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Front Office Supervior - Radisson Blu Anaheim

Position Summary

Stylish and sophisticated, the Radisson Blu Anaheim. Upper-upscale hospitality. Stunning world class design and service.

Key Responsibilities
Provides employees with the information needed to perform their job effectively

• Orients employees to the department and hotel and provides on-the-job training on job responsibilities

• Prioritizes and assigns work

• Provides feedback to the employee and department manager on the employee’s performance of job responsibilities

Ensures smooth daily operations and communications

  • Responds to customer inquiries for information
  • Arranges for services requested by the guest by working with other departments as appropriate
  • Stays current with developments in the hotel by reviewing and updating the communication log
  • Assists in relocation of guests during sold out nights, and will liaise with management in this matter
  • Close communication with all other departments as needed to ensure the highest level of guest satisfaction
  • Monitor and maintain cleanliness, sanitation and organization of assigned work areas
  • Communicates all operational events during the shift handover, and will follow up with any pending items.
  • Ensures correct filing and updated information in correspondence with paperwork and systems

Takes care of guests and guest requests

  • Handling heavy guest call volume related to housekeeping, engineering, room service, etc
  • Place room service orders via hotel computer system
  • Process all guest calls related to housekeeping and engineering, follow up to ensure complete guest satisfaction
  • Anticipates guests needs promptly, acknowledge all guests however busy at any time
  • Monitors guest complaints, comments, problems and requests
  • Assists guests with transportation requests like parking, rental cars, airline and train reservations
  • Follows up on guest reservation with the reservations department on open issues (correspondence, billing queries, comp rooms etc.)
  • Accepts and records wakeup call requests and communicates them to PBX
  • Relief back up to PBX Operator during high call volume periods

Ensures  guest records are updated

  • Maintain positive guest, resident and employee relations at all times
  • Develop and maintain all guest profiles
  • Updating and communication of guest preferences, incidents and requests as well as special arrangements for future reference.

Ensure proper accounting/ cashier procedures are followed  

  • Obtain assigned bank and ensure accuracy of contracted monies, keep bank secure at all times following hotel policy on cash bank
  • Provide guests with change as requested
  • Cash guest’s traveler’s checks as per Radisson Blu standard
  • Posts charges
  • Ensure after-departure-charges are posted as per policy
  • Drop receipts, balance report and funds collected during each shift
  • Complete designated cashier reports
  • Processes customer credit at check-in in accordance with hotel policy
  • Identifies and records special billing instructions and notifies Accounting

Creates 100% guest satisfaction by providing the Radisson Blu experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations

  • Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
  • Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
  • Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis
  • Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
  • Performs other duties as required by Management to provide 100% Guest Satisfaction and genuine hospitality to our Guest.

Requirements/Skills

  • Excellent attention to detail
  • Must possess the ability to handle multiple tasks
  • Excellent communication and interpersonal skills
  • Ability to effectively communicate with guests, team members and department managers
  • Must possess a strong team spirit
  • Commitment to exceptional guest service A positive attitude
  • Adhere to the policies and procedures of the hotel
  • Ability to work a flexible schedule:  mornings, evenings, swing shifts, holidays and weekends
  • Basic math skills

Physical Demands

  • Ability to stand for long periods of time
  • Ability to life up to 50 pounds
  • Ability to push/pull up to 100 pounds
  • Ability to reach and bend
  • Good manual dexterity for the use of common office equipment

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