Front Desk Supervisor

Job Description

Job Description

**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 to staff 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 ID. Process 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 leadership by example
• Ability to handle multiple requests and operational demands with a high degree of professionalism, operating often with time sensitive deadlines
• Ability to work a flexible schedule 
• Excellent computer and writing skills

Key Competencies 

Key Competencies include strong work ethic, negotiating and closing, attention to detail, relationship builder, multi-tasker, problem analysis and solving, excellent communicator, confidentiality, and integrity. Adhering to our Core Values includes being guest-centric, teamwork, respect, pro-active, accountable, learning, and sustainable.

Mathematical Skills 

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. 

Reasoning Ability 

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. 

Other Qualifications 

Availability  Open and operational seven days a week. Employees are required to be available to work days, nights, weekends, and holidays. 

License Requirements  Valid driver’s license that has been in effect for at least three years, with no major violations and no more than two minor violations in the past three years.

Rules and Regulations  All employees must adhere to all safety rules and regulations required by local, State and Federal authorities, wear the appropriate personal protective equipment necessary to perform the job in a safe manner and will follow all safety rules per the Company’s Safety Policy. 

Language Skills  Must be able to speak, read, write, and comprehend the English language. Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to speak effectively before groups of customers or employees of organization. Ability to communicate in Spanish a plus.

Physical Demands . While performing the duties of this job, the employee will regularly walk, pushing a linen/supply cart regularly upon occasion; reach with hands and arms; talk and hear. The employee will stand; walk and stoop, kneel, or crouch. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus. The employee must be able to lift 5-10 pounds regularly and over 10 pounds, with assistance, upon occasion. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

Work Environment  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. 

The physical environment requires the employee to work mostly inside in climate-controlled conditions.