The Opportunity
Hard Rock Hotel San Diego is auditioning for professional, outgoing, and outrageous personalities to fill the role of full time Guest Services Supervisor. You are the one that can make the check-in experience rock. Let your friendly personality shine through as you provide our guests with and effortless, entertaining and informative check-in experience that lets them know the party has started.
Job Responsibilities
Key responsibilities of a Front Office Supervisor include:
• Supervising procedural aspects of the hotel’s front office, maintaining a presence during peak traffic periods
• Observing employees while they work to ensure that the front desk team is checking guests in and out of the hotel in an efficient, courteous, and professional manner
• Ensuring guests’ needs and concerns are responded to in a timely, professional and friendly manner with a focus on service recovery when applicable
• Performing front desk agent duties as necessary, such as registration, check out and processing room reservations for guests
• Assisting employees with questions and problems as they occur
• Ensuring that all Elite guests, VIP guests and repeat guests are identified, recognized and pre-blocked
• Ensuring proper execution of VIP requirements, including room requests, amenity placement, welcome letters, gifts, etc.
• Monitoring cash handling, credit card totals and deposit slips to ensure accuracy
• Ensuring that all safety and security policies and procedures are followed
• Assisting with the training, coaching and development of team members
• Assisting with interviewing and hiring team members
• Managing and resolving all guest complaints and compliments in a professional and courteous manner
• Maintaining an up to date working knowledge of all property amenities as well as any special events
Job Requirements
The ideal Front Office Supervisor candidate will possess strong communication skills, a clear understanding of guest service in a hotel environment and demonstrate leadership abilities.
The minimum qualifications for this position are:
• One to three years front desk experience in a hotel property of similar size and quality
• Understanding of full service hotel products and guest services
• Previous supervisory experience preferred
• Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment
• Ability to handle stressful situations in a calm, professional manner and exhibit good judgment
• Must have the ability to communicate clearly and directly with guests and team members using a positive, clear speaking voice
• Strong interpersonal skills: ability to get along with diverse personalities, tactful and flexible
• Must possess strong communication and listening skills
• Ability to work a varied schedule that may include evenings, nights, and weekends
An Equal Opportunity Employer
Hard Rock Hotel San Diego: As authentic, passionate, irreverent and unpredictable as music itself.
Backstage, green rooms and red carpets. Uniforms designed by a rock star. Working at Hard Rock Hotel San Diego is not quite like working at a vanilla hotel. Hard Rock's team is as passionate and authentic as rock itself. Our mission is to serve from the heart: An entourage of staff hell-bent on working with the best, being the best, and delivering an experience guests will actually want to talk about. After all, this is Hard Rock and the ordinary and staid will not do.
If you kick ass at what you do, and have a true passion for service and music, separate yourself from the crowd and be noticed.