Job Details

JOB TITLE: Front Desk Supervisor DEPARTMENT: Rooms

REPORTS TO: Guest Services Manager CLASSIFICATION: Nonexempt

JOB CODE: 510202

SUMMARY: Oversees and coordinates daily operations of the front desk/reception department; ensures maximum guest satisfaction.

DUTIES AND RESPONSIBILITIES:

The following reflects management's definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• Organizes, directs, and monitors daily activities of front desk agents.
• Ensures efficient, friendly, and professional guest registration, check-out, and telephone service; observes front desk agents to ensure that established procedures are followed.
• Ensures all of our guests receive the highest level of service by being a liaison between the resort and our guests.
• Solves guest issues and complaints with confidence and follows through with resolutions.
• Establishes procedures, prepares and coordinates schedules, and expedites workflow.
• Assists with hiring, training, motivating, and rewarding front desk agents.
• Problem solve as needed. Answer guest and associate questions regarding reservations, authorization questions, and credit card issues.
• Reviews current day's expected arrivals and checks all VIP and special request reservations to ensure that they are pre-registered, blocked properly, and other departments are notified of room assignments.
• Ensures communication to all staff by using the MOD log or daily communication log.
• Communicates with other departments on guest related issues. Ensures that maintenance/housekeeping challenges are resolved.
• Maintain the safety of all our staff and guests at the resort and provide a safe working environment
• Distributing paychecks when needed.
• Distributes floats for other departments on the resort and makes change as needed for other departments.
• Reviews online reservations for accuracy -- Windsurfer, Expedia, Travelocity etc. checking against the arrivals for the day.
• Check upcoming packages for correct breakout.
• Ensures that the Amenities are on hand or ordered for upcoming reservations.
• Enforces proper uniform and grooming standards of the staff
• Reviews the daily room availability and informs all appropriate staff.
• Reviews status of departures on a daily basis; relays all pertinent information to front desk agents and other appropriate staff.
• Ensures all necessary reports and forms are completed daily.
• Performs front desk agent responsibilities as needed to process guests expediently including but not limited to checking guest into hotel, responding to guest questions, resolving guest problems/complaints, answering telephone, making guest reservations, and checking guests out of hotel.
• Ensures that guests' needs are fulfilled and their stay is as pleasurable as possible; assists with dining, entertainment, or transportation reservations as needed.
• Assists front desk agents with resolution of guest problems/complaints as needed.
• Monitors and maintains front desk area.
• Possesses and maintains thorough knowledge of hotel operations, services, facilities, policies, room rates and area's attractions.

• Employees may occasionally be asked to perform work on special assignments in addition to normal job duties.

• Performs other duties as assigned by manager.

QUALIFICATIONS:

• Must be able to work holidays, weekends and evenings
• One to two years related experience or equivalent preferred.
• Proficient on Microsoft Word, Excel, PMS (Maestro) and use of email.
• Excellent customer service skills
• Acute attention to detail
• Professional appearance and demeanor
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Demonstrated proficiency in supervising
• Good judgement with the ability to make timely and sound decisions
• Commitment to excellence and high standards

PHYSICAL/MENTAL REQUIREMENTS:

While performing the duties of this job, the employee is frequently required to do the following:

• Stand for long periods of time.
• Calculate figures and amounts.
• Coordinate multiple tasks simultaneously
• Ability to work in stressful situations
• Stand, sit and walk for long periods of time or an entire shift, climb stairs, repetitive motions, balance, stoop, squat, bend, twist, kneel, reach, grasp and squeeze with both hands. Talk or hear; taste or smell.
• The employee must occasionally lift and/or move, carry, push or pull up to 30lbs

WORK ENVIRONMENT:

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate.

Work conditions include exposure to scents and mineral water sulfur odors.

Your company reserves the right to change job responsibilities, transfer job positions, or assign additional job duties at any time