Position Title: Front Desk Supervisor Resort and Location: Cliffs at Peace Canyon
Department: Front Desk
Shift and days off may vary, must be flexible
Reports To: Resort Manager
Position Summary: The Front Desk Supervisor will report directly to Resort Manager.
Core responsibilities include the following, but are not limited to: Directs the daily work flow of Front Desk team members. Manages and directs employee calendars including attendance, violations and verbal counseling on performance matters. The FD Supervisor is also able to provide financial or other remediation to guests who have been inconvenienced due to challenges in their room to include appliance failures, housekeeping issues, etc. as needed. Follow all company policies and procedures; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Report accidents, injuries, and unsafe work conditions to manager. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards.
Specific Responsibilities: - Maintains a friendly, professional, cheerful and courteous demeanor always
- Always ensures outstanding customer care
- Accurately answers inquiries from potential guests and accepts hotel reservations. Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency
- Manages VIP check-ins, prepares room keys and check-in packages.
- Assists guests and front desk associates with day to day issues.
- Must ensure that issues or challenges are addressed in a professional and timely manner.
- In addition, the front desk supervisor will ensure that all guests are satisfied when complaints arise.
- Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD
- Assists all departments in servicing the guests especially during high volume periods.
- Processes guest check in and offers additional services needed by guest.
- Attends meetings as required
- Ensures front desk supplies are stocked and computer equipment functioning properly
- Maintains a working knowledge of information regarding to the facility including; a) All guest room layouts, bed types and décor, b) Room availability for any given day, c) Restricted dates, rates and room types, d) All room rates, packages and promotions; e) Special arrangements between the resort and various travel agencies
- Performs other duties as assigned, requested or deemed necessary by management
Position Requirements (Skills/Abilities):Managerial Responsibilities: This position carries out managerial responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Experience:
Minimum of three years of hospitality-related experience is preferred. Timeshare or resort management experience highly desirable. Must be able to manage multiple priorities simultaneously; communicate effectively at all levels; and demonstrate the ability to analyze and resolve problems. Must possess significant computer software program experience, especially Excel and Word.
Education: High School diploma or GED required.
Flexible Scheduling:
Must be able to work Evenings, Friday, Saturday, Sunday, On-call and Holidays.
Physical Demands: While performing the duties of this job the employee is required to walk, stand, stoop, kneel, crouch or crawl. The employee is required to use his/her hands and fingers to feel, and reach for objects of various sizes, shapes and weight.
The employee will occasionally be required to climb a step ladder or balance and, to talk, hear and/or smell. The employee must regularly push, pull, lift and/or move 10-25 lbs. And occasionally push, pull, lift and/or move 50 or more pounds with assistance. Specific Vision abilities required for this job include Close vision, Distance vision, color vision, peripheral vision, depth perception and ability to focus in various settings. Good Customer Service skills are a must.
Standards of Appearance: This position is highly visible in all resort areas, team members must present a clean professional appearance and must adhered to Daily Management, Inc., Local Standard Operating Procedures-Standards of Appearance.
Standards of Conduct: The high ethical standards of Daily Management, Inc. must be upheld by all members of the management team. The policies relative to press relations, equal opportunity, discrimination, sexual harassment, vendor relations, alcohol consumption, etc., stated in the Team Member handbook and manuals are inviolable. We pride ourselves on providing a professional caring atmosphere for guests and fellow team members and will achieve this goal through responsible action as individuals and as a group.
Benefits (Full time):
Medical, Vision, Prescription, and Dental insurance, Short Term Disability, Hospital Indemnity and other benefits including
• Paid Birthday
• Vacation Time, Sick Time and Holiday pay
• 401(k) with Employer Match
• Resort Discounts nationwide
• Bilingual is a plus
EEO AA M/F VET DISABLED