Job Description
Full time: a position working 32 hours per week. The starting pay range for this position begins at $19.06/hour and is based on the level of qualifications and relevant experience above the minimum requirements.
The Front Desk Supervisor will provide leadership for agents and lobby staff and requires an individual interested in providing superior customer service and professionalism as well as the ability to assist managers and associates with guest relations. Also, the Supervisor will welcome our guests with a warm and friendly smile while courteously and efficiently handling guest arrivals and departures. Supervisors will motivate, coach, and develop associates using a consistent, approachable demeanor while articulating expectations; oversee shift operations of the front desk at the Village Hotel on Biltmore Estate, ensuring a consistent and favorable experience for all guests. The Supervisor will also provide general support and assistance to the leadership, department, and company. Please note that this position requires availability for multiple shifts but will generally work 1st or 2nd shift between the hours of 7am to 11am.
Requirements:
1. High school diploma required. Additional education, training and/or certification(s) preferred.
2. At least two (2) years of related hospitality experience, including some hotel front desk experience. An equivalent combination of education/experience may be considered. Ideal candidate will have worked in upscale hotel/resort/attraction setting.
3. Demonstrated commitment to delivering world class internal/external guest service, and proven leadership skills; must be able to motivate staff/team.
4. Outstanding interpersonal and written/verbal communication skills; must be able to interact professionally with a wide variety of guests. Second language a plus.
5. Proficiency with Word, Excel, and Outlook; can quickly learn Biltmore's systems, products, and procedures, and has general knowledge of Asheville/WNC.
6. Proactive and exercises good judgment; can creatively problem solve/troubleshoot; must be able to handle variety of guest service situations consistent with standards.
7. Excellent organizational skills; can prioritize and multi-task, and adapt as needed.
8. Valid Driver's License.
Physical Requirements:
1. Incumbent will be on their feet for extended periods of time.
2. Incumbent should be able to lift the maximum of 35-50lbs occasionally.
3. Incumbent must be able to communicate clearly.
4. CPR certified or ability to become certified.
Essential Job Duties:
1. Conduct pre-shift meetings with agents and lobby attendants.
2. Accommodate room changes expediently and communicate with housekeeping.
3.Ensure lobby attendants are attentive and closely monitoring shuttle pickups/drop offs.
4. Review and oversee front desk agent tasks and checklists daily.
5. Handle check-ins and check outs in a timely manner.
6. Input information into SMS and maintain guest records accurately and precisely, paying close attention to details and comments.
7. Handle any 3rd party reservations accurately and effectively.
8. Process all credit card authorization forms and rate concession forms correctly, and file properly.
9. Operate the Vingcard key system as needed.
10. Operate estate ticketing system effectively.
11. Act as Manager on Duty throughout shift.
12. Monitor guest registration cards and bucket check with in-house lists.
13. The ability to work first, second, and third shift hours as designated by leadership is an essential function of this position.
14. Maintain complete knowledge at all times of:
A. Scheduled daily activities, estate activities and hours of operations.
B. All Village Hotel policies and procedures
C. Current groups and VIPs arriving and their billing procedures
D. Daily group functions.
E. Daily house count and expected arrivals