Front Desk Supervisor

About the role

The 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.

Responsibilities

• Supervise front desk associates
• Greet and check in all guests
• Assist in all guest needs and requirements, anticipating them when possible
• Maintain correct room status at all times, keeping housekeeping informed of all changes
• Aid guest in making future reservations
• Maintain knowledge of all current policy and procedures
• Aid with checkout
• Be an ambassador for Lanier Islands Resort by assisting guests with other island activities
• Provide exceptional customer service by being engaging and taking sincere interest
• Check guests in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established
• Aid in resolving problems and “WOW” guests through recovery when things aren’t quite right
• Supervise daily shift process ensuring all team members adhere to standard operating procedures
• Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests
• Work closely with the Maintenance and Housekeeping teams to communicate and coordinate the day
• Train, direct the work of, resolve issues/problems and coach/counsel the front desk team members to ensure a quality operation
• Maintain the Sundries shop, keeping up with inventory and ordering as necessary
• Train all new Front Desk Agents to provide exceptional customer service
• Promote and sell special hotel programs
• Interact with hotel/resort staff in a professional manner, assisting other departments with necessary information
• Be knowledgeable of all emergency procedures and policies
• Maintain house bank
• Communicate all pertinent information to manager on duty
• Follow set procedures on posting, charges, cashing checks, safe deposits, and refunds
• Aid other departments as needed

Qualifications

• Must be at least 18 years of age with valid driver’s license and clean MVR for 3 years
• High 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
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
• Ability 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
• Ability 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
• Ability 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
• Regularly stand, walk, use hands to finger, handle, or feel, reach with hands and arms, stoop, kneel, crouch, or crawl
• Occasionally lift and/or move up to 50 pounds
• Close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus
• Quiet noise level in the work environment