Description

Position Summary:

The Front Desk Supervisor plays a critical role in managing the reception area, acting as the first point of contact for guests and ensuring their needs are met with professionalism and courtesy. This position involves supervising front desk staff, coordinating check-ins and check-outs, addressing guest inquiries, and resolving any issues to maintain high customer satisfaction.

About Roberts Resorts & Communities:

This company operates nationally and is growing by the day. At Roberts Resorts & Communities, we're on a mission to build community and fulfilling dreams. Through our core values of resourcefulness, integrity, passion, and epic customer service, we're dedicated to making a difference in the lives of 30,000 people. If you're passionate about creating meaningful impact, thrive in a culture of integrity, and are committed to delivering exceptional service, we invite you to join us in turning visions into reality and shaping a brighter future together.

PERFORMANCE OBJECTIVES:

• Oversee front desk operations to ensure smooth and efficient day-to-day activities.
• Guide the front desk team through their daily duties, providing leadership, support, and direction.
• Ensure epic customer service is delivered at all times, enhancing guest satisfaction and loyalty.
• Manage guest check-ins and check-outs efficiently, ensuring a welcoming and professional experience.
• Serve as the primary point of contact for all guest questions, concerns, and requests, resolving issues with a proactive and positive approach.
• Implement and maintain procedures to improve the overall operation of the front desk and contribute to the resort’s success.
• Train and mentor front desk staff on best practices in customer service and operational efficiency.
• Monitor and manage availability, reservations, and guest accounts to optimize occupancy and revenue.
• Collaborate with other departments to ensure a seamless guest experience from arrival to departure.
• Uphold the hotel's standards and policies, ensuring compliance and high-quality service at all times.

Requirements

KEY COMPETENCIES:

1. Leadership and Supervision Skills: Demonstrates strong leadership and supervision capabilities, guiding and motivating the front desk team to achieve excellence in all aspects of their roles. Skilled in delegating tasks, managing performance, and providing constructive feedback to foster a productive and positive work environment.
2. Customer Service Skills: Proficient in providing outstanding service to guests and residents, ensuring their needs are met with excellence.
3. Communication: Demonstrates effective verbal and written communication skills to interact professionally with guests, residents, and team members.
4. Multitasking: Capable of efficiently managing multiple tasks such as check-ins, reservations, and guest inquiries simultaneously.
5. Attention to Detail: Possesses keen attention to detail to ensure accuracy in handling payments, reservations, and administrative tasks.
6. Adaptability: Adapts to various situations and addresses guest needs promptly and professionally.
7. Problem-Solving: Exhibits strong problem-solving abilities to resolve guest complaints or issues effectively and find suitable solutions.
8. Organization: Maintains orderly records, manages office supplies, and handles administrative tasks effectively.
9. Computer Proficiency: Proficient in using property management software and Microsoft Office applications.
10. Positive Attitude: Maintains a positive attitude and enthusiasm for delivering outstanding service, contributing to a welcoming and hospitable environment at the front desk.

EDUCATION & EXPERIENCE:

• Minimum of 2 years' experience in a front desk role within a hotel or hospitality setting.
• At least 1 year of supervisory or leadership experience, overseeing a team in a customer service-oriented environment.
• Proven track record of delivering exceptional customer service.
• Experience with property management systems and proficiency in Microsoft Office applications.
• Familiarity with reservation and booking systems.
• Knowledge of hospitality industry standards and best practices.
• Experience in handling customer complaints and resolving issues to the satisfaction of all parties.

PHYSICAL REQUIREMENTS:

• Constantly sit, talk, or hear; Frequently use hands. 
• Manual dexterity for handling paperwork and using office equipment. 
• Clear vision and hearing for reviewing documents and communicating effectively. 
• Capability to lift up to 10 pounds.

BENEFITS:

• Medical, Dental, and Vision
• Employer Paid Life Insurance 
• Voluntary STD, LTD, Accidental, and Critical Illness
• PTO and 11 Paid Holidays
• 401(k)
• Working in an inclusive community!
• Complimentary stay at one of our resorts!

COMMITMENT TO DIVERSITY:

Roberts Resorts & Communities stands firm in our commitment to Equal Employment Opportunity. We believe in a workplace free from discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic. Diversity is our strength. We foster an inclusive environment where authenticity is valued, and everyone feels a sense of belonging. We empower individuals to reach their full potential and contribute their best. Join us in creating a workplace where diversity is celebrated, voices are heard, and excellence thrives.

If this position caught your eye, send us your resume! For best consideration, include the job title and source where you found this position in the subject line of your email to careers@robertsrc.com.