Front Office Supervisor

Full-Time

Description

Position Overview:

The Front Office Supervisor plays a vital role in maintaining the smooth operations of the front desk and ensuring guest satisfaction. This role requires supervisory skills, attention to detail, and the ability to handle various tasks in a fast-paced hotel environment while providing excellent service. Duties include greeting and directing guests, managing check-ins and check-outs, and providing guest assistance.

Key Responsibilities:

• Supervise front desk staff and ensure that they provide excellent customer service.
• Monitor daily operations of the front desk, including check-ins, check-outs, and guest requests.
• Manage reservations and room availability.
• Ensure accuracy of billing and payment processes.
• Monitor and review guest feedback.
• Resolve customer complaints.
• Train and coach front desk staff.
• Monitor staff performance and provide feedback.
• Create a best-in-class guest experience by engaging with guests, providing friendly courteous service, anticipating guest needs, increasing guest loyalty, and maintaining relationships.
• Coordinate activities with other departments to ensure that services are provided in an efficient and timely manner.
• Ensure financial goals of the department and the hotel are being met by managing labor costs, controlling expenses for supplies and equipment, and determining revenue-driving initiatives.
• Evaluate and recommend revenue driving initiatives and monitor revenue performance.
• Recommend and implement approved changes that could improve service and increase operational efficiency.
• Ability to serve as Manager on Duty.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.

Required Qualifications:

• Supervisory experience
• The ability to demonstrate exceptional Customer Service Skills.
• Able to work weekends, holidays and long hours as sometimes required.
• Always maintain a warm and friendly demeanor.
• Must be able to effectively communicate both verbally and written, with all levels of team members and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by team members and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Strong knowledge of Opera Cloud and Microsoft Platform is a plus.

Qualification Standards:

• High school diploma or equivalent, hotel experience a plus
• 1 to 2 years of previous experience in a similar position in a luxury hotel preferred.
• Previous experience in a customer service role.

Physical Requirements:

• Must be able to bend, stoop, squat and stretch to fulfill necessary tasks.
• Must be able to stand for up to 8 hours in length.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including Holidays and weekends) to reflect the business needs of the hotel.

Wage Rate: $32.80 per hour

About Hotel Zoe

Inspired San Francisco experiences start at our Fisherman’s Wharf boutique hotel. Hotel Zoe is known for its unbeatable location, award-winning service, and outstanding cuisine, but it’s our whimsical spirit that really sets us apart. As part of the EOS Hospitality Group, we believe in Shared Accountability, Humility & Kindness, Creative Problem Solving, Collaboration & Community and Do Well and Do Good. Hotel Zoe offers competitive salaries and robust benefit plans.

Full Time Hourly Benefits:

Full Time Hourly Perks:

• EOS Employee Rates plus 50% off F&B and Retail
• Employee discounts in Pescatore Restaurant
• Employee Job Referral Program
• Employee Recognition Programs and Appreciation Events
• Discounts on Offsite Parking and Work Safety Shoes

Important Notice:

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Hotel Zoe is an Equal Opportunity Employer without regard to people formerly experiencing homelessness, race, color, creed, gender, gender expression, gender identity, religion, marital status, registered domestic partner status, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), sexual orientation, age, veteran status, national origin or ancestry, political affiliation, physical or mental disability, medical condition including genetic characteristics, or any other consideration made unlawful by federal, state, or local laws. Hotel Zoe hiring policies require a background check for all applicants working directly with at-risk populations.

Qualifications

1-2 years of previous experience in a similar position in a luxury hotel