Front Desk Supervisor

Breathe deeply, dream wildly, and discover a soulful sanctuary where finding yourself comes naturally. Magic sits around every corner and within every conversation. It enchants through the charm of Los Peñasquitos Canyon and the sunshine of San Diego. It’s where classic meets cool, the fine unwinds into fun and inspiration leads to immersion. 

Bask in the San Diego sunshine and enjoy our five-star setting at Fairmont Grand Del Mar. Immersed in nature, the resort hosts 249 elegantly appointed guestrooms and suites, an 18-hole private Tom Fazio-designed golf course, a five-star spa and offers two dozen weekly outdoor activities across the 400 acres of dramatic canyon scenery including yoga, meditation and archery. The Grand includes six different dining venues, including San Diego’s only three-Michelin starred restaurant, Addison.  

Growth and advancement are not only accessible but actively encouraged. We promote a balanced life for our colleagues and continually seek new ways to enhance our environment and support our beautiful home of San Diego. 

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide for you and your family
• Learning programs through our Academies designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities
• Career development opportunities with national and international promotion opportunities. The sky is your limit.

Rate of Pay: $24.04/hour USD

Responsibilities

15% Arrive at workplace on time in full uniform prepared with tools and all equipment needed for service. Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment. Review the room availability and check status of departures on a daily basis. Relay all pertinent information to the Front Desk Agents, the following shift supervisor, Front Desk Manager, and all relevant areas in the rooms division.

35% Supervise, coach, and mentor the Front Desk Agents ensuring the correct sequence of events for proper registration and checkout of guests. Assign breaks and specific tasks relative to credit, missing addresses, printing registration cards, registering and keying guests, creating check-in packets, posting charges, and overall cleanliness and organization of the Front Desk. Manage staffing levels as occupancy fluctuates. The number one priority is to be driving the standards while out on the floor with the Front Desk Agents. When observing the associates, ensure efficient guest registration, check out, and telephone service. Ensure that their duties are completed in accordance with established policies, procedures, and standards.

25 % Handle any guest challenges that may arise. Resolve any guest opportunity to ensure complete guest satisfaction. Then use opportunity as a training tool for the Front Desk Agents so the problem does not arise again. Create a welcoming environment for all guests and patrons; assure that all guests are acknowledged

while in the lobby either verbally or visually (adhering to the 15-5 rule). Accept requests from guests regarding luggage handling and storage, delivery of items. Maintain all logbooks, keeping them accurate, updated and in good order. Resolve guest and employee concerns expeditiously in a manner, which is beneficial to all involved.

15% Conduct daily pre-shift meetings. Participate in ongoing training of associates for continued performance improvement. Recognize outstanding performance by service personnel and handle discipline as per standard operating procedures. Inspect associates’ uniforms and operational departmental areas for cleanliness and organization, correcting as necessary and communicate expectations of these areas to the staff.

10% Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests.

In addition, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the Resort:

• Maintain a daily log of all guests’ opportunities with corrective action steps. Follow-up on any unresolved situations in a timely manner and pass on appropriate information to other Managers for handling.
• Any other duties as assigned by the Director of Front Office.
• When necessary, actively contribute to the successful operation of the resort by labeling, handling, and/or storing guest luggage or delivering guest items on request. Support bellman, doorman, valet, and concierge desk as needed.

Regular attendance is essential to the successful performance of this position.

Due to the fluctuation in business levels in the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the Resort, this may include overnight shifts, weekends and holidays. In addition, attendance is required at all scheduled training sessions and meetings.

All colleagues must maintain a neat, clean and well-groomed appearance per The Grand Del Mar grooming standards.

Upon employment, all employees are required to fully comply with company rules and regulations for the safe and effective operation of the Resort’s facilities. Employees who violate Resort rules and regulations will be subject to disciplinary action, up to and including termination of employment.

• Two-year hotel Front Office experience in a luxury Hotel.
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• High school or equivalent education required.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written
• Must possess basic computational ability.
• Must possess basic computer skills.
• Ability to supervise subordinate staff, including, but not limited to, assignment of duties, evaluating service and taking disciplinary action when necessary.
• Ability to solve problems and make rational decisions.
• Knowledge of Resort operations, its services, and facilities.
• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.

Our commitment to Diversity & Inclusion: We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. Fairmont Grand Del Mar is proud to be an Equal Opportunity Employer. EOE/M/F/D/V

Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities. By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS