Front Office Supervisor

Overview

The Front Desk Supervisor is leadership role for the Front Office department that focuses on the customer service, administrative tasks, and team performance of the Guest Service Agent position.

• Must be able to perform all duties associated with the Guest Service Agent position.
• Supervise Guest Service Agents to ensure policies and procedures are being followed correctly.
• Curate and implement new hire and ongoing training procedures for Guest Service Agents.
• Incorporate the AAA service and the resort HEART standards into every interaction.
• Assist with the rooms control position by effectively blocking the house.
• Address guest problems/issues and assist Manager on Duty with type guest issues.
• Handle all administrative tasks including but not limited to third party billing, past due balance recovery and guest requests and communication.
• Assist in Manager on Duty coverage if needed.
• Ensure the front desk is always stocked with necessary items/equipment ordering inventory when needed.
• Build strong relationships within the Front Office Department.
• And any other duties and tasks as assigned by Front Office Management.

Education: High School Graduate or equivalent preferred

Experience: Prior supervisory experience preferred.

Certificates or Licenses: N/A

Knowledge, Skills, and Abilities:

• Ability to train and supervise with strong leadership skills.
• Ability to make quick and efficient decisions to benefit the team and guest.
• Ability to memorize and perform the resort HEART standards.
• Ability to use a moderately complex computer system and troubleshoot software problems.
• Ability to utilize a calculator to prepare moderately complex mathematical calculations without error.
• Must type a minimum of 20 WPM.
• Must have attention to detail.

Personal Characteristics:

• Behaves ethically.
• Communicates effectively:
  Speaks and listens in a clear, thorough, and timely manner, effectively reading and writing, using the English language.
• Professional Appearance:
  Exhibits an appearance appropriate for a four-diamond resort (Specific grooming standards are available for review).

Source:
Marc & Rose Hospitality