Lodge Front Desk Supervisor

Callaway Lodge Resort
100 Meadow View Ln
Pine Mountain, GA 31822, USA

Callaway Lodge Resort
100 Meadow View Ln
Pine Mountain, GA 31822, USA

• 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.
• 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, Hot Sos, 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.

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Equal Opportunity Employer
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