Front Desk Supervisor

LJA Mission Statement:

The mission of Lake Junaluska is to be a place of Christian hospitality where lives are transformed through renewal of soul, mind and body.  

Located in the Smoky Mountains of Western North Carolina, Lake Junaluska plays a vital role by providing a location for training and renewal.  Each year Lake Junaluska will host over 200,000 guests who are engaged in spiritual training, recreation or renewal events and activities.  Our guests include religious, non-profit and secular groups.  We are also a residential and vacation community. 

Essential Functions

• Provide all services required by Assembly guests as pertains to the lodging department and facilitate those needs concerning other departments.

• Provide assistance to all guests who are registered and registering at Lake Junaluska properties. Implement appropriate means of guest recovery as needed to ensure guests find value from their time with us and are eager to return to Lake Junaluska in the future.

• Regularly create reservations over the phone or with a guest present at the front desk.

• Must be honest, reliable, and prompt in assisting guests through daily contact and serve as a leader to front line team members.

• Regularly maintain and proactively monitor guest accounts, handle all system functions concerning hotel guests and conferences, handle all guests billing and other related business for correct accounting purposes.

• Ensure front desk staff are well-equipped/stocked and prepared to handle day to day business and group activity.

• Lead the front desk team as a coach, role model and trainer; not only pertaining to essential functions of the front desk job, but also in sharing the history and philosophy of Lake Junaluska. A player for ensuring that a positive atmosphere is created and maintained for our staff, as well as our guests.

• Facilitate all front desk and retail interactions hospitably, accurately, and efficiently.

• Participate in and instigate proactive team efforts to achieve departmental and organizational goals.

• Help avoid, diffuse and resolve guest challenges in a timely manner.

• Help schedule front desk staff to meet operational needs and provide supplemental support to reservations as needed.

• Help monitor front desk staff’s performance and opportunities for improvement.

• Perform other duties and responsibilities as assigned and required.

• Ensure all safety policies, practices and procedures are upheld. Report all unsafe activities to a manager.

Knowledge, Skills and Abilities

• High school graduate with experience working with the public; some experience in related fields.

• Ability to read and comprehend complex instructions, correspondence, and policies. Ability to communicate detailed instruction/correspondence.

• Math Skills: Ability to quickly add, subtract, multiply and divide in all units.

• Cash Handling Skills: The ability to properly collect, disperse and reconcile cash on a regular basis. All cash handling must be meticulously executed without error.

• Routine duties are performed with limited supervision. During non-routine situations a best course of action should be determined, and if needed appropriate additional support should be sought.

• Communication Skills: Must exhibit excellent communication and customer service skills. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

• Organization Skills:  Able to efficiently prioritize tasks, multi-task, and organize daily/weekly activity and scheduling of staff. 

• Ability to apply common sense understanding to carry out and issue instructions furnished in written, oral or complex detail. 

• Computer Skills: Intermediate personal computer skills, including email, routine database activity and word processing.  Ability to learn and teach the use of specific software used for the front desk area.

Performance/Success Factors

• Be punctual to work and other related functions; perform well in a team environment; complete work in a timely, accurate, and thorough manner; conscientious about assignments and be able to prioritize daily/weekly tasks and events.  

• Must be a team player and cooperate at a high level with all staff regardless of department.

• Ability to receive guidance with respect to general objectives; in the majority of tasks and projects assigned, occasionally determine methods, work sequence, scheduling/delegation to achieve objectives of assignments while adhering to specific policy guidelines.

• Able to work independently but operate within department policy guidelines using independent judgment.

• Strives for excellence in all tasks and duties, and fosters an attitude of “exceeding guest expectations”.

• Guest feedback and reviews should reflect that exceptional hospitality and service is routinely executed by our front desk team. A negative perception of our team/service reflects on the quality of our leadership.

• Aide our mission by leading efforts to support others through friendly comradery, genuine hospitality and sharing of knowledge/skills.

Working Conditions

• Well-lighted, heated and/or air-conditioned, indoor setting with adequate ventilation.

• Light-Moderate physical activity performing non-strenuous daily activities of an administrative nature.

• Must have adequate vision to carry out daily activities.

• Physical Demands in the workplace include but are not limited to regularly moving around property, standing (occasionally for prolonged periods of time), kneeling, talking to and hearing staff and customer requests, and the ability to lift or carry or otherwise move and position objects weighing up to 30 pounds.

• Moderate noise environment (examples: business office with computers and printers, light traffic, and crowded room conversations)

• Must be willing to work a flexible schedule to include days, nights, weekends, holidays and overtime as required.

Lake Junaluska is an Equal Opportunity Employer