Inn Front Desk Supervisor - Full Time

The Front Desk Supervisor will support and guide staff in the delivery of world class guest service.  Duties will include, but are not limited to: courteously and efficiently handle guest arrivals and departures; performance management and scheduling for staff; ensuring departmental quality and service standards are consistently met and exceeded; proactively listening to and anticipating guest needs and troubleshooting wherever possible; and helping guests to create one-of-a-kind memories through the Front Desk/Concierge functions.  In addition, the incumbent will offer general assistance and support for the Front Office leadership team

Schedule can vary, but is generally 7am-3pm or 3pm-11pm, Wednesday - Sunday. Weekends and holiday availability are a requirement for this position.

Full Time: a position working 35+ hours per week.

The starting pay range for this position begins at $19.44/hour and is based on the level of qualifications and relevant experience above the minimum requirements.

General Essential Job Duties:

1. Accommodate room changes expediently and communicate with housekeeping.

2. Oversee front desk and PBX meal breaks.

3. Review and oversee front desk agent/PBX task and checklists daily.

4. Handle check-ins and check outs in a timely manner.

5. Input information into SMS and maintain guest records accurately and precisely, paying close attention to details and comments.

6. Make post check-in telephone calls to assure that guests expectations are met.

7. Process all messages and faxes for guests, and file with proper registration and log procedures.

8. Operate the time lox key system as needed.

9. Operate the eTIX ticketing system as needed.

10. Pick up keys and express check out folios and process accordingly.

11. Pre-key groups that are hard blocked and non-moveable.

12. Monitor guest registration cards and bucket check with in-house lists.

13. Call housekeeping with guest awaited rooms.

14. Record and trace any room moves and guest room amenities that follow with room service and/or concierge.

15. Monitor all end of day reports for each front desk agent.

Requirements:

1. A high school diploma (or GED).  Additional education, training, and/or certifications strongly preferred.

2. A minimum of two (2) years of related experience in a full-service, upscale/luxury hotel or resort or similar guest service environment.  An equivalent combination of education and experience may be considered.  The preferred candidate will have had previous front desk experience in a four or five star/diamond hotel/resort.

3. Demonstrated leadership skills and/or previous supervisory/management experience.

4. Proven commitment to the delivery of world class internal and external guest service and the ability to motivate staff to do the same.

5. Proficiency in Microsoft Word applications including Word, Outlook and Excel.

6. Must have solid knowledge of four/five star service and quality standards.

7. Candidates must have outstanding interpersonal and communication (written and verbal) with focus on service.

8. Must be able to handle a variety of guest service situations professionally in a manner consistent with company standards.

9. Excellent attention to detail.

10. Strong planning, organizational, and time management skills.

11. Must be comfortable in professionally representing Biltmore with internal and external guests.

12. Ability to be proactive, take initiative, creatively problem solve, and exercise good judgment; should be able to anticipate and exceed guest expectations.

Physical Requirements:

1. The individual will work in a guest contact environment.

2. The individual will be required to lift up to 25 pounds on a regular basis.

3. The individual may work in a standing position for extended periods of time, and may be required to kneel, reach overhead, bend/stoop as needed.