Front Desk Supervisor

Location: Nellysford

SUMMARY:

Responsible for assisting the Front Desk Manager and Assistant Manager in the daily operation of the Front Office, with the primary goal of providing exceptional guest service to resort visitors. Also responsible for all aspects of the Front Desk during a designated night shift (3:00 PM–11:00 PM), including essential reports, staff supervision, accounting functions, and overseeing incoming phone traffic patterns to the Guest Service Center.

This position requires availability to work weekends and holidays as part of a rotating schedule. Additional responsibilities include handling guest issues or complaints by providing assistance for immediate resolution. Must encourage, demonstrate, and impress guest service expectations to all Front Office staff. This position is an active member of the training team responsible for initial and ongoing training of Front Office personnel.

PRIMARY RESPONSIBILITIES:

Fulfill all job details and qualifications of Front Desk Attendant and PBX Operations.

Cross train in Reservations and Housekeeping Departments.

Complete Accident/Incident reports as necessary.

Assist the Front Desk Manager and Assistant Manager in the on-going development of training documentation, staff meetings and customer service training for the Front Office.

Assist in training of Front Office staff and representatives of other departments who cross-train at the Front Office. Provide training and assistance to staff when needed with accounting cashier reports, vouchers and cash outs.

Assist in the daily supervision of operating the department.

Monitor and evaluate individual performance of Front Desk Attendants on a daily basis. Immediate feedback, positive and constructive is expected. Assist with disciplinary and/or corrective action of Front Office staff.

Understand and assist in the operation of necessary computer equipment, which includes Springer-Miller HOST System and Vision. Responsibility includes documenting and reporting trouble with equipment and/or programs to the appropriate internal and external entities for resolution.

Communicate to Front Desk Manager and Assistant Manager any problems, situations or questions as needed.

Monitor and inform Front Desk Manager or Assistant Manager of office supply (printed form) inventory (registration cards, folios, key packets, coupons, envelopes, vouchers, parking permits, etc.)Monitor and order required inventories of collateral material obtained from other internal departments (including pens, matches, resort maps, brochures, state maps and weekly activity sheets).Monitor and inform Front Desk Manager and Assistant Manager of office and sundry supply inventory (guest amenities, etc.).Communicate

directly with other departments and managers regarding reservations, occupancy, accounting and group issues.

Monitor and maintain upcoming and in house group files, including creation of files and assembly of materials for Night Audit when closing the accounts following check out.

Print and monitor reservation arrival reports. Coordinate staff audit of arrival bin. Coordinate double check on coupon preparation for arriving guests.

Communicate with Front Desk Manager and Assistant Manager regarding unit deficiencies and out-of-order requirements or recommendations.

Maintain and communicate effective use of Front Office Log Book and Front Desk e-mail for multi-shift information and follow up. Demonstrate and encourage effective use of these internal communications.

Prepare and coordinate the preparation of registration for the following day including registration cards and all associated attachments. Use R&R Reports to prepare coupon orders for social package guests as needed.

Demonstrate highest level of accounting responsibility including bank management, cashiering and voucher/back-up preparation.

Understand and demonstrate proper rate controls and discount parameters when dealing with overnight guests.

Assist in the development and input of help screens and Concierge Directory In Springer Miller designed to provide needed information through computer system.

Direct staff in the effort to stock work stations properly with appropriate information tools (conference schedules and activity sheets).Ensure faxes and packages are handled properly by the Front Desk staff .Demonstrate and enforce proper appearance and uniform requirements at the Front Desk.

Perform general check in and check out duties required of the Front Desk in addition to the responsibilities listed above.

MINIMUM QUALIFICATIONS:

Basic record-keeping and report-writing including budgets

Good supervisory, administrative and accounting skills.

Self-motivation and ability to work independently, yet know when to seek assistance.

Must possess the ability to evaluate and discipline staff fairly, with empathy and without prejudice.

Position will need to quickly review, evaluate and deal with guest and employee situations keeping in mind guest satisfaction, company and owner profitability and employee morale.

Must…