Front Desk Supervisor

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Full Time Clerical Destin, FL, US

3 days ago Requisition

** GREAT full-time, opportunity with competitive Benefits package! Free lunch Monday-Friday

Job Title
:
Front Desk Supervisor

Reports To
:

Front Desk Manager/Director of Guest Services

Summary
:

The Front Desk Supervisor acts as the face of the Emerald Grande, ensuring that every owner and guest receives a warm welcome. This role supervises the reception area, assisting the Front Desk Manager with coordinating all front desk activities, and supervising and supporting the staff. This person will serve at the Front Desk to oversee consistency in service and standards.

Essential Duties and Responsibilities

• Supervise and serve at Front Desk daily to include check-ins and check outs,ensuring a welcoming experience.
• Assist Front Desk Manager and Director of Guest Services as needed with addressing concerns regarding rooms and service.
• Handle payment transactions, including room charges, deposits, and refunds, while ensuring accuracy and compliance with hotel policies.
• Proactively respond to guest concerns with empathy and within established guidelines.
• Provide guidance tostaff for optimal customer service.
• Monitor training and development of Front Desk staff through observation.
• Serve at the front desk, being present for busy check-in or check-out period to include holidays and special event dates
• Coordinate on a regular basis with other departments to attend to guest requests.
• Assist with assigning guests to Wyndham inventory. Ensure that check-in and out of FOCUS is completed during the shift. Identify any cancellations or changes to Wyndham reservations and update IQWare.
• As directed by upper management, communicate with team members to ensure everyone stays informed. Include any pertinent challenges in the End of Shift Report.
• Monitor and respond to Ivy Chats from guests. Send mass communications to update guests of necessary maintenance, closures, or changes in operation hours.
• Follow up with guests to correct any incomplete information on registration cards.
• Submit Work Orders and aid in monitoring and communicating to ensure completion to guest satisfaction.
• Answer telephone inquiries, direct calls, and provide basic and/or detailed information.
• Review departure and arrival reports to ensure room moves are given priority. Verify an email was sent by Night Auditors to Housekeeping Department, of room moves.
• Check-in arriving guests; verify identification of guests with driver’s license or military  credit card for remaining balance on account and pre-authorization for incidentals. Verify length of stay and number of people staying in room. Have guests complete and sign registration cards, and rental agreements if applicable. Provide guests with room keys, explain property layout and amenities material. Enter data from registration card into IQWare and file completed registration card in bucket.
• Check out guests; accept returned towel cards, update notes accordingly, charge any balances to guest card on file, invite guests to come back and stay with us again.
• Answer with confidence: guest questions regarding the Emerald Grande
  , Harborwalk Marina
  , Harborwalk Village
  ,city wide restaurants, shopping, post-office, banking, etc.
• Stay abreast of current and upcoming events to accurately keep guests informed.
• Keep constantly communicating with the housekeeping and maintenance departments for updates on clean and working rooms.
• Other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty with confidence. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and Experience Requirements

High school diploma or general education degree (GED); 1-2 years’ front desk experience with minimum of 1 year in a leadership role.

Knowledge, Skill and Ability Requirements

Knowledge

• Exceptional leadership and interpersonal skills and attention to detail
• Empathy and positive attitude
• Initiative and…