At the Best Western Ponderosa Lodge, we’re fortunate to live and work in one of the most picturesque areas of Central Oregon. Our property accommodates both business and leisure travelers, and we are a destination hotel that has served many of the same customers for years. We also have staff members who have been with us for over a decade because we treat our employees with respect, dignity, and transparency. We are committed to building and maintaining a staff whose talents can be showcased and whose knowledge of Sisters, OR, and the surrounding areas can be shared with our guests.

Best Western Ponderosa Lodge is searching for a Front Desk Supervisor to join our team. Working closely with the General Manager, our Front Desk Supervisor will help oversee hotel operations including guest relations, front desk, housekeeping, and maintenance. Representing the hotel to the guest throughout all stages of the guest’s stay, you will work with all hotel staff to ensure every guest experiences superior customer care. This role is crucial to the success of the hotel as the image we present to our guests and the community is one of a necessary institution in the Sisters area. We’re looking for a Front Desk Supervisor who wants longevity in their career and a sense of pride and purpose at the end of each workday.

Job Responsibilities:

• Creates a service environment focused on the guest, with a passion for high standards in cleanliness. Responds promptly to customer needs, including investigating and acting upon complaints from guests. Ensures all guest service issues are resolved prior to guests leaving the property

• Hires, trains, and evaluates front desk personnel including proper documentation is completed in a timely fashion

• Supervises the hotel in the absence of the General Manager. Functions as an administrative link between and among departments

· Maintains an inventory of vacancies, reservations, and room assignments

· Possesses a working knowledge of the reservations department. Takes same-day reservations and future reservations when necessary. Knows cancellation procedures

· Knows room locations, types of rooms available, and room rates

· Registers arriving guests and assigns rooms

· Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms

· Uses persuasive selling techniques to sell rooms and to promote other services of the hotel

· Knows daily activities and meetings taking place in the hotel

· Reports any unusual occurrences or requests to the manager or assistant manager

· Processes guest check-outs and handles monetary transactions

• Performs administrative and financial duties such as daily reports, credit card reversals, bank deposits, accounts receivables, rooming lists, and office supply inventory

• Organizes and monitors group blocks and provides group rates

• Redeems points for BWR, input commissions, and rewards points on MyBestWestern.com.

• Prepares work schedules for staff based on projected occupancy

• Ensures good safety practices of employees and guests throughout the hotel, assisting in the maintenance of proper emergency and security procedures

• Must be punctual and dependable with regular attendance

• Ensures employees take scheduled breaks within all federal/state labor laws

• Identifies and resolves problems promptly and develops alternative solutions

• Coordinates staff training, including MSDS, OSHA, and safety policies

• Maintains lost and found records and facilitates guest correspondence

• Maintains absence records on department personnel including updating timecards and spreadsheets

• Verifies timecards are correct and turned over to management in a timely fashion

• Maintains a friendly, cheerful, and courteous demeanor always

• Maintains customers’ privacy

• Maintains a high level of professional appearance and demeanor

• Treats all coworkers with respect

• Adheres to all hotel policies and procedures as outlined by hotel standards and Federal, State, and Local laws, including OSHA regulations

• Assists with breakfast and housekeeping and laundry as needed

• Performs other duties as assigned

Successful Candidates Must Have:

• Eighteen years of age or older

• High school diploma or equivalent

• Five years prior hotel facility operations experience, supervisory experience desired

• Basic accounting, purchasing, and inventory skills

• Prior customer service experience preferred

• Computer skills such as typing and navigating property management software required

• Knowledge of surrounding areas and local events

What We Offer:

· Best Western Rewards and Hotel Discounts

· Employer-sponsored Medical, Dental, and Vision benefits

· Paid time off

· Free breakfast on workdays

Knowledge Skills and Abilities:

• Excellent customer service skills, including ability to communicate with guests, staff, and the public in a professional and hospitable manner

• Self-motivated and able to properly perform job duties and responsibilities with minimal supervision and/or in stressful situations

• Organized, with strong attention to detail and problem-solving skills

• Ability and willingness to take direction and supervision from management regarding job duties and task assignments

• Ability to apply common sense understanding to carry out detailed written or oral instructions. 

· Skilled in the use of front office equipment such as computers, keyboards, printers, etc.

· Knowledge of proper telephone etiquette

· Ability to understand and adhere to proper credit, check cashing, and cash handling policies and procedures

· Ability to multi-task and prioritize in a fast-paced environment

· Ability to learn and perform security, safety, emergency, and accident prevention policies and procedures

• Ability to work on software/hardware as directed by management

• Ability to work a flexible schedule, including long or irregular hours, weekends, and holidays