Front Desk Supervisor

Job Description

Job Description

The Front Office Supervisor will assist in leading the team by creating a warm, inviting, and memorable experience for our owners and guests. This individual will be responsible for participating 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
• Other Elective Coverages: Pet Insurance, Short & Long Term Disability, AD&D, Hospital Indemnity, Critical Illness, Accident Injury, Life Insurance
• HSA/FSA
• EAP - Employee Assistance Program (Free Mental Health, Financial & Legal Counseling)
• 401K with Company Match
• PTO
• Free Meal Per Day
• 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 Front Desk Manager 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 the Front Desk Manager in the creation and implementation of action plans to increase departmental scores.
• Assist the Front Desk Manager in producing certain management reports on a weekly or monthly basis.
• Other projects are assigned by the general manager or front desk manager.

SUPERVISORY RESPONSIBILITIES

• Observe and provide direct constructive feedback to employees. Displays unique problem-solving skills to obtain positive outcomes 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 Desk, Guest Services, PBX, Reservations, or Customer Service timeshare resort would be ideal; however, experience in a similarly sized hotel or resort is highly desired.
• All candidates will require orientation to the unique computer systems. Subject to the candidate’s level of experience and specific skill level, an outstanding candidate should become quite proficient in 60-90 days.

QUALIFICATIONS

• 6 months to 1 year of experience, minimally in a Team Lead or Supervisory role. Preferably at the front desk of a hotel or resort.
• 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.