JOB SUMMARY: Supervise, direct, develop, implement and coordinate activities of all front desk activities to provide superior service to our guests. Includes supervision of front desk associates, and all related activities. Supports director in implementing programs and policies and all duties related to accounting.
ESSENTIAL DUTIES AND RESPONSIBILITIES: This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

• Manage the daily activities of the Front-Desk operations, including but not limited to: review accounts and charges with guests during the check out process. Post charges for rooms, food & beverage, and other miscellaneous charges. Contact appropriate department when guests have special requests, requirements, or needs. Ensures VIP rooms are processed correctly. Resolving complaints and answering questions.
• Assist Management in the preparation of various reports for review, meeting budget goals and initiating cost-saving measures.
• Prepare and devise associate work schedules according to budgets and occupancy.
• Confer and cooperate with all management to ensure coordination of resort activities.
• Assist in the implementation and application of established human resources policies and procedures throughout the organization to ensure fair and consistent treatment of all Associates.
• Observe and evaluate associates’ performance on a daily basis. Includes recommending or implementing corrective action when deficiencies are observed. Give instructions and assign duties to subordinate associates as required. Includes effective delegation of tasks and ensuring necessary follow-up. Observe and identify associate skills, abilities and interests to offer them development and training opportunities.
• Considerable knowledge of computer systems for registration, reservations and back-up systems.
• Ensure Associate’s banks are balanced and all funds are present and accounted for.
• Communicate with guests and associates, verbally and in writing, to answer questions and provide clear direction in advising and instructing staff in details of work.
• Verify guests’ credit, establish how the guest will pay for the accommodations, and if necessary obtain deposit and a copy of guest’s I.D. Compute bills, collect payments and make change for guests. Perform bookkeeping activities, such as balancing cash and guest accounts. Issue room keys and direct guests to their room, as required.
• Attend training sessions and practice training initiatives.
• Able to analyze work, set goals, develop plans of action and utilize time.
• All other duties as assigned by management.

SUPERVISORY RESPONSIBILITIES: Directly supervises associates in the Guest Services Department. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.

• Ensure all Guest Service associates consistently meet Company standards.
• Ability to create a motivating climate, achieve teamwork, train and develop, measure work in progress and take corrective action.
• Coordinate, supervise and schedule associates in the Guest Services Department.
• Promote and maintain a high level of Associate morale.
• Accountable for management processes (i.e. hiring paperwork, Associate’s paperwork, monitoring labor, etc.) as assigned.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to be proactive by anticipating arrival and departure demands, guest needs and staffing levels
• Considerable knowledge of the business systems used at the resort.
• Ability to be creative when responding to guest requests, while staying within established guidelines
• Extensive knowledge of local area.
• Excellent time management, follow up, analytical and problem-solving skills.
• Ability to be creative, while staying within established guidelines, when responding to guest requests.
• Excellent oral and written communication skills. Able to listen and respond to guest and associate requests, etc.

EDUCATION and/or EXPERIENCE: Bachelor’s degree from a four-year college or university or 2 years experience in the hospitality industry specifically running front desk operations, or a combination of education and experience.
LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules and operating procedures/instructions. Proficiency in English language is required in order to effectively communicate with guests/associates.
MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to deal with several abstract and concrete variables.
OTHER QUALIFICATIONS: Willingness to perform any required task within associate’s capabilities in order to effectively meet the needs of the company. Ability to get along well with others.
CERTIFICATES, LICENSES, REGISTRATIONS: N/A
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.
While performing the duties of this job, the associate is regularly required to sit, stand, talk, and hear. The
Associate frequently is required to reach with hands and arms. The Associate is regularly required to walk
and stoop, kneel, crouch. The associate must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. While performing the duties of this job, the associate is occasionally exposed to wet and or humid conditions; outside weather conditions and extreme heat. The noise level in the work environment is usually moderate.
SAFETY CONSIDERATIONS: Use proper lifting techniques; alert to, resolving and reporting of situations, obstacles and objects that could pose safety concern for guests, associates and self.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.