Front Desk Supervisor

Open availability. Must be able to cover nights and weekends if necessary.
I. Job Description:
Supervise all employees of the front office which includes Guest Service Representatives, PBX Operators and the Front Office Concierge. Responsible for all duties of the front desk operation which includes: staff training and inter-department communications. Works a regularly scheduled front desk shift and must be available to work any shift as needed to include night audit. Required to have strong communication skills and demonstrate leadership abilities. Provide guests and owners with Superior Service while having complete knowledge of all departments and services, the ability to handle all guest needs, concerns, and accommodations along with developing positive guest relations. Supervise all aspects of the front office and monitor the day-to-day activities of all guest service employees. Ensure all staff is properly trained on Operational programs, Premier Club, scripting, and cash handling procedures.
II. Job Requirements:

• Great customer service skills, verbal, and written.
• Strong communication ability with emphasis on follow-up to ensure 100% guest satisfaction.
• Able to demonstrate problem-solving skills and ability to project a positive attitude in person and over the telephone.
• Handles all guest issues or concerns.
• Required to assist the front desk with arrivals and departures.
• Maintains open communication with reservations, housekeeping, and maintenance.
• Able to work all flexible schedules including weekends, nights, and holidays.
• Must meet grooming and uniform standards.
• Requires strong organizational skills.
• Required to work independently.
• Perform in a professional, pleasant, and efficient manner at all times.
• Communicates daily with the Assistant Front Office Manager.

III. Job Responsibilities / Duties:

• Oversee training of all new employees on front desk processes, service recovery options, and PIMG culture. MVV and nonnegotiables.
• Create and update all training materials for Front Desk and PBX operations.
• Responsible for updating all shifts on any issues or events that affect their shift and that need attention or resolution.
• Communicate to other departments' guests and operational concerns. Coordinate resolution for all items.
• Coordinate daily activities and follow up with the FO Manager. Follow up on all guest service recovery opportunities and financial adjustments.
• Reply to all emails within 24 hours.
• Make sure the front desk agents are informed on process changes, and daily Line Up items, and keep abreast of all guest items that need attention.
• Create and monitor a daily pass-on/log book and update the staff on issues that concern them and their shift.
• Make sure the staff is in proper uniform and wearing a name tag at all times. Any concerns or issues should be corrected immediately. Communicate items to the FO Manager.
• Responsible for making sure you and your staff display a pleasant, professional attitude at all times.
• Responsible for making sure staff is following all non-negotiable.
• Responsible for weekly scheduling of front desk and PBX coverage. The supervisor will cover any shift that is not appropriately staffed.
• The phone must be answered immediately. Monitors PBX stations and does not allow anyone to tie up the front desk phones or the PBX station. The PBX is for receiving and transferring calls only. Make sure all staff is following correct procedures at all times.
• Time off on a weekend requires a time written time off request at least two weeks in advance so that the Front Office Manager can schedule coverage accordingly.
• Time off must be covered by the Front Office Manager.
• Audit the cash drawer daily and make sure that appropriate change needs to be completed.
• Audit checked out with balances due report and report any uncollected items to Front Office Manager. Contact guests to ensure payments are collected.
• Follow up on all front desk items in the night audit report email daily. Communicate to Front Office Manager any items that are incomplete or that require assistance.
• Monitor in-house guest accounts to ensure that sufficient credit card authorizations are in place for room charges to be covered.
• Assure that all reservations within 72 hours are assigned to appropriate units. Communicate items that need follow-up.
• Assure that bucket check procedures are being completed and incomplete guest registration items are followed up on.
• Assure that all proper resort banding procedures are being followed.
• Audit and restock Adventure band supplies as needed. Report any discrepancies to the Front Office Manager.
• Oversee notifications and completion of items or requests sent to housekeeping, maintenance, or owner relations.
• Assure that all guests are notified timely by PBX or front desk agents that room assignments are available for check-in.
• Complete all other duties as assigned.

1. Supervisory Responsibility:

• Responsible for supervising a staff of 5 - 15 employees.
• Responsible for covering the desk in the absence of hourly employees.
• Responsible for handling all guest issues or concerns as needed.

V. Educational and/or equivalence in experience requirements:
1-3 years of Front Office Experience preferred. Hospitality Experience preferred.

• Computer Knowledge, Word, Excel
• Ability to read and communicate effectively.
• Ability to organize and effectively present information to respond to questions from guests, owners, and fellow team members.
• Ability to positively and professionally handle guest issues.

VI. Specialized equipment or machines used in the course of the duties of the position.
Computer, printer, calculator, and standard office equipment and machines as required.
VII. Physical Demands:
While performing the duties of this job, the employee is regularly required to use hands and is required to talk and hear. The employee is frequently required to stand and walk. The employee may occasionally be required to reach with hands and arms. Specific vision abilities required by this job include close vision, peripheral vision, and ability to adjust focus.
The physical demands 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 essential functions.
VIII. Work Environment:
High-traffic area office environment with low to high noise levels depending on the number of daily arrivals or departures.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
IX. Additional Remarks:
Ability to work with minimum supervision and a high degree of autonomy.