Resort Front Desk Supervisor

Job Summary

The Front Desk Supervisor is responsible for assisting the Front Desk Manager and/or Front Office Director while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay. He/she is also responsible for maximizing room revenue and occupancy

Education & Experience

• At least 2 to 3 years of progressive experience in a hotel or a related field is required. High School diploma or equivalent required.
• College course work in related field helpful.
• Previous supervisory responsibility preferred.
• Must have a valid driver's license for the applicable state.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must be able to work well in stressful, high-pressure situations, including ability to handle guest objections and disputes to satisfactory results.
• Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co- workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.

Job Duties & Functions

• Approach all encounters with guests and associates in a friendly, service oriented manner.
•  Maintain regular attendance in compliance with Avion Hospitality standards, as required by scheduling which will vary according to the needs of the hotel.
•  Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
•  Comply at all times with Avion Hospitality standards and regulations to encourage safe and efficient hotel operations.
•  Maintain a friendly and warm demeanor at all times.
•  Set the standard for guest relations at the Front Desk.
•  Obtain all necessary information when taking room reservations.
•  Monitor all V.I.P. and special guest requests.
•  Review Front Office log and Trace File daily.
•  Fully comprehend and execute all relevant phases of the front desk computer system.
•  Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
•  Be aware of all rates, packages, and promotions currently underway.
•  Be familiar with all in-house groups.
•  Be aware of all closed out and restricted dates.
•  Follow and enforce all Avion Hospitality hotel credit policies.
•  Be able to perform all duties of Front Desk Agent.
•  Be able to complete and ensure that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed.
•  Maintain proper operation of the P.B.X. console and ensure that all Avion Hospitality standards are met.
•  Establish and maintain good communications and teamwork with fellow associates and other departments within the hotel (set example for other associates, be the team leader).
•  Assist the G.S.M. in ensuring that associates are following and maintaining Avion Hospitality standards (i.e., answering phones, call-backs to guests, guest request log).
•  Have knowledge of and assist in all emergency procedures as required.
•  Oversee and ensure that all guests are checked in/out in a friendly, efficient and courteous manner.
•  Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
•  Ensure that associates are, at all times, attentive, friendly, helpful and courteous to all guests, managers and all other associates.
•  Ensure the maximization of room revenue through Rooms Merchandising.
•  Answer all guest inquiries in a timely and professional nature.
•  Be involved in departmental meeting, planning and execution.
•  Help maintain productivity levels at or above budgeted standards.
•  Perform any other duty as required by management.
•  Assist in training of new hires and current associates on a regular basis.
•  Attend meetings as required by management.