Descripción de la Oferta

The Front Office is the face of Rancho Santana. Generally speaking, this department is the "nerve center" of the entire operation of Rancho Santana Vacation Rentals and non-RSVR guests, as all transactions pass through within or through this department. The Front Desk is primarily responsible for checking in guests and RSVR owners when they arrive, taking care of requests during their stay, and checking out guest/owners when they depart, as well as being knowledgeable and friendly ambassadors of the Ranch. The Front Office Department aims to provide a personalized and consistent experience that exceeds every guest's expectations, creates long-term relationships, and generates future business. This position supports the Director of Front Office and Front Office Manager in the daily front office operations, while supervising front desk staff, daily activities and guest issues.


Duties & Responsibilities
? Guest Relations
o Act as front of house supervisor for the hotel and provide excellent customer service.
o Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to guests.
o Resolve complaints, problem-solve disturbances, tend to any special requests or other issues that may arise in a quick, efficient manner to maintain a high-level of customer satisfaction and quality service.
o Constantly review reservations, especially VIP arrivals, special requests and repeat guests or owners.
o Work with event staff and Front Desk Manager to ensure all group reservations are thoroughly looked after, both before arrival, during their stay, and after departure.

? Staff Support and Training
o Act as a role model, sharing expertise and continually inspiring the front office team.
o Monitor and supervise activities of all employees in the front office making sure they adhere to guidelines and hotel policies and procedures, correcting and coaching when needed.
o Train new staff on systems, operations and general expectations.
o Act as liaison between front office management and staff.
o Provide feedback to front office management on areas improvement, consistently looking for ways to improve internal operations and ultimately, the guest experience.

? Administration
o Ensure accurate execution of financial and operational transactions across all systems.
o Control cash transactions at the front desk and own complete responsibility for petty cash bank as specified by hotel bank agreement policy.
o Update front office materials and documents.
o Assist in scheduling of front desk staff.
o Manage front office inventory.

Skills & Requirements
? Exercise good judgment and maintain confidentiality in maintaining critical and sensitive information, records, and reports.
? Extreme attention to detail.
? Fun, dynamic, good sense of humor. Must possess excellent interpersonal skills with above average communication and observation skills, and contribute an energetic and positive attitude to the hotel atmosphere.
? Ability to work effectively under pressure and have the ability to handle high volumes of challenging interactions with professionalism.

Education & Experience
? Experience in customer service. Successful history as a front desk supervisor/manager or related hospitality experience preferred.
? Fully bilingual English/Spanish (written and spoken).
? Bachelor degree in business administration, hotel administration, sales and/or marketing preferred.

Work Schedule
? Varies according to the department’s needs.
? Generally 5 days a week, 40 hours. Subject to 48 hours a week.

Experiencia Requerida

Educación Superior

Educación Secundaria

Lenguajes