Front Desk Supervisor

Summary: Assist the Front Office Manager and Director of Front Office in supervising the front desk area while maintaining data on room occupancy, and communication with various departments concerning guest needs and requests.

Essential Job Functions: Include the following. Other duties may be assigned.

• Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups needs to ensure optimal levels of guest satisfaction and repeat business.
• Implement company programs and supervise the daily operations of the Front Desk to comply with SOPs, maximize revenues, and motivate associates to ensure execution of service excellence for all resort guests and members.
• Supervise the Front Desk Agents while maintaining presence at the Front Desk, assisting with Front Desk duties.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for Front Office associates and other employees.
• Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. 
• Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Diplomatically handle guest problems and complaints, including situations that arise when hotel is oversold, irate guests, etc, while keeping Director of Front Office and Front Office Manager well-informed as to problems and actions taken.
• Control room rate availability on full-house nights to maximize occupancy and revenue and protect guaranteed reservations. Handle the relocation of guests according to established procedures.  
• Maintain close contact with other hotels with regard to their status on full-house nights.
• Ensure adherence to all credit procedures in the Front Office, reconcile, review and approve applicable credit, revenue and shift reports daily. 
• Follow up on discrepancies with Accounting and Front Office Management.
• Respond and act in the absence of senior management in all matters concerning the safety, security and well-being of resort guests, members, and associates. 
• Assist PBX, Concierge, and Bell Staff when business levels warrant. The ability to perform and conduct all night audit procedures and night managers tasks.
• Ability to communicate with and discipline Front Office associates and work closely with other resort departments, especially Accounting, Sales and Catering, Housekeeping and Engineering.
• Ability to utilize all Front Office computer systems and software as well as the PBX system, prepare reports and room keys in a manner that prioritizes guest safety. 
• Maintain the accuracy of records and posting room charges.
• Pleasant demeanor with resort guests, members and associates.
• Must be able to work a flexible schedule including day/night shifts, weekends and holidays

Education and Experience: High School Diploma plus some college, previous front desk / guest service experience in a supervisory capacity. Reservation knowledge is helpful.

Reasoning Ability: Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.  Before making the decision, know what is at stake and know the consequences.

Other Skills and Abilities: Ability to communicate and work well with fellow employees and maintain a presentable appearance, behavior and manner at all times.

Physical Demands: While performing the duties of this job, the employee is regularly required to stand, sit, walk, bend and use hands to finger, handle or feel objects, tools or controls. The employee is frequently required to talk or listen. The employee frequently is required to use hands to grab, move, lift, or feel objects, and use telephone, computer, and copier machine.