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:

• Excellent Company Culture
• Comprehensive Benefits: Medical, Dental, Vision & Prescription
• EAP - Employee Assistance Program
• 401K with Company Match
• EAP-Employee Assistance Program
• PTO
• Heavily Discounted Hospitality Stays & the Company Perks Website
• Tuition Assistance
• Growth Opportunities & Stability

ESSENTIAL DUTIES AND TASKS:

• Assist Front Desk management 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 Front Desk Manager in the creation and implementation of action plans to increase departmental scores.
• Assist Front Desk Manager in producing certain management reports on a weekly or monthly basis.
• Other projects as assigned by the General Manager or Front Desk Manager.

SUPERVISORY RESPONSIBILITIES:

• Observe and provide direct constructive feedback to employees. Display 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.
• 1-2 years of experience in a Front Desk Supervisor role in a hotel or resort environment.
• Previous experience in a Front Office, Reservations, or Customer Service timeshare resort would be ideal; however, experience in a same-sized hotel or resort would be considered.
• All candidates will require orientation to Orange Lake’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.
• 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.

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