Operations Supervisor: SEVEN & The Villas

Benchmark La Cantera Resort & Spa San Antonio, TX

About the Job

Benchmark’s company culture is central to our management philosophy. The company’s stated purpose is “to provide an entrepreneurial environment where determined people dare to create, share, and build futures.

To be the “benchmark” by which all others are judged takes passion, courage, and dedication. We invite you to explore our extraordinary offering of unique opportunities, all with a common goal of providing an unforgettable journey.

Job Description Summary:

As the Seven and Villas operation supervisor you will assist and help your team with check-in/check-out resort guests courteously and efficiently; process all payments according to established La Cantera Resort & Spa requirements. Provide information and assistance to all guests and visitors. Act as Manager on Duty for all Villas Front Office operations.
The Villas operation Supervisor shall strive to provide exceptional service to both internal and external guests at all times. S/he will be responsible for exemplifying the La Cantera Resort and Spa Culture as the Employer of Choice!

Job Description:

Essential Job Functions:

  • Ensures that all room discrepancies are cleared
  • Oversees blocking of special room requests for next day’s arrivals
  • Coordinates and oversees the daily bucket check
  • Maintains a neat and orderly control desk and area
  • Consistently presents a polished and professional role model image to guests, coworkers, and other departments
  • Complete job duties as listed on their shift checklist in a timely manner and alerts manager or supervisor if assistance is needed
  • Coordinates out of order rooms with housekeeping
  • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards
  • Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
  • Maintain positive guest relations at all times
  • Resolve guest complaints, ensuring guest satisfaction
  • Monitor and maintain cleanliness, sanitation and organization of assigned work areas
  • Maintain complete knowledge at all times of:

All hotel features/services, hours of operation

-All room types, numbers, layout, decor, appointments and location

-All room rates, special packages and promotions

-Daily house count and expected arrivals/departures

-Room availability status for any given day

-Scheduled daily group activities

  • Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times
  • Meet with Supervisor to review daily assignments and priorities
  • Access all functions of computer system
  • Set up work station with necessary supplies
  • Promote positive guest relations to all individuals approaching the Front Desk
  • Process all guest check-ins
  • Confirm reservation in system and review all noted information
  • For guests without a reservation, sell a room type agreed upon
  • Register guest in the computer and generate a registration card
  • Verify registration card information with the guest
  • Obtain back-up information for guest credit/payment method and input into system; collect cash when designated
  • Advice guest of any messages, mail, faxes, etc. received for them
  • Communicate services and amenities of the hotel to guests
  • Obtain proper identification for tax exempt guests and attach form to registration card
  • Direct Bell Person to escort guest and transport their luggage to the room
  • Maintain guest history files on all guests
  • Communicate VIP arrivals to designated personnel for escort and delivery of amenities
  • Set up accurate accounts for each guest checking in according to their requirements (i.e., share
  • with, separate room/tax/incidentals, comp)
  • File registration cards and vouchers in bucket by room number
  • Accommodate room changes
  • Document all guest requests, complaints or problems
  • Take record and relay messages accurately, completely and legibly
  • Offer detailed information on the voice mail system to callers and guests wishing to leave
  • message
  • Accept and record wake-up call requests
  • Document and confirm reservations and cancellations.
  • Block rooms in computer and follow through on designated requirements
  • Pre-register designated guests and prepare key packets
  • Communicate pertinent guest information to designated departments/personnel (i.e., special
  • requests, amenity delivery)
  • Generate, print and distribute daily and weekly reports
  • Resolve discrepancies on the room status report with Housekeeping
  • Match the bucket check to in-house guest ledger report; report discrepancies to Manager
  • Process check-outs
  • Resolve any late charges
  • Present folio to guest and resolve any disputed charges
  • Settle guest accounts
  • Retrieve guest room key from guest
  • Solicit guest comments on their stay
  • Process express check-outs
  • Handle requests for late check-outs.
  • Conduct group check-ins/outs
  • Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information
  • Adhere to all cashiering procedures:
  • Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges
  • Make change for guests
  • Run closing reports
  • Count and secure bank
  • Complete designated cashier reports
  • Balance receipts
  • Assist with Reservations calls. Handle all internal and guest called
  • Assist in other Front Desk areas as assigned
  • Legibly document maintenance needs on work orders and submit to Manager

Experience and Education:

  • High school graduate or equivalent vocational training certificate
  • Compute basic arithmetic
  • 2+ years of Front Desk experience required
  • 1+ years of Front Desk management experience required
  • Maintain confidentiality of guest information and pertinent hotel data
  • Ability to input and access information in the property management system/computers/point of sales system
  • Excellent phone & verbal communication skills
  • Flexible schedule

Job Requirements:

  • Must be a United States citizen or possess a valid work permit 
  • Must be at least 18 years of age  
  • Must be able to work well under pressure 
  •  Must be able to accurately follow instructions, both verbally and written  
  • Must be highly detailed orientated  
  • Must be able to work in a fast paced environment  
  • Must have excellent listening skills  
  • Must possesses excellent communication skills  
  • Must be professional in appearance and demeanor  
  • Must always ensure a teamwork environment  
  • Ability to work a flexible schedule that may include evenings, weekends and holidays  
  • Must have the ability to deal effectively and interact well with the guests and associates  
  • Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner  
  • Must have a passion for creating an exceptional experience for all guests 

Working Conditions:

  • Must be able to stand on feet throughout the shift, with intermittent periods of walking and stair climbing. 
  • Must be able to frequently lift and carry up to 25 lbs at shoulder height  
  • Must be able to frequently lift and carry up to 50 lbs;  
  • Must be able to bend, squat, push and pull frequently;  
  • Must be able to perform simple grasping, fine manipulation, squeezing, overhead reaching and repetitive hand & arm movements frequently.