Front Desk Supervisor

Overview

Are you ready to help shape the future Portland’s riverfront hospitality landscape? CoralTree is seeking a Front Desk Supervisor to join our team at RiverPlace Hotel located in Portland, OR. As a Front Desk Supervisor you will provide exceptional service to both internal and external guests at all times. They will be responsible to assist in providing leadership, guidance, and support to the front desk team in the areas of guest service, training, scheduling, and performance management for the overall successful day-to-day operations. They often provides the first point of contact for guests and is responsible for creating an excellent, memorable first impression. The Front Desk Supervisor is fully committed to ensuring that all procedures are performed to the department and property standards and serve as an ambassador for the property.

 

About the Property:

RiverPlace Hotel boasts 85 upscale guest rooms and suites. The hotel is a short walk from the Tom McCall Waterfront Park in Downtown Portland. The hotel offers a quieter side of downtown Portland where waterfront paths, marina views, and city bridges all make up the experience of the hotel’s overlook of the Willamette River. The waterfront RiverPlace Kitchen + Bar offers a diverse menu specializing in fresh seafood and alfresco dining. Guest’s favorites include the communal living room and urban landscape.

 

As a valued member of the CoralTree team, you'll receive a comprehensive benefits package that includes:

• Group medical, dental, vision, life, and disability benefits.
• Participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement
• An employee assistance program.
• Paid time off/sick time
• Participation in a 401(k) plan with a company match.
• Team Member Free Room Night Program.

 

Responsibilities

This is not an all inclusive list of responsibilities but some responsibilities include:

• On a day-to-day basis, supervise the Front Desk, PBX and Night Audit staff on daily departmental objectives and work to maximize guest satisfaction.
• Assist with scheduling of Front Desk, Bell Staff, Concierge, PBX and Night Audit
• Training, supervising and motivating all Front Office team members
• Ensure checklists are completed and up to the Front Office standards;
• Create and maintain standard operating procedures;
• The ability to display a high degree of professionalism, maturity and integrity as a representative of the RiverPlace Hotel Front Office Team
• Daily reporting of Front Office performance to all Front Office Management, including issues needing to be addressed above the supervisory level and reporting of Front Office Activities and needs for the following shifts
• Running daily Auditor Bucket Check Reports to determine reservations for the day are all appropriately in the system, including leisure, complimentary, group and owner
• Maintaining knowledge and anticipating all Guest Service needs for all arrivals, departures, VIPS and incoming group business
• Reviewing Front Desk and Night Audit’s daily checklists, service logs and post shift checklists to ensure accuracy and follow up.
• Resolving guest issues with the ability of turning a negative experiences to a positive experience
• Monitoring staff performance – counseling and assistance with corrective action when needed
• Creating and sustaining relationships with other departments at the resort
• Attend to crisis and emergency situations and perform service recovery
• Communication with all departments regarding in house and arriving VIP’s, and any special needs
• Monitoring room inventory and making decisions based on occupancy levels, guest satisfaction, and other departmental functions 
• Ensuring that all Front Office team members are in proper uniform, and have performed all duties associated with their shift
• Ensuring that the Front Office and Lobby are neat and clean at all time
• Assisting with phones; taking reservations, guest requests and inquiries
• Completing shift checklist and necessary reporting
• Monitoring guest accounts and room inventory
• Assist in other duties as needed and requested
• Other duties as assigned

Qualifications

• Minimum 2 years of experience in a hospitality environment
• Minimum 1 year of experience with HMS (Infor) or other related hospitality property management system preferred
• Strong attention-to-detail
• Proven guest service skills, including experience in descalting situations
• Ability to work a flexible schedule including evenings, weekends, and holidays
• Ability to work in a varied and changing environment
• Excellent time management skills

* The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.