Front DeskOffice Supervisor

JOB TITLE: Front Desk Supervisor

DEPARTMENT: Rooms

Reports to: Hotel Operations Manager

ESSENTIAL PURPOSE: Oversees and coordinates daily operations of the front desk; ensures maximum guest satisfactions.

ESSENTIAL DUTIES: The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

Organizes, directs, and monitors daily activities of front desk agents

Ensures efficient, friendly, and professional guest registration, check-out, and telephone service; observes front desk agents to ensure that established procedures are followed.

Establishes procedures, prepares and coordinates schedules, and expedites workflow.

Assist with hiring, training, motivations, and rewarding front desk agents.

Reviews current day’s expected arrivals and checks all VIP and special request reservations to ensure that they are pre-registered, blocked properly, and other departments are notified of room assignment.

Revises the daily room availability and informs all appropriate staff.

Reviews status of departures on a daily basis; relays all pertinent information to front desk agents and other appropriate staff.

Ensures all necessary reports and forms are completed daily.

Performs front desk agent responsibilities as needed to process guests expediently including but not limited to check-in guest into hotel, responding to guest questions, resolving guest problems/complaints, answering telephone, making guest reservations, and check-in guest out of hotel.

Ensures that guest’s needs are fulfilled and their stay is as pleasurable as possible; assists with dining, entertainment, or transportation reservations as needed.

Assists front desk agents with resolution of guest problems/complaints as needed.

Monitors and maintains front desk areas.

Provides day-to-day guidance and oversight of subordinates; actively works to promote and recognize performance.

Keeps up to date on overall activities of the team, identifying problem areas and taking corrective actions.

Ensures proper use and care of all property equipment and supplies.

Carries out all reasonable requests of management not listed above.

Takes PRIDE in everything we do.

Takes OWNERSHIP of their actions and decisions.

Displays LEADERSHIP in our industry and our community.

Acts with INTERGIRTY by being honest, trustworthy and doing the right thing.

Displays TEAMWORK by committing to common goals based on open and honest communication.

Delivers EXCELLENCE to our guests, our communities and to each other.

SUPERVISORY RESPONSIBITLITY: Supervises frond desk staff.

QUALIFICATIONS: High school diploma or equivalent; bachelor’s degree (B.A.) preferred. One to two years related experience or equivalent. Proven leadership and business acumen skills. Demonstrated proficiency in supervising and motivating subordinates. Basic competence in subordinates’ duties and tasks. Good judgment with the ability to make timely and sound decisions.

SKILLS AND APTITUDES: Detail oriented. Organized and efficient. Position requires excellent spoken and written English communications skills. Able to work varied schedules including weekends and Holidays. Must be able to speak, read, write and understand the primary language(s) used in the workplace. Commitment excellence and high standards. Excellent written and oral communication skills. Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm. Acute attention to detail. Strong organization, problem-solving, and analytical skills. Ability to understand and follow written and verbal instructions. Ability to effectively communicate with all people at all levels and from various backgrounds.

WORKING CONDITIONS: Works primarily indoors throughout shift. Bi-level structures. Extensive facility. Well lit room. Minimal exposure to hazardous substances and fumes. Possible exposure to blood-borne pathogens.

PHYSICAL/MENTAL DEMANDS: Stand for long periods of time, calculate figures, coordinate multiple tasks simultaneously, understand and respond to a diverse populations.

IMPACT OF DECISION: Decisions directly impact the hotel’s ability to provide guests with attractive, clean, and hygienic public areas. Poor decisions may result in guest dissatisfaction and loss of revenues, due to inefficient or improper work, unsafe work practices, or improperly handled customer service situations.

DRESS CODE: Must comply with the Company’s Appearance and Dress Code policy as set forth in the Employee Handbook.

JOB CLASSIFICATION: This position is classified as non-exempt and, upon completion of the Introductory Period, the employee is eligible for the Employee Benefits outlined in the Employee Handbook. Notwithstanding the foregoing, the company reserves the right to amend, change or discontinue the policies, practices and benefits described in the handbook at any time and without notice.

NON-EXEMPT POSITION: Non-Exempt employees are subject to the wage and hour laws and entitled to overtime pay. All overtime work by a non-exempt employee must be approved in advance by the employee’s supervisor or the General Manager and the time initialed by him/her on the time card. Non-exempt employees who work overtime without prior approval are subject to disciplinary action, including termination.

AT-WILL EMPLOYMENT: The relationship between Carter Estate Winery & Resort and the employee is for an unspecific term and is considered “at will”. This means that the terms and conditions of employment may be changed, with or without cause and with or without notice, including, but not limited to termination, demotion, promotion, transfer, compensation, benefits, duties and location of work. No one other than the President of the Company has the authority to make any verbal or written agreements contrary to this provision and any such agreement must be put in writing and signed by the President before it is effective.

Carter Estate Winery & Resort reserves the right to modify and update this Job Description as needed.