SUMMARY

The Front Desk Supervisor reports to the Front Desk Manager and acts as a working leader while providing shift supervision to ensure optimum hospitality and compliance with company policies/procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Provide shift supervision for the Front Desk Team to ensure optimum hospitality and compliance with all company policies/procedures.
• Function as a working leader and provide operating directives and training opportunities for the Front Desk Team.
• Be the ‘Point of Contact’ to address guest requests and concerns immediately and always with a professional attitude.
• Complete routine tasks of a Front Desk Associate and welcome resort guests with a smile and the “I promise to CARE!” attitude.
• Act as an “information center” by demonstrating resort knowledge, including: location of amenities, hours of operation, information on special events / activities, pricing and merchandise. If asked a question and unsure of the answer – find someone who can help!
• Sell hotel rooms to walk in guests and reservations using established selling procedures and yield management techniques. Encourages us of Scott Enterprises restaurants or recreation facilities.
• Operate POS system to compute purchases, process cash or credit payment, verify credit/establish payment method, post/remove credit/check balances of guest accounts and provide customer with proper sales receipt and change.
• Ensure accurate records of sales transactions and refunds in accordance with resort and department polices.
• Perform basic accounting functions, such as balancing accounts as close of shift.
• Demonstrates thorough understanding of hotel equipment used at the front desk. Ensures the hotel equipment, such as fax machines, copiers, and the PMS system are maintained properly and secured.
• Maintain knowledge of resort and department policies regarding payment, exchanges and security practices.
• Communicates with management, co-workers and other departments (as required) about the status of guest rooms, guest requests, and maintenance issues. Utilizes the daily log book to coordinate information for all day shifts.
• Provide a safe, secure environment for hotel guests and associates by following key control procedures.
• Monitor guests for suspicious activities and follow appropriate protocol for theft, including notifying supervisor or security.
• Use proper telephone etiquette to answer / hold / transfer calls, take complete messages and follow policies for reservations.
• Report to work on time for scheduled shift and in appropriate uniform / nametag.
• Keep work station clean and free of debris by performing light housekeeping duties as assigned.
• All other duties as assigned.

QUALIFICATIONS to 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.

• Basic technical skills required to operate cash register/POS system, calculator and credit card machine; prior computer experience required.
• Strong attention to detail to ensure accuracy of transactions in a fast paced environment while handling multiple priorities with a high degree of professionalism.
• Verbal and written communication skills to interact with guests and associates at all levels as well as read / interpret instructions or policies.
• Demonstrate a firm, consistent and courteous attitude in order to gain respect and cooperation of public.
• Ability to use independent judgment to make sound decisions that conform to department / company policies while resolving customer issues or as unique situations occur in the absence of direct supervision.
• Desire to function in a team environment with a positive attitude to fully cooperate with other associates and adhere to rules / regulations to ensure successful operation of facility.

EDUCATION and/or EXPERIENCE

• Associates Degree or Higher in Hospitality Management or related field preferred.
• Minimum 3-years front desk experience in a high volume hotel or resort required; minimum 1-year front desk supervisory experience preferred.

Job Types: Full-time, Part-time, Temporary

Pay: From $15.00 per hour

Benefits:

• Employee assistance program
• Employee discount
• Flexible schedule
• Paid time off
• Referral program

Schedule:

• Monday to Friday
• Weekend availability

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: One location

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