Front Desk Supervisor

Job Description

Job Description

The Front Desk Supervisor will assist in leading the team by creating a warm, inviting, and memorable experience for our owners and guests. This individual will participate in the hiring, training, evaluation, and supervision of all personnel. Additional responsibilities include ongoing training, coaching, and counseling. This individual will ensure the staff’s commitment to maintaining service expectations through observation, communication, and recognition.

COMPANY BENEFITS:

• Comprehensive Benefits: Medical, Dental, Vision, Prescription, and several other elective coverages
• HSA/FSA
• EAP - Employee Assistance Program (Free Mental Health, Financial & Legal Counseling)
• 401K with Company Match
• PTO
• Heavily Discounted Hospitality Stays & the Company Perks Website
• Tuition Assistance
• Company Appreciation Platforms & Innovation Contests
• Growth Opportunities & Stability
• Excellent Company Culture

ESSENTIAL DUTIES AND TASKS:

• Assist in assuring Front Desk business transactions (check-ins/out, etc.) are completed in accordance with company standards.
• Assist in leading the front desk team toward providing an exceptional and memorable vacation experience for all guests, including coaching, ongoing training, and counseling.
• Assist in the creation and implementation of action plans to increase departmental scores.
• Assist in producing certain management reports on a weekly or monthly basis.
• Other projects as assigned by the department and resort leaders.

SUPERVISORY RESPONSIBILITIES

• Observe and provide direct constructive feedback to employees. Displays unique problem-solving to obtain a positive outcome in adverse guest and employee situations. Effectively communicate within the Front Office and to its partners, Maintenance, Housekeeping, Activities, etc.
• Along with the Front Desk Manager, the Front Desk Supervisor will create and implement goals and plans to develop the staff to exceed guest and owner expectations.
• Responsible for assisting in training all new team members and certifying them in processes.

EDUCATION and/or EXPERIENCE

• High school diploma; college preferred or relevant experience as stated below.
• Previous experience in a Front Office, Reservations, or Customer Service timeshare resort would be ideal; however, experience in a similarly sized hotel or resort would be considered.
• All candidates will require orientation to HICV's unique computer system. Subject to the candidate’s level of experience and specific skill level, an outstanding candidate should become quite proficient in 60-90 days.

QUALIFICATIONS

• Must have extensive experience working in a property management system environment.
• Must be proficient in working with Microsoft Word and Excel.
• Must have excellent guest and employee relations skills.
• Ideal candidates will have exceptional verbal and written communication skills.

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring, and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts, and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.