Rooms Division Supervisor at Charlestowne Hotels – Visalia, California

Pay range 22 per hour

Room Division Supervisor

The Rooms Supervisor is responsible for assisting in operation and administration of Front Office, and Housekeeping. This position will oversee, supervise, train and inspect the performance of assigned Housekeeping staff and Front Office staff ensuring that all procedures are completed to the established standards. This person will assist where necessary to ensure optimum service to guests.

QUALIFICATIONS (Education, Knowledge, Training, & Work Experience)

• Prior experience required.
• Excellent customer service skills.
• Knowledge of proper cleaning techniques and chemical handling, requirements and use of equipment.
• Fluency in English both verbal and non-verbal. Provide legible communication.
• Computer mathematical calculations.
• Ability to perform job functions with attention to detail, speed and accuracy.
• Ability to maintain confidentiality of guest information and pertinent hotel data.
• Ability to ascertain departmental training needs and provide such training.
• Ability to direct performance of staff and follow up with corrections when needed.
• Ability to input and access information in the property management system/computers.

BASIC FUNCTION

• Work alongside Guest Service Agents to ensure the accurate completion of shift checklists.
• Assist in the ongoing training and development of team members in order to increase their productivity and guest service effectiveness.
• Identify strengths and weaknesses, recognize “teachable moments”.
• Give arriving guests a verbal orientation of the hotel and all hotel amenities while providing information on our history, mission, specific location.
• Answer all phone calls (internal and external) promptly and knowledgeably, always ensuring complete and accurate information.
• Promote teamwork and quality service through daily communications and coordination with other departments. Notify sales of any possible group and/or event inquiries/bookings.
• Clear, open and frequent communication is crucial to ensure that hotel services are coordinated to provide the best possible guest experience.
• Book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel in accordance with established standards using the hotel's reservations system.
• Up-sell rooms where possible to maximize hotel average room rate; utilize yield management strategies to ensure a full house whenever possible. Suggest alternate dates for sold-out periods.
• Process cancellations, revisions and information updates on changes within the reservations system.
• Assist in the updating/merging/completion of Guest Profiles to fill all mandatory fields.
• Review all arriving/departing Guest Profiles; research pertinent information/preferences.
• Build authentic rapport with all guests, recognizing repeat business.
• Provide accurate information about the city and the surrounding attractions when asked by guests; mail hotel-specific information sheets and brochures to guests as requested.
• Stay abreast of current rates, rate changes and all promotions; assist in rooms forecasting.
• Respond appropriately to guest complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Take ownership of the front office “zone” to ensure the area is clean, well-organized and all materials necessary for the completion of a successful shift are easily accessible and readily available; develop organization systems with your supervisor.
• Foster a pleasant work environment with positive energy, lead by example.
• Set the expectation that all internal correspondence, including shift emails, must be current, accurate and contain all pertinent pass-on information.
• Act as co-concierge with front office colleagues, using knowledge of immediate area, services, attractions and events to assist guests with local information and any concierge needs.
• Follow property-specific Standard Operating Procedures; provide input for revisions, new protocols.
• Working with your Manager, make necessary adjustments to SOPs to streamline and simplify.
• Learn to process TA Commissions, OTA Reconciliations.
• Be knowledgeable of fire and emergency procedures.
• Ensure all cash handling and credit policies are followed.
• Follow established key control policy.
• Monitor room availability throughout your shift, reviewing daily the selling status of the hotel.
• Build a strong working relationship with counterparts at hotels within our comp set.
• Supervise staff in the performance of all daily procedures to ensure they are performed to standards.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Prepare and distribute assignment sheets to assigned staff and review priorities.
• Inspect guest rooms, guest corridors, elevator foyer area, vending area, service area including linen closet, staff restroom and storage area.
• Inspect public areas/bathrooms, restaurants, offices and service areas after being cleaned by respective personnel, using designated checklists.
• Assist staff with their job functions where needed to ensure optimum cleanliness and service standards for guests.

HOTEL SPECIFIC ESSENTIAL FUNCTIONS

• Respond to any reasonable task as assigned by the manager.
• Aid guests in locating other areas of the hotel (walk them to destination if possible).
• Familiarity with parking validation procedures.
• Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.
• Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.
• Develop and maintain positive working relationships with others; support the team to reach common goals; listen and respond appropriately to the concerns of other employees.
• Ensure adherence to quality expectations and standards; identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
• Perform all other duties as directed by immediate supervisor.
• Perform duties in other departments, to include one shift in Housekeeping, as needed.

ENVIRONMENT and POSITION ANALYSIS

• Move, bend, lift, carry, push, pull, and place objects weighing up to 50 pounds without assistance.
• Stand or walk for an extended period or for an entire work shift.
• Requires repetitive motion.