Inn Front Desk Supervisor - Full Time

Job Description

The Front Desk Supervisor will support and guide staff in the delivery of world class guest service. Duties will include, but are not limited to: courteously and efficiently handle guest arrivals and departures; performance management and scheduling for staff; ensuring departmental quality and service standards are consistently met and exceeded; proactively listening to and anticipating guest needs and troubleshooting wherever possible; and helping guests to create one-of-a-kind memories through the Front Desk/Concierge functions. In addition, the incumbent will offer general assistance and support for the Front Office leadership team

Schedule can vary, but is generally 7am-3pm or 3pm-11pm, Wednesday - Sunday. Weekends and holiday availability are a requirement for this position. Full Time: a position working 35 hours per week.

The starting pay range for this position begins at $19.44/hour and is based on the level of qualifications and relevant experience above the minimum requirements.

General Essential Job Duties

• Accommodate room changes expediently and communicate with housekeeping.
• Oversee front desk and PBX meal breaks.
• Review and oversee front desk agent/PBX task and checklists daily.
• Handle check-ins and check outs in a timely manner.
• Input information into SMS and maintain guest records accurately and precisely, paying close attention to details and comments.
• Make post check-in telephone calls to assure that guests expectations are met.
• Process all messages and faxes for guests, and file with proper registration and log procedures.
• Operate the time lox key system as needed.
• Operate the eTIX ticketing system as needed.
• Pick up keys and express check out folios and process accordingly.
• Pre-key groups that are hard blocked and non-moveable.
• Monitor guest registration cards and bucket check with in-house lists.
• Call housekeeping with guest awaited rooms.
• Record and trace any room moves and guest room amenities that follow with room service and/or concierge.
• Monitor all end of day reports for each front desk agent.
  
  

Requirements

• A high school diploma (or GED). Additional education, training, and/or certifications strongly preferred.
• A minimum of two (2) years of related experience in a full-service, upscale/luxury hotel or resort or similar guest service environment. An equivalent combination of education and experience may be considered. The preferred candidate will have had previous front desk experience in a four or five star/diamond hotel/resort.
• Demonstrated leadership skills and/or previous supervisory/management experience.
• Proven commitment to the delivery of world class internal and external guest service and the ability to motivate staff to do the same.
• Proficiency in Microsoft Word applications including Word, Outlook and Excel.
• Must have solid knowledge of four/five star service and quality standards.
• Candidates must have outstanding interpersonal and communication (written and verbal) with focus on service.
• Must be able to handle a variety of guest service situations professionally in a manner consistent with company standards.
• Excellent attention to detail.
• Strong planning, organizational, and time management skills.
• Must be comfortable in professionally representing Biltmore with internal and external guests.
• Ability to be proactive, take initiative, creatively problem solve, and exercise good judgment; should be able to anticipate and exceed guest expectations.
  
  

Physical Requirements

• The individual will work in a guest contact environment.
• The individual will be required to lift up to 25 pounds on a regular basis.
• The individual may work in a standing position for extended periods of time, and may be required to kneel, reach overhead, bend/stoop as needed.