Lodge Front Desk Supervisor

Responsibilities and Duties  

• Approach all encounters with guests and team members in a friendly, service-oriented manner. 

• Maintain regular attendance in compliance with Callaway standards, as required by scheduling. 

• Maintain high standards of personal appearance and grooming which includes appropriate uniform and name tag when working. 

• Comply at all times with Callaway standards and regulations to encourage safe and efficient operations. 

• Strong customer service background 

• Detailed - Oriented 

• Greeting guests, assist with requests, and resolve complaints 

• Manage the check-in and check-out processes 

• Monitor reservations and ensure accurate they are accurate (i.e. Walk-in, No Show, Cancellation) 

• Train and supervise Front Desk and CID Hosts 

• Implement and enforce hotel policies and procedures, including health and safety regulations. 

• Monitor and manage front desk inventory and supplies. 

• Reports to Front Office Manager and assist the Front Office Manager with daily reports (i.e. Open Folio, Shift Reports, Cash Reports, OOO) 

• Assist Front Office Manager with the guest relocations process 

• Able to Perform accounting duties which include posting charges, account settlements and shift closing. 

• Respond to guest inquiries through Zingle, HotSos, Booking and Expedia 

• Troubleshoot issues and solve crisis (i.e. Outages, walked Guest, Water Main Breaks) 

• Available to work weekends and holidays. Open availability required.  

• Ensures high levels of guest service at all touch points exceeding brand standard and guest expectations. 

• Perform other duties as assigned by supervisor or management. 

• Attend all meetings/training as required by supervisor or manager.

Qualifications 

Education & Experience:   

• High School Diploma or GED, additional certifications is a plus. 

• 1-2 years of Proven work experience as a Front Desk Supervisor or a similar role. (Required) 

• Proficient in English (oral and written) 

• Knowledge of office machines (i.e. fax, printer, copier) 

• Experience with hotel reservations software such as Opera Cloud. 

• A degree in Hospitality Management or related field is preferred but not mandatory.  

• Experience in Resort Management is a plus but not required. 

Physical Requirements: 

• Able to stand for long periods of time. 

• Lift or carry up to 40 pounds.  

• Be capable of bending, stooping and reaching.  

Mental Requirements:  

• Be able to positively motivate and lead a team, conveying information and ideas clearly and effectively so that ownership of high levels of guest service is understood to be the role of each individual team member. 

• Be able to evaluate and select among alternative courses of action quickly and accurately 

• Be able to work well in high-pressure situations while maintaining composure and objectivity, including the ability to listen carefully to and resolve guest issues to the satisfaction of the affected guests. 

• Be able to identify potential guest issues and then develop methodologies to prevent or limit the impact of those guest issues during the course of guest visits. 

• Be able to assimilate complex information and data for various sources and consider, adjust or modify to meet the constraints of the particular need. 

• Be able to effectively listen to, understand, and clarify concerns and issues raised by team members and guests. 

• Be able to work with and understand financial information and data and perform basic math functions. 

• Be able to monitor the lobby and work area to determine guest flow. 

• Be able to act as the site liaison for the convention services and sales. 

• Be able to know and understand all aspects of our business operations.