Front Desk Supervisor

DEPARTMENT: King's Creek Front Desk

TITLE: Front Desk Supervisor

FLSA CATEGORY: Non-Exempt

REPORTS TO: Primary -Front Desk Manager 

Secondary - Assistant General Manager (AGM)

WHO WE ARE

Spinnaker Resorts develops, markets and provides property management for 12 resorts that offer different experiences, as each location has unique topography and local flavor. From the low-key coastal paradise of Hilton Head Island, South Carolina, to the sunny shores of Ormond Beach, Florida, to the neon and natural draw of the Ozarks in Branson, Missouri, or to the historical charm of Williamsburg, Virginia – Spinnaker Resorts has developed resorts that our owners and guests love to return to after previously experiencing vacation days filled with leisure and exploration.

An award-winning vacation ownership company, Spinnaker Resorts offers a variety of opportunities for talented individuals who seek a rewarding career in helping make vacation ownership dreams come true. What makes us memorable, in addition to our excellent quality accommodations, amenities and property management, is our company’s exceptional customer service and dedication to our owners and guests.

As we continue to expand our operations, consider starting a career with a company made up of over 600 industry professionals dedicated to one common goal: providing our owners and guests with the most extraordinary vacation experience possible.

Click here to meet the Spinnaker Family! Testimonials from team members from various locations and roles. Could you see yourself joining our team?

JOB DESCRIPTION SUMMARY
 
 The Front Desk Supervisor represents SDC Properties, serving as the initial contact for owner’s and guests as they check in the property.  The position is responsible for supervising and participating in Front Desk activities by providing general information and appropriately directing guests and owner’s incoming telephone calls.  The Front Desk Supervisor provides first class customer service and guest relations, supervises Front Desk Agents, and provides direction to Security Officers and Evening Maintenance Technicians, as needed.  In addition, this position also acts as the trainer for all new hires at the Front Desk, ensuring complete understanding of the operational requirements.

DUTIES AND RESPONSIBILITIES: 

• Supervise and manage front desk staff to establish and maintain an efficient and accurate front desk operation.
• In conjunction with the Front Desk Manager, participate in the training, development, and evaluation of Front Desk staff.
• Participate in and/or provide input in the selection of subordinate staff.
• Manage phone activity including providing general knowledge and information to callers.
• Manage walk-in traffic and respond to guest inquiries.
• Take immediate action on customer service complaints and/or problems that are encountered at the front desk or in other areas of responsibility. Resolve guest complaints within scope of authority; otherwise refer the matter to management.
• Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet SDC’s high standards of quality.
• Create and change reservations in the Property Management System (CRMS) as needed.
• Assist front desk staff to prepare all necessary check in and out materials for front desk operation according to established procedures.
• Maintain and ensure effective cash management operations daily: maintain necessary amounts of change
• Assist front desk staff in the daily accounting of cash monies and ticket inventory.
• Ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift.
• Perform cash drops and deposits throughout the day.  
• Ensure proper supplies are on hand to perform timely desk operations.
• Coordinate with Maintenance and Housekeeping regarding the completion of requests/work orders from guests in a timely fashion. Follow-up with guests.
• Become proficient on Property Management System (CRMS) and its necessary reporting functions.
• Assist guests and owners with questions and provide friendly and accurate information about the greater Williamsburg area.
• Inspect Aquatic Center when time allows ensuring safety, functionality, and appearance.
• Has thorough understanding of Guest Services Agent job descriptions and is able to perform duties described at any given time.
• Attend weekly meetings with Front Desk Manager and AGM to evaluate performance and objectives of all guest service operations.
• Keep Front Desk Manager informed of all pending issues and guest/staffing concerns. 
• Complete tasks in a friendly, courteous, helpful, timely, and professional manner resulting in a very high level of guest satisfaction.
• Maintain flexibility in accepting new and changing responsibilities.
• Exhibit a friendly and professional appearance and demeanor to all guests (e.g. smile and make eye contact, friendly interaction).
• Promote a teamwork environment among staff to attain departmental goals and objectives.
• Follow established policies and procedures (e.g. uniform standards).

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

• High School Diploma, GED, or relevant equivalent experience. 
• Three (3) years Customer experience required. 
• Background in hospitality and timeshare industry preferred
• Knowledge of timeshare operations, vacation ownership, and its exchange companies.
• Knowledge of standard office practices, procedures, routines, and equipment.
• Knowledge of all Microsoft® Office products and proficient in the usage of.
• Knowledge of computers and skilled in the usage of.
• Strong ability to pay close attention to detail and problem solve with effective and prompt resolutions while using good judgement.  
• Strong ability to multi-task using excellent organizational and planning skills, emphasis on detail, prioritizing tasks and sense of urgency
• Ability to provide and be an advocate of superior customer service to effectively deal with internal and external guests, some of whom will require levels of patience and tact as well as diplomacy to defuse anger, collect factual information, and resolve conflict to resolution. 
• Ability to assist and support others using tact, patience, and courtesy.
• Ability to exhibit excellent guest relations skills.
• Ability to lead, supervise, and manage subordinate staff.
• Ability to comprehend, interpret, and apply rules and regulations in accordance with established policies and procedures, remain flexible to change and support changes.
• Ability to communicate effectively, both verbally and in writing. 
• Ability to establish and maintain effective working relationships with peers, employees, and management.  
• Ability to accept new and changing responsibilities.

WORKING CONDITIONS AND ENVIRONMENT

BENEFITS (if eligible)

• Weekly Pay and Direct Deposit
• Health Insurance (Medical/Vision/Dental)
• Company-Paid Life Insurance
• Paid Time Off (PTO) Program
• Paid Vacation and Holiday Pay
• 401 (K) Retirement Plan with a Company Match (based on eligibility)
• Employee Wellness Programs
• Fitness Center Reimbursement
• Ongoing Professional Development Opportunities
• Employee Family & Friends Discounted Stays
• Various Employee Discounts (Local Businesses and National Retailers)
• Employee Recognition and Appreciation Events (Annual Employee Picnic & Holiday Party)
• Company-Supplied Uniforms and Equipment (Applicable Positions)
• Flexible Work Schedules