Front Office Supervisor
Front Office Manager
USA- Mammoth Lakes, CA
At the Westin Monache Resort, Mammoth contemporary elegance redefines mountain lodging. The Westin Monache is Mammoth Mountain’s only luxury, 4 Diamond, full-service hotel offering gracious hospitality, a majestic setting and Westin’s standard of excellence. The Westin Monache Resort, Mammoth is just steps from the vibrant hub of The Village where visitors can revel in the charm of Mammoth’s pedestrian-only village, alive with fine restaurants, boutique shops, exciting nightlife and year-round special events. The resort is also located adjacent to the village gondola with direct access to the mountain.
The Westin brand is built on four unique differences - tradition, distinctive hotels, products and service. We look for 'people who make the difference', a Westin legacy where associates deliver a consistent and memorable level of service all the time.
Assumes responsibility for the Service Express Department and leads front office staff for successful guest relations and operations.
To assist guests, owners and other Westin Monache staff efficiently, courteously and professionally in in front office functions, while maintaining the resort's standards of service, quality and hospitality at all times. To ensure proper coverage in all front office related areas; in addition to responding to guest complaints and requests. Responsible for the overall direction, coordination, and evaluation of these units. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Must be able to hear harassment complaints and follow proper procedures.
Oversee guest registration and room assignments, accommodating special requests whenever possible. Assisting in pre-registration blocking and set up when needed. Coordinating pre-keying of group arrivals and remote check-ins.
Have thorough knowledge of resort, rates, packages, and discounts; how to handle them and how they relate to other departments.
Act as manager on duty when scheduled during PM Shifts.
Train as Night Auditor as part of the supervisor education and maintain proper coverage in department when night auditor is unavailable.
Be proficient in emergency operating procedures, training and education.
Have thorough knowledge of resort credit and check cashing procedures and policies and adhere to them.
Develop intimate knowledge of reservation computer system.
Develop intimate knowledge of unit locations, types and outlets, hours of operation and staff.
Notify housekeeping of early/late check ins and outs, and special requests.
Maintain a working knowledge of reservations department, accept same day and future reservations when necessary. Know cancellation policy.
Attend to Guest/Owner check outs and special handling of accounts, to include billing scenarios, city ledgers, multiple folios, transfers and disputed charges.
Have knowledge of standard operating procedures for safe deposit boxes.
Knowledge of operating procedures for mail, package and message handling.
Read and initial pass on log, read bulletin boards for updated information. Have available daily event sheets. Ensure all items on AM and PM shift checklists are accomplished.
Report any unusual occurrences and/or requests to management.
Assigns duties and shifts to workers and observes performances to ensure adherence to hotel policies and established operating procedures.
Answers inquiries pertaining to hotel policies and services.
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 Starwood rules and regulations for the safe and effective operation of the hotel’s facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.
While performing the duties of this Job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to walk. The employee is occasionally required to sit; climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
General Skills Description
High School diploma or general education degree (GRE); or one to three months related experience and or training; or equivalent combination of education and experience.
Valid driver’s license required with at least three (3) years driving experience and must meet company’s driving requirements.
Skills and Knowledge
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:
Generates creative solutions; Demonstrates attention to detail.
Focuses on solving conflict, not blaming; Listens to others without interrupting; Keeps emotions under control.
Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Participates in meetings.
Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively; Able to read and interpret written information.
Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Understand business implications of decisions.
Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Supports affirmative action and respects diversity.
Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence;
Prioritizes and plans work activities; Uses time efficiently.
Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
Follows instructions, responds to management direction; Takes responsibility for ones own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
Ability to read, interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
To perform this job successfully, an individual should have knowledge of Excel Spreadsheet software and Word Processing software, and have above average computer skill.
All employees must maintain a neat, clean and well-groomed appearance per Starwood standards.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.
The Westin Monache Resort is an Equal Opportunity Employer
Intrawest - 21 months ago