Description

JOB SUMMARY:

Provides leadership and coordination for the Front Desk department. Plan, assign, direct, manage and coordinate all Front Desk and Night Auditor staff and operations to provide services for Lodge owners and guests. ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for setting the appropriate company expectations for the Front Desk and Night Auditor staff, and setting an example for all other employees to maintain the highest level of professionalism and guest service.
• Determine the big picture for the lodge as it relates to the department, help management reach company goals and act as the liaison between management and the department to accomplish the goals for the Christie Lodge.
• Review incoming reservations and group reports to ascertain data required for planning Front Desk operations.
• Handle all necessary adjustment folios and follows up on any unpaid balances.
• Oversee the handling of all the cash banks: provide change, periodical audits, reimburse petty cash, etc.
• Resolve owner and guest concerns effecting a win-win situation when possible.
• Ability to make effective independent judgment and resolve any employee, guest and/or owner issues with no assistance.
• Work with Rooms Divisions manager to help prepare and present the budget forecast quarterly to the Executive Committee.
• Work with Rooms Divisions manager to help prepare and present the department budget proposal annually to the Executive Committee.
• Work with Rooms Divisions manager in continual monitoring of the department budget and department expenses to remain within the budget guidelines.
• Work with Rooms Divisions manager in preparation of department work schedules to obtain optimum utilization of staff to accommodate occupancy.
• Responsible for the overall direction, coordination and evaluation of the Front Desk and Night Audit staff in accordance with the companys policies and procedures.
• Review department policies and procedures on a regular basis for possible improvement and obtain approval to change policies and procedures when necessary.
• Review and revise the department SOP manual annually and inform the Human Resources Manager if changes are needed mid-year.
• Retrieve and resolve department voice mail messages and make sure that guest requests, voice mail, phone calls, as well as in-house requests are being processed and completed in a timely fashion by the Front Desk staff.
• Hold weekly staff meetings to review and plan for the week.
• Work with Rooms Division manager with interviewing, hiring, training and coaching all front desk and night audit employees.
• Plans, assigns and directs work of all staff in the department.
• Investigate and deal appropriately with department employee issues and consult with Human Resources as necessary.
• Calculate and prepare monthly commissions reports and submit them to payroll in a timely manner.
• Work with Rooms Division manager on performance appraisals of employees and disciplines employees as applicable.
• Electronically review and approve all time punches and time off requests for department staff in the online payroll system.
• Collect, track and analyze both paper and electronic guest satisfaction surveys and present to Lodge management staff.
• Will oversee and review all guest comment cards and respond to them in a timely manner. This will also include being the contact person with the Customer Count survey system.
• Ability to communicate on all levels with management, owners, employees or and/or outside vendors.
• Ability to handle stressful situations in the workplace with employees of the Lodge as well as with guests and/or owners both in person, on the phone and via email communications.
• Ability to exercise good and cautious judgment and effectively interface with all types of people diplomatically.
• Ability to organize and prioritize work and meet deadlines.
• Should have sufficient computer skills that will allow the individual to be able to use, in a proficient manner, certain Company-issued software programs such as SPI, Microsoft Outlook, Microsoft Word, Microsoft Excel and Microsoft PowerPoint and any other management software for Front Desk.
• Ability to create basic formulas in Excel is required.
• Ability to read, analyze and interpret common financial reports and documents.
• Ability to create spreadsheets for analytical data as it relates to the department budget.
• Ability to effectively present information and respond to questions from top management, other managers, board of directors, customers and the general public.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to calculate figures and amounts such as discounts, and percentages.
• On occasion be consulted by telephone and/or called in to work on short notice in response to emergency and/or urgent conditions at the property or a staffing shortage. Availability for day, evening and night audit as needed.
• Assisting with concierge activities, as needed.
• Verbal and hearing ability required.
• Must be fluent in English speaking and writing.
• Other duties as assigned.

  SUPERVISORY RESPONSIBILITIES:

  • Assistant Management of the Front Desk Lead Agents, Front Desk Agents and Night Auditor staff.

Qualifications

Education

• College Degree is preferred, but not required.
• High School Diploma or equivalent is required.

Experience/Knowledge

• Minimum of two years related supervisory or management experience in a resort hotel environment; or equivalent combination of education and experience in the hospitality industry, preferred.
• Timeshare experience is preferred, but not required.
• Proven customer service experience with focus on phone etiquette and tact with difficult and irate customers
• Basic math and typing skills and knowledge of office equipment.
• Ability to read, analyze and interpret common financial reports and documents.

Certifications

• None required.