with job functions to ensure optimal service to guests.
• Contact newly registered guests 5 minutes after check in to establish guest satisfaction; resolve and dissatisfaction immediately. Document each call accordingly.
• Monitor and ensure that all cashiering procedures comply with accounting policies and standards.
• Review previous night’s no-shows, verify and ensure billing of such.
• Assist accounting in researching all disputed transactions and contact guest to explain or resolve disputes.
• Review arrivals report for accuracy and completeness.
• Ensure that all VIPs are pre-registered per standards.
• Balance rooms types daily.
• Print credit check report and follow up on accounts beyond approved credit limit.
• Review resumes for arriving groups, organize and coordinate check in procedure.
• Coordinate delivery time of amenities with Resultant to ensure timely delivery.
• Review all out of order rooms daily to ensure most up to date status.
• Complete an inspection of all guest room floors, restrooms, public areas, hotel entrance, and front drive. Rectify discrepancies with respective departments.
• Ensure bucket check is completed nightly.