Customer Information Center Supervisor jobs in Petaluma, CA

The Lodge at Marconi is looking for an experienced Front Desk Supervisor to join our growing team. As a Front Desk Supervisor, you’ll be responsible for ensuring exceptional customer service, efficient operations, and hospitality excellence.

The property is undergoing an exciting renovation and will reopen on September 1st. Interviews will begin on July 17th and training will be scheduled in August.

• Assist with the day-to-day supervision of the front office operations
• Be an expert and demonstrate knowledge of all services/features, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, and scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately
• Champion, promote and successfully track departmental and organizational initiatives e.g., upsell programs, etc.
• Ensure front desk agents properly complete required checklist items at the end of each shift
• Maintain and successfully execute departmental and hotel policies (including but not limited to relocation procedures, safe deposit box procedures, auditing accuracy of cards with proper signatures, key control procedures, accurate billing, cashiering, safety, etc.)
• Instills a calm, organized approach when interacting in stressful situations
• Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction
• Ensure that sufficient staffing is present to meet the daily business demands
• Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent data
• Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction
• Assist management to train and successfully support and manage the talent of all new and existing team members
• Concierge-minded - willingness to learn about the areas surrounding restaurants, hiking trails, beaches, and programs offered by Marconi
• Assist with conferences and other events as needed

• Minimum of one-year supervisory experience in a high-volume setting preferred
• Previous hospitality experience in a luxury setting preferred 
• Previous experience with Windows, Office, and property management systems is highly desirable
• Must be able to understand, speak, read, and write in the basic English language
• Ability to effectively communicate and provide directions in a clear, concise, and professional manner in both verbal and written form
• Demonstrate ability to compute basic arithmetic
• Must be available to work, varied shifts, and flexible schedules

Physical and Mental Requirements:

• Must be able to stand and walk for prolonged periods
• Must be able to walk for prolonged periods, including up and down hills on the property’s trails
• Must be able to bend, stoop, crouch
• Must use hands to reach, grasp, handle, pull, and push
• Must have acceptable near and far vision
• Must be able to hear and talk
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Marconi Conference Center is a secluded 45-room hotel and event destination perched in the hills above Tomales Bay. Built in 1972, the Marconi Conference Center was originally designed by renowned architect Ellis Kaplan as a timeless space that integrated with its natural surroundings. In 2022, we set out to faithfully restore the lodge with an emphasis on celebrating its history while curating the amenities of a modern resort hotel.

We are operated by Oliver Hospitality, which was founded on the idea that old and new properties alike could be reworked into engaging and thoughtful spaces.

Oliver Hospitality provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state or local laws.