The Monterey Plaza Hotel & Spa is a luxury property within the Woodside Hotel Group collection. This 290 room property has four penthouse suites, over 17,000 square feet of meeting space, expansive exterior space known as the Plaza, the Promenade and the Terrace, and an award-winning food and beverage program. Banquets, Schooners Coastal Kitchen and Bar, Helmsman Lounge, Tidal Coffee, and Room Service provide guests, groups, and local visitors numerous dining options. Vista Blue Spa offers a wide array of services in an outstanding location on the penthouse suite level and hosts the Fitness Center in addition to retail and sundries. The Monterey Plaza Hotel & Spa is the only Forbes 4-Star property in Monterey, which it has earned annually since 2009. The Monterey Plaza's mission is to consistently operate as one team, to produce raving fans, loyal guests and associates while achieving annual financial expectations. Enthusiastically taking care of our guests defines hospitality at our property.We are seeking a Front Desk Supervisor to join our award-winning team.The Front Desk Supervisor assists in the effective management and direction of the Front Office by providing quality service to the guest, excellent leadership to the employees, monitoring and maximizing room revenue to ensure a profitable operation.ESSENTIAL DUTIES AND RESPONSIBILITIES
- Communicates all information regarding property promotions to the necessary departments and to the Front Office staff.
- Assists in training and supervising the Front Office staff. Provides feedback to the Front Office Manager for performance evaluations and coaches employees when necessary.
- Reviews the group resumes, event schedules and daily reports and communicates all necessary information to the Front Office and communicates any special requests to the staff to ensure a smooth operation.
- Fields Guest complaints, conducting through research to develop the most effective solutions.
- Listens and extends assistance in order to resolve problems such as rate conflict or facilities issues.
- Inputs and retrieves information from the computer system for file maintenance, correspondences and preparation of all Front Office reports.
- Participates and assists in the Front Office staff meetings for the purpose of keeping the staff informed, providing training and to create a positive work environment.
- Runs necessary reports to monitor accuracy of data entry to avoid reservation duplications.
- Assists in the supervision of the Front office, to include enforcing service standards and in the training and motivation of the staff.
- All other duties as assigned by the supervisor.
Regular attendance in conformance with the standards, which may be established by the Hotel 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.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.Upon employment, all employees are required to fully comply with the hotel rules and regulations for the safe and efficient operation of the hotel facilities.SUPERVISORY RESPONSIBILITIES Assists in the supervision of employees in the Front Office. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; directing work; addressing complaints and resolving problems.QUALIFICATIONSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to use a moderately complex computer system.
- Ability to provide accurate information and respond to questions from managers, clients, customers, and the general public.
- The ability to effectively deal with employees and customers some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.
- Able to create Front Office reports, business correspondences and memos.
- Basic math skills.
- Excellent organizational skills.
- Ability to read, listen and communicate effectively in English.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Meets legal age requirements for the position.
EDUCATION and/or EXPERIENCE Any combination of education and experience equivalent to a high school diploma or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma is preferred. One-year previous Front Office experience is preferred.CERTIFICATES, LICENSES, REGISTRATIONS None RequiredPHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to sit; stand, walk, use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds and rarely lift and/or move up to 50 pounds. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The noise level in the work environment is usually quiet.GROOMINGAll employees must maintain a neat, clean and well-groomed appearance (specific standards available.)PAY SCALE The pay scale for this position is $24.70 per hour with the position being eligible for a potential increase after six months. Monterey Plaza Hotel & Spa is an equal employment opportunity employer. Company policy prohibits unlawful discrimination based on race, color, national origin, ancestry, ethnicity, religion (including religious dress and grooming), sex, gender, sexual orientation, gender identity (including gender-related appearance and behavior), partnership status, pregnancy (childbirth, breastfeeding, or related medical condition), age, physical or mental disability, medical condition, military or veteran status, status as a victim of domestic violence, sexual assault, or stalking, genetic information, marital status, ethnicity, alienage, citizenship status or any other protected classification, in accordance with applicable federal, state, and local laws. Consistent with the American's With Disabilities Act, applicants may request accommodation needed to complete the application process. Please contact the People and Culture Department if you have any questions regarding this policy.