Purpose
The Hospitality Supervisor –Front Office supervises the daily operations of the front desk, rooms control, and PBX while maintaining positive working relationships with all other departments.
Principal Duties and Responsibilities
- Responsibilities listed may not apply to all locations
- Supports the vision and goals of the General Manager and assists in creating and implementing new service initiatives
- Isa hands-on leader and a visible front office team member who leads by example
- Monitors departmental service levels and acts accordingly
- Identifies areas of opportunity to improve processes and procedures to elevate the overall guest experience
- Is responsible for internal audits to ensure compliance with corporate SOPs and QA standards
- Is responsible for staff development
- Serves as Manager on Duty as needed, making decisions based on the business requirements
- Works all shifts as need dictates
- Is responsible for other duties as set forth by the Resort Manager, including but not limited to training, scheduling, coaching, and counseling, disciplinary action, conducting meetings, completing monthly reporting, assisting with inventory management, and leading the front office staff.
- Works front desk as needed, checking guests in/out, answering phones and handling guest comments and concerns
- Assists in the management of the resort’s room matrix, discrepant reservations, and maintaining inventory
- Monitors front desk controls, cash drawers, change given, and key inventories
- Provides follow-up of maintenance/ housekeeping requests
- Steps into any role when necessary
- Ensures the satisfaction of all guests by responding to guests needs and leading other Team Members in handling guests’ concerns
- All other duties as requested
General Statement - Performs the job assigned, complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity.
Job Requirements
Education, Essential Training / Certifications, and Experience:
- High School Diploma/GED
- Minimum 3 years of supervisory/management experience in hotel/resort operations, preferably in vacation ownership
Skills, Knowledge, and Abilities:
- Exceptional communication and leadership skills
- Excellent interpersonal skills when dealing with guests, Team Members, and the general public
- Good work ethic
- Knowledge of daily operations of the front desk, reservations, and problem resolution
- AS400/TSW experience preferred
- Ability to supervise a staff of Team Members
- Knowledge of Vacation Ownership is preferred
- Strong interpersonal and organizational skills
- Effective oral and written communication skills coupled with strong interpersonal skills
- Demonstrated ability to manage multiple functions and multitask
- Flexible schedule; ability to work evenings, weekends and holidays
Shift: Additional hours may be necessary to meet business needs
- Regular Hours, On-Call, and Weekend
Travel: