Front Desk Supervisor

Summary Of PositionThe Front Desk Supervisor assists in management of daily Front Office operations by overseeing and supporting the Front Office team. They are responsible for providing welcoming, friendly, efficient, resourceful and hospitable service at the front desk, including check in/out and guest resolution. Open availability is essential.Essential FunctionsSupervise the efficient operations of reception including check in/out proceduresSupport team members in handling guest requests and enquires to ensure a positive outcome is achievedEnsure that both the Front Office Manager and Supervisors are kept fully aware of any relevant feedback from guests and/or other departmentsDemonstrate a high level of customer service at all timesAdvise team of any special events or VIP guests in the hotel for events or for general accommodationsUnderstand thoroughly all hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily dutiesMonitor the appearance, standards and performance of the Front Office team with an emphasis on training and teamworkMaximize room occupancy and use up-selling techniques to promote hotel services and facilitiesEnsure Associates have a current knowledge of all room categories, room rates, packages, promotions, local area and other general product knowledge necessary to perform their dutiesDemonstrate positive leadership characteristics, which inspire Associates to exceed standardsAssist other departments wherever necessary and maintain good working relationships with AssociatesComplete the registration process by inputting and retrieving information from a computer/property management system, confirming pertinent information to a guest’s reservation and making necessary changesVerify and swipe credit cards for authorization using electronic acceptance methods and verifying a photo ID at check-inHandle cash, make change and balance an assigned house bankGreet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listening attentively to understand requests Promptly answer the telephone using positive and clear communicationClose guest accounts at the time of check out ensuring the guest’s stay was enjoyable, resolving issues as necessary Supervise Front Office Associates to ensure exceptional service, and that policies and procedures are being followed correctlyQualificationsEducation: High School Graduate or equivalent required; college education highly preferredExperience: Prior supervisory experience preferredCertificates or Licenses: N/AKnowledge, Skills, And AbilitiesAbility to train and supervise with strong leadership skillsAbility to make quick and efficient decisions to benefit the team and guestAbility to memorize and perform Resort Standards, AAA standards, and resort service standardsAbility to use a moderately complex computer system and troubleshoot software problemsAbility to utilize a calculator to prepare moderately complex mathematical calculations without errorMust type a minimum of 15 WPMPersonal CharacteristicsCommunicates effectively: Speaks and listens in a clear, thorough, and timely manner, effectively reading and writing, using the English languageProfessional Appearance: Exhibits an appearance appropriate for a four-diamond resort (Specific grooming standards are available for review)Working ConditionsAttendance as scheduled is a critical element in all positions at The Scott Resort & Spa.The Scott's leaders and employees believe each guest should be treated with respect and professionalism. We create a heartfelt experience of genuine hospitality. This includes possessing and demonstrating the highest level of courtesy and respect for both internal and external guests. Our fun, friendly, enthusiastic and empowered employees treat every guest as if they were our only guest. A true customer focus is essential to success with our property.