Front Desk Supervisor at Laguna Surf Lodge


The front Desk Supervisor is primarily responsible for managing the day-to-day operations of the Front Office, bell stand,  valet team, and beach attendants. They are responsible for assisting the Front Office Manager in regards to scheduling, inventories, training new staff to Hotel standards, resolving customer challenges, and aiding in all departments.

 We See You & We Want You On Our Team!

As the Hotel Front Deks Supervisor you are often the first point of contact for the front office. You are in a unique position that will require you to interact with team members, guests, and stakeholders. You have an optimistic outlook that helps to keep morale high and are a positive influence on others. You react well to challenges and anticipate needs. You possess the initiative to prioritize requests and find ways to streamline workflows. You maximize effectiveness. You are accessible both in terms of availability and in terms of having a warm, approachable personality.

  Do you love providing exceptional service to guests? Surprise, delight, and service is your specialty! All hospitality experts and professionals encouraged to apply -

Competitive Pay & Opportunities for professional & personal growth.
          $25 per hour DOE

Out-of-this-world benefits! Your Wellbeing is at the forefront of all that we do so we offer a variety of perks and benefits to take care of all of you.

It is important for us that you are doing the things you love to do inside and outside of work.  We value YOU, your mind, spirit, and the balance between work and LIVING.

If this sounds like your next dream job, learn more about the role below and apply online via the link today. We are looking forward to connecting with you! 

 Job Responsibilities:

• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.

• Observing guest reactions and conferring frequently with team members to ensure guest satisfaction.

• Maintain positive guest relations at all times. Resolve guest complaints to over-the-moon satisfaction.

• Follow Hotel policies with lost and found items.

• Adhere to Hotel requirements for guest and team member accidents or injuries and in emergency situations.

• Continuously promote sanitation, safety, and security efforts.

• Encourage Social Media/5-star compliments or reviews on OTA’s.

• Embrace and exemplify the SCP Culture & Core Values in your day-to-day job duties.

• Ensure security of guest room access.

• Responsible for maintaining an efficient and effective flow of information with guests, team members, managers, housekeeping, and other departments within the Hotel.

• Contact newly registered guests within specified minutes determined by property guidelines after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document all communication according to procedures.

• Monitor guest mail and ensure that it is processed according to procedures.

• Monitor communication logs and ensure that guest requests are followed up within specified minutes determined by property guidelines.

• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these solutions. 

• Ensure that current information on rates, packages, and promotions is available at the Front Desk and that all staff is knowledgeable on such.

• Maintain complete knowledge at all times of:

  • All Hotel features/services, hours of operation.

  • All room types, numbers, layout, decor, appointments, and location.

  • All room rates, special packages, and promotions.

  • Daily house count and expected arrivals/departures.

  • Room availability status for any given day.

  • Scheduled in-house group activities, locations, and times.

  • All Hotel and departmental policies and procedures.

• Participate in the development and implementation of strategies for the front office, bell stand, concierges, etc.

• Monitor the Hotel front entrance and resolve any congested situations.

• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.

• Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.

• Monitor and ensure that express check-outs are processed through the system.

• Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:

  • Contracted banks.

  • Shortages/overages.

  • Late charges.

  • Petty cash/paid outs.

  • Adjustments.

• Inspect, plan and ensure that all materials and equipment are in complete readiness for service.

• Maintain knowledge of correct maintenance and use of equipment.

• Maintain knowledge of and comply with all departmental policies, service procedures, and standards.

• Access all functions of the computer system.

• Assist in providing suitable training, reinforcement, and coaching for team members, as necessary.

• Collaborate with Manager to guide and direct team members to achieve established goals and objectives.

• Promote teamwork and quality service through daily communication and coordination with other departments.

• Cultivate collaborative, mutually supportive relationships with other departments and co-workers.

• Monitor team members' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective team members. Report discrepancies to Manager. 

• Assist in the preparation of and communicate any adjustments to the weekly work schedules in accordance with staffing guidelines and labor forecasts.

• Coordinate breaks and assign work duties to team members. 

• Ensure that team members report to work as scheduled. Document any late or absent team members. Report attendance issues to Manager. 

• Participate in pre-shift meetings with team members and review all information pertinent to the day's business.

• Assist team members with their job functions to ensure optimum service to guests.

• Cultivate the SCP Culture & Core Values by leading our team members to a deeper understanding of our brand. Encourage team member buy-in and reward team member ownership of the SCP Culture.

• Other duties as assigned.

 Job Requirements

• Must be a United States citizen or possess a valid work permit.

• Must be able to read, write, and speak English. Fluency in other languages is beneficial.

• Must be able to accurately follow instructions, both verbally and written.

• Ability to work a flexible schedule that may include evenings, weekends, and holidays.

• Must be able to work in a fast-paced environment with urgency and empathy. 

• Outstanding coordination and multi-tasking abilities.

• Professional in appearance and demeanor.

• Ability to learn, understand, and work within POS, PMS, CRM, and other Hospitality specific software systems. 

• Proficient in handling various office equipment, including phone systems and computer software (e.g., MS Office, appointment scheduling software).

• Must have general computer skills including Microsoft Office and Google Suite. 

• Leadership qualities, including the ability to motivate, mentor, and guide team members to achieve their best performance.

• Punctual, dependable, and professional with a strong sense of responsibility and integrity.

• Must have the ability to deal effectively and interact well with guests, vendors, and team members.

• Must have the ability to resolve problems and/or conflicts in a diplomatic and tactful manner.

• State Alcohol Serving Certificate.

Supervision

• Reports to the AGM

Education and Experience

• High school diploma or equivalent.

• Previous customer service experience required.  

• Previous Front Desk experience/Hospitality preferred.