Front Desk/Night Audit Supervisor - Renaissance Newport Beach Hotel

About Us:At Pyramid Global Hospitality, people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships.   Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers.   Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences.   Check out this video for more information on our great company!Location Description:                      At the Renaissance Newport Beach we pride ourselves on being the best employer in the area. What sets us apart? Our culture, full benefit plans, including 401k with a company match and our lucrative bonus programs, to name a few. We are looking for talented people who have a genuine passion for service. Our Core Values involve personal development, people, and a desire for wanting them to succeed. We believe each member of our team has a key part to play in our delivery of outstanding service and memorable experiences for each guest. We want a hotel that people want to come to, not through. Find out today what a career with Pyramid Hotel Group at the Renaissance Newport Beach can mean for you! Overview:

 

JOB OVERVIEW:

The Front Desk/Night Audit Supervisor provides guidance and leadership as the lead Front Office Clerk ensuring consistent quality customer service is delivered. 

 

DUTIES AND RESPONSIBILITIES:

• Welcome guests in a friendly, prompt and professional manner.
• Pre-register designated guests and prepare key packets.
• Organize and coordinate check-in/pre-registration procedures for arriving groups.
• Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff.
• Confirm reservations and cancellations.
• Review out-of-order rooms daily. Ensure rates match market codes and document exceptions.
• Verify and adjust billing for guests.
• File guest paperwork or documentation.
• Set up/process all guest check-ins/check-outs.
• Activate room keys.
• Secure valid payment.
• Identify any over-commitments.
• Perform duplicate reservation checks; block rooms.
• Run daily reports.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Provide warm, knowledgeable assistance to guests to ensure an effortless and memorable experience.
• Communicate effectively both verbally and in writing to provide clear direction to staff. Monitor lobby traffic and make staffing adjustments accordingly.
• Greet guests immediately with a friendly and sincere welcome. Promptly complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. 
• Make appropriate selection of rooms based on guest needs. 
• Require standing and continual mobility throughout front office area.
• Handle cash, make change and balance an assigned house bank.
• Perform accurate moderately complex arithmetic functions using a calculator.
• Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English language.
• Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for hotel guests as requested.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for Front Office Staff and other employees.

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• Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions.
• Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situation.
• Authorize revenue allowances to remedy problems only after other alternative solutions have been offered. 
• Register guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner.
• Up-sell rooms where possible to maximize hotel revenue.
• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
• Issue, control and release guest safe-deposit boxes – if applicable.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction.
• Balance the Room Inventory, download all new reservation from Reservation System
• Report Room Inventory overbooking to MOD
• Review GXP Dashboard and address cases directly involving reservations, same day booking, ambassador and running guest service reports.
• Manage airline crew such as American Airline booking, blocking, rooming list, signing sheet daily.
• Reconcile and verify that all charges and credits balance with the FSPMS and Simphony POS system.
• Compile information for the daily report and complete as directed, taking responsibility for accuracy.
• Audit reservations to ensure proper market segmentation coding, guest billing, guest information and rates.
• Audit daily guest ledger of the hotel to verify and balance entries. Investigate and correct any discrepancies.
• Create daily deposit and ensure correct starting cash amount at the front desk for the morning.
• Update reservations system with occupancy of guests as they come as they check in and out.
• Balance the Night Audit process and complete night reports accurately.
• Provide ongoing communication to Assistant Front Office Manager, Front Office Manager, Rooms Director, and specified accounting personnel regarding guest issues, recovery actions, and procedural opportunities.
• Take reservations as needed, with a focus on maximizing occupancy and ADR by utilizing a flexible rate structure.
• Support the team as needed on Supervisor/MOD capacity.
• Promote team work and quality service through daily communications and coordination with other departments.
• Perform other duties as assigned to provide genuine hospitality and to meet the Marriott/Renaissance Brand standard.
• Follow the principles of CARE and the Four Disciplines of Associate Success
• Participate and involve in all Hotel Events and Activities such as:
• Safety committee member
• CARE committee member
• EOS lead partner with FOM
• Lead on communication and review of standards (grooming, cell phone usage, hotel happenings, service standards etc)
• Lead on required training (MGS, Mosaic, Venza)
• Lobby/Navigator duty to enhance perspective, gain knowledge and build relationships with F&B

Requirements

Qualifications and Requirements:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using another combination of skills and abilities.

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Basic mathematical skills required.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to stand, walk and continuously perform behind the front desk.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.

QUALIFICATION STANDARDS

 

Education:

• Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma required. Some College preferred.
• Experience: Prior front desk and supervisory experience preferred.
• Grooming: All employees must maintain a neat, clean and well-groomed appearance.

Other: Applicants with additional language skills preferred.

 

PHYSICAL DEMANDS/ WORK ENVIRONMENT

• Individuals may need to sit or stand as needed for an extended period of time
• Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials
• Proper lifting techniques required
• Exerting up to 50 pounds of force occasionally, and/or 50 pounds of force frequently and/or up to 20 pounds of force constantly to lift, carry, push, pull, or otherwise move objects

 

 

STANDARD SPECIFICATIONS

 

Requirements are representative of minimum levels of knowledge, skills and/or abilities.  To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.  Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

 

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

 

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

 

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Other:   The hotel functions seven (7) days a week and twenty-four (24) hours per day.  All employees, both management and hourly, must realize this fact and be aware that at times it may be necessary to move employees from their accustomed shift as business demands.

Compensation Range:The compensation for this position is $23.00/Hr. - $24.00/Hr. based on qualifications and experience.