Front Desk Supervisor (Overnight) - Langham Huntington Pasadena

About Langham Hospitality Group
    A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

  The Langham Huntington, Pasadena, Los Angeles is located in Pasadena, California, in the heart of an upscale residential neighborhood bursting with historic gems like Albert Einstein's former residence and famous film locations including the homes from Mad Men and Father of the Bride.
  Just up the street you'll find Pasadena's vibrant shopping and entertainment district boasting theaters, boutiques, incredible restaurants and world-class museums. And the hotel is just a short drive from the rest of Pasadena's must-see spots including the Rose Bowl stadium, The Huntington Library, Descanso Gardens, Kidspace Children's Museum and much more.
  Check out what’s nearby, or inquire with our concierge team for recommendations on what to see, eat, and do in Pasadena and nearby Los Angeles.  

DEPARTMENT:            Front Office

JOB TITLE:                  Front Desk Supervisor                    

REPORTS TO:              Front Desk Manager

SUPERVISES:              Front Desk Staff

 

PRIMARY OBJECTIVE OF POSITION:

Responsible for supervising the daily operation and act as a key point of contact for staff. Post and balance charges and settlements in a timely and efficient manner.  Ensures that all incoming calls, emails, reservation inquiries and guest’s requests, departmental requests are handled in an efficient, courteous and professional manner in order to achieve maximum customer satisfaction while complying with brand standards. 

RESPONSIBILITIES AND JOB DUTIES:

• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
• 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. Promote Langham marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Requires continual standing and movement throughout front office area.
• Verify and swipe credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler’s checks, and other forms of payment. Convert foreign currency at current posted rates. 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 communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Receive wake-up call information, input cautiously in to the automated wake-up system and verbally confirm time to guest.
• Understands the hotel product in depth; stays updated with new information and seasonal changes.
• Knows the opening hours of all outlets and facilities; is familiar with all in-room amenities.
• Ensures proper working condition for all relevant systems and hardware, including printer, voice mail, and music on hold.
• Follows up as necessary with other departments, including Housekeeping, Front Office, Food and Beverage, and Engineering.
• Updates department office board with on-day information, including on-day bedding situation, daily room rates, stock inventory, weather, any F&B promotions, and other special highlights.
• Screens telephone calls, collects essential information, and routes caller to respective extensions when necessary (e.g. banquet event enquiry).
• Assists guests with all inquiries, and follows up with other departments or external vendors when necessary; accommodates special requests as often as possible.
• Is familiar with the use of the virtual payment terminal for payment handling and cashier settlements.
• Log and follow up on the completion of all internal and external requests. 
• Briefly answer basic inquiries, e.g., time, extension numbers, outlet hours, etc.
• Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately in accordance with established procedures.  Initiate emergency response as necessary and legibly document pertinent details.
• Remain calm and polite especially during emergency situations and/or heavy hotel activity.
• Resolve complications and complaints such as missed wake up calls, service failures or missed messages using previous experience and good judgment. 
• Have the good judgment to escalate pertinent issues to management.
• Prepare summary reports of daily activity and send to management. 
• Be responsive to guest’s requests by communicating their needs to appropriate departments in a prompt and courteous manner.
• Other duties and special projects as assigned by manager, such as room reservations processing, selected GSA function, Call Center, and Food & Beverage operations.

PHYSICAL DEMANDS:

• Requires sitting for long periods of time with little latitude for movement.
• Requires the ability to speak clearly and with good diction.
• Requires the ability to receive and proves oral data rapidly and accurately.
• Lifting of 20 pounds with carrying of objects such as dockets, ledgers weighing up to 10 pounds.
• Physical activities include sitting, bending, reaching, fingering, feeling, handling, grasping, lifting, carrying, touching, seeing, hearing, and talking.

SPECIAL SKILLS REQUIRED:

• Ability to effectively deal with employee and guests, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information.
• Considerable ability to listen effectively and speak English clearly on the telephone in a polite and understandable manner is required.
• Ability to access and accurately input information using a moderately complex system required.
• Ability to read the English language to fully comprehend and communicate clearly all guest messages.
• Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other employees.

EDUCATION REQUIRED:

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 skill and abilities.  High school diploma preferred.

EXPERIENCE REQUIRED:

Prior hospitality and/or communications experience preferred.

LICENSES OR CERTIFICATES:

No special licenses required.

 

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor. Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise, each colleague remains, always, an “at will” colleague. 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The employer will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. 

      SALARY RANGE: $29.00 - $32.63