Front Desk Supervisor

SummaryThe Front Desk Supervisor oversees day-to-day operations of the front desk, assists in supervising and training staff, maintains guests records in an orderly manner, and works with others in anticipating and servicing guest’s needs.They also handle guest inquiries, manage reservations, and resolve complaints.Essential Duties And ResponsibilitiesSupervise front desk associatesGreet and check in all guestsAssist in all guest needs and requirements, anticipating them when possibleMaintain correct room status at all times, keeping housekeeping informed of all changesAssist guest in making future reservationsMaintain knowledge of all current policy and proceduresAssist with checkoutBe an ambassador for Lanier Islands Resort by assisting guests with other island activitiesProvide exceptional customer service by being engaging and taking sincere interestCheck guests in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is establishedHelp to resolve problems and “WOW” guests through recovery when things aren’t quite rightSupervise daily shift process ensuring all team members adhere to standard operating proceduresConduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requestsWork closely with the Maintenance and Housekeeping teams to communicate and coordinate the dayTrain, direct the work of, resolve issues/problems and coach/counsel the front desk team members to ensure a quality operationMaintain the Sundries shop, keeping up with inventory and ordering as necessaryTrain all new Front Desk Agents to provide exceptional customer servicePromote and sell special hotel programsInteract with hotel/resort staff in a professional manner, assisting other departments with necessary informationBe knowledgeable of all emergency procedures and policiesMaintain house bankCommunicate all pertinent information to manager on dutyFollow set procedures on posting, charges, cashing checks, safe deposits, and refundsAssist other departments as neededPerforms other related duties as required and requestedSupervisory ResponsibilitiesDirectly supervises 4-6 employees in the Front Desk Agent positionCarries out supervisory responsibilities in accordance with the organization's policies and applicable lawsInterviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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. Must be at least 18 years of age with valid driver’s license and clean MVR for 3 years.EDUCATION And/or EXPERIENCEHigh school diploma or general education degree (GED) and one to three months related experience and/or training; or equivalent combination of education and experience.Valid Driver's License and clean three (3)-year MVR required.Language SkillsAbility to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.Mathematical SkillsAbility to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.REASONING ABILITYAbility to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.PHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee is occasionally required to climb or balance, talk or hear, and taste or smell. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.WORK ENVIRONMENTThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.