Radisson Hotel Group
Front Office Supervisor
Radisson Hotel Group, Sunnyvale, California, United States, 94087
Choice Hotels International, Inc (NYSE:CHH) is one of the largest lodging franchisors in the world. A challenger in the upscale segment and a leader in midscale and extended stay, Choice has more than 7,400 hotels, representing over 625,000 rooms, in 45 countries and territories. A diverse portfolio of 22 brands that run the gamut from full-service upper upscale properties to midscale, extended stay and economy enables Choice to meet travelers' needs in more places and for more occasions while driving more value for franchise owners and shareholders. The award-winning Choice Privileges loyalty program and co-brand credit card options provide members with a fast and easy way to earn reward nights and personalized perks. For more information, visit
www.choicehotels.com .The ability to model Choice's Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity are key to our success in inspiring Loyalty, Growth, and the Hospitality Spirit.Our managed hotels portfolio includes Radisson Blu, Radisson, Radisson Red, Park Plaza, and Country Inn & Suites by Radisson.Position Summary
The role of Front Office Supervisor requires an individual the ability to provide superior guest service in a fast-paced, hotel environment, ensuring 100% guest satisfaction; overseeing Front Office Operations.Receives and processes incoming guestsEnsure a delightful, seamless arrival and departure for our guests.Greets guest and processes hotel registration and other transactionsKeeps current on hotel accommodations, services and local attractionsHandles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfactionRecords resolutions to guest complaints on the "Make it Right" logWorks with other departments as appropriate to arrange for services requested by the guestStays current with developments in the hotel by reviewing and updating the communication logPrepares end of shift summaries and communications for management and other shiftsEncourages day to day up selling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services and loyalty programMakes reservations in accordance with hotel's yield management practicesProcesses customer credit at check-in in accordance with hotel policy and data privacy policy standardsMay be responsible for answering and fielding all calls to the hotel, both internal and externalIdentifies and records special billing instructions and notifies AccountingObtains appropriate approvals and signatures for guest transactionsFollows hotel policy on cash banksMaintains confidentiality of guest informationSupervises Front Office Operation and EmployeesAssists Management in scheduling, training and evaluating front office employeesProvides on-going feedback and guidance to front office employeesMonitors front office processes and suggests improvements to managementServes as model of exemplary customer service for other front office employeesEnsures through reporting and observation that billing and cash are handled according to hotel procedures and good accountingCompletes detailed shift reportsPro-actively prepares for hotel events to provide great customer serviceStocks and replenishes front office tools and materialsDevelops and implements strategies and practices which support employee engagementCommunicates performance expectations and provides employees with on-going feedbackProvides employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potentialCreates 100% guest satisfaction by providing the Radisson experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations:Gives personal attention, takes personal responsibility and uses teamwork when providing guest service.Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis.Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction.Performs other duties as required by management to provide 100% Guest Satisfaction and genuine hospitality to our Guests.Requirements/Skills
Minimum two years in hotel front desk position requiredPrevious management experience requiredAble to collaborate effectively with other hotel employees and managers to ensure teamworkHigh school diploma or GED required, bachelor degree preferredStrong organizational skills, critical thinking skills, problem solverStrong computer systems skills including; reservations and reporting systemsStrong Microsoft Office suite and reporting system skillsMust work well in stressful, high pressure situationsMust be able to accurately follow verbal and written instructions and communicate effectivelyWorks well independently or as part of a teamStrong attention to detailStrong mathematical and organizational skills requiredCommitment to exceptional guest serviceWilling to work a flexible schedule including weekends and holidaysAdheres to the policies and procedures of the hotelPhysical Demands
Ability to stand, stoop or bend for entire shiftAbility to lift up to 20 poundsBenefits
Compensation $24.00/hrExcellent benefits package including health, dental, vision, long term disability, pet insurance, 401KVacation pays, personal holiday pay8 Paid HolidaysHotel discountsBirthday incentives, Anniversary incentives, Associate of the quarter and year incentiveDaily meals providedThe hotel business functions seven days a week, 24 hours a day. All associates must realize this fact and be aware that at all times it may be necessary to move associates from their accustomed shift and alter assigned duties as business dictates. In addition, this is a hospitality business, and a hospitable service atmosphere must be maintained at all times.This position description is not intended to create, nor is it to be construed, as a contract of employment or a promise of employment. I understand that my employment is an "at-will" relationship and may be terminated by either party at any time, with or without notice.We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, sexual orientation, gender identity, disability, veteran status, genetic information, or other protected class. Our locations are drug-free and pre-employment drug tests are required. Background checks are also required before employment begins. We participate in E-Verify and those who are ineligible to work in the United States will not be considered.The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.
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www.choicehotels.com .The ability to model Choice's Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity are key to our success in inspiring Loyalty, Growth, and the Hospitality Spirit.Our managed hotels portfolio includes Radisson Blu, Radisson, Radisson Red, Park Plaza, and Country Inn & Suites by Radisson.Position Summary
The role of Front Office Supervisor requires an individual the ability to provide superior guest service in a fast-paced, hotel environment, ensuring 100% guest satisfaction; overseeing Front Office Operations.Receives and processes incoming guestsEnsure a delightful, seamless arrival and departure for our guests.Greets guest and processes hotel registration and other transactionsKeeps current on hotel accommodations, services and local attractionsHandles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfactionRecords resolutions to guest complaints on the "Make it Right" logWorks with other departments as appropriate to arrange for services requested by the guestStays current with developments in the hotel by reviewing and updating the communication logPrepares end of shift summaries and communications for management and other shiftsEncourages day to day up selling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services and loyalty programMakes reservations in accordance with hotel's yield management practicesProcesses customer credit at check-in in accordance with hotel policy and data privacy policy standardsMay be responsible for answering and fielding all calls to the hotel, both internal and externalIdentifies and records special billing instructions and notifies AccountingObtains appropriate approvals and signatures for guest transactionsFollows hotel policy on cash banksMaintains confidentiality of guest informationSupervises Front Office Operation and EmployeesAssists Management in scheduling, training and evaluating front office employeesProvides on-going feedback and guidance to front office employeesMonitors front office processes and suggests improvements to managementServes as model of exemplary customer service for other front office employeesEnsures through reporting and observation that billing and cash are handled according to hotel procedures and good accountingCompletes detailed shift reportsPro-actively prepares for hotel events to provide great customer serviceStocks and replenishes front office tools and materialsDevelops and implements strategies and practices which support employee engagementCommunicates performance expectations and provides employees with on-going feedbackProvides employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potentialCreates 100% guest satisfaction by providing the Radisson experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations:Gives personal attention, takes personal responsibility and uses teamwork when providing guest service.Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis.Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction.Performs other duties as required by management to provide 100% Guest Satisfaction and genuine hospitality to our Guests.Requirements/Skills
Minimum two years in hotel front desk position requiredPrevious management experience requiredAble to collaborate effectively with other hotel employees and managers to ensure teamworkHigh school diploma or GED required, bachelor degree preferredStrong organizational skills, critical thinking skills, problem solverStrong computer systems skills including; reservations and reporting systemsStrong Microsoft Office suite and reporting system skillsMust work well in stressful, high pressure situationsMust be able to accurately follow verbal and written instructions and communicate effectivelyWorks well independently or as part of a teamStrong attention to detailStrong mathematical and organizational skills requiredCommitment to exceptional guest serviceWilling to work a flexible schedule including weekends and holidaysAdheres to the policies and procedures of the hotelPhysical Demands
Ability to stand, stoop or bend for entire shiftAbility to lift up to 20 poundsBenefits
Compensation $24.00/hrExcellent benefits package including health, dental, vision, long term disability, pet insurance, 401KVacation pays, personal holiday pay8 Paid HolidaysHotel discountsBirthday incentives, Anniversary incentives, Associate of the quarter and year incentiveDaily meals providedThe hotel business functions seven days a week, 24 hours a day. All associates must realize this fact and be aware that at all times it may be necessary to move associates from their accustomed shift and alter assigned duties as business dictates. In addition, this is a hospitality business, and a hospitable service atmosphere must be maintained at all times.This position description is not intended to create, nor is it to be construed, as a contract of employment or a promise of employment. I understand that my employment is an "at-will" relationship and may be terminated by either party at any time, with or without notice.We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, sexual orientation, gender identity, disability, veteran status, genetic information, or other protected class. Our locations are drug-free and pre-employment drug tests are required. Background checks are also required before employment begins. We participate in E-Verify and those who are ineligible to work in the United States will not be considered.The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.
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