Job description

JOB DESCRIPTION

Are you ready to be a part of an exciting opportunity?

LIT Property Group is currently seeking a strong, friendly, and passionate Guest Service Supervisor to work with their 3 premier boutique hotels. The Paloma Resort, Limon and The Twist are backed by seasoned hoteliers with successful hotel operations in southern California and Palm Springs and each property has its own personality and character that are second to none.

The Guest Service Supervisor is responsible for assisting all operational functions and staff but specifically supervising the Guest Services/Front Desk team. This person will be a true self-starter, reporting directly to the Area General Manager. We are looking for someone eager to learn and grow with a fast-growing organization that will provide career growth opportunities.

ESSENTIAL FUNCTIONS

Ensure guest welcome process is followed by all associates, 15/10 rule is being followed by all associates, check out is efficient, and telephone service is courteous and professional. Observe guest service champions (agents) and ensure that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification, input of personal information, and credit are established and all posting, rate schedules, packages, cash transactions, account settlements and deposits are handled correctly.

Observe guest service/front desk and telephone attendants and ensure that their duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, calls are handled both courteously and professionally stating first name, calls are answered on a timely basis and the proper greetings are used, messages and faxes are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through to guest and time of tasks completed are ensured.

Direct and train guest service champions. Assist in new-hire and on-going training. Direct and assist guest service champions in organizing breaks, ensuring that all work is completed efficiently and according to schedule.

Arrive at workplace on time in full uniform prepared with tools and all equipment needed for service. Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment. Review the daily room availability and inform staff in pre-shift sessions. Check status of departures on a daily basis. Rooms for public access are open and closed on time as well as operated efficiently. Make sure all stock for guest service operation are available and ordered as necessary. Relay all pertinent information to guest service champions and Night Audit. Ensure Night Audit is processing all tasks correctly and completely.

Ensure all necessary reports, time edits are completed on a daily basis, Daily Department Associate Audits, and forms are completed daily. Track and log all upgrades, call offs, and guest complaints. Complete and present performance reviews as well as proposals for increases. Prescreening front office applicants, reference checks, new hire paperwork, and all associate paperwork for payroll processing.

OTHER

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

Upon employment, all employees are required to fully comply with LIT Property Group rules and regulations for the safe and effective operation of their hotels’ facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the Area General Manager based upon the particular requirements of the hotel:

- This position will require associate to train during the overnight hours in order to have a clear understanding and successfully complete a Night Audit shift when the need should arise.

- Assist Guest Relations/Receivables as necessary.

- Any other duties as assigned by the Area General Manager.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

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 some other combination of knowledge, skills, and abilities:

- Must be able to speak, read, write and understand the primary language(s) used in the workplace.

- Must be able to read and write to facilitate the communication process.

- Requires good communication skills, both verbal and written.

- Extensive knowledge of the hotel, its services and facilities.

- Must have excellent customer relations skills and leadership capability.

- Must be detail oriented with outstanding organizational and communication skills.

- Must possess basic computational ability.

- Must possess basic computer skills.

- Must have excellent leadership capability and customer relations skills.

- Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.

PHYSICAL DEMANDS

- Must be able to sit at a desk for up to 4 hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task.

- Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.

- Must be able to lift up to 15 lbs. occasionally.

- Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.

- Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.

- Vision occurs continuously with the most common visual functions being those of near vision and depth perception.

- Requires manual dexterity to use and operate all necessary equipment.

- Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

ABILITY TO RELOCATE/COMMUTE:

- Palm Springs, CA 92262 and Cathedral City, CA 92264: Reliably commute or planning to relocate before starting work (Required)

QUALIFICATION STANDARDS

Education & Experience

- High School diploma or equivalent required.

- Front desk experience required.

- 1-2 years supervisory experience preferred.

- Experience at a property of similar size and quality preferred.

Job Type: Full-time

COMPENSATION

- $22.00 to $25.00 per hour based on experience

BENEFITS

- Paid time off

WORK LOCATION

- Could be at multiple locations between Cathedral City and Palm Springs

Job Type: Full-time

Pay: $22.00 - $25.00 per hour

Benefits:

• Paid time off

Schedule:

• Weekend availability

Ability to commute/relocate:

• Palm Springs, CA: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 2 years (Required)

Work Location: In person

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