Front Desk Supervisor

JOB SUMMARY

This position contributes to Sanctuary on Camelback Mountain success by assisting the Front Office Managers in leading the efforts of the Front Desk team while managing the arrival and departure process to ensure team members consistently provide the highest level of guest service and accuracy while maximizing up-selling opportunities. The Front Desk Supervisor is expected to be a ‘hands-on’ leader assisting management in training, motivating, and developing staff members; with a focus on living the Sanctuary Mission, Vision and Values.

JOB QUALIFICATIONS

Note: the following duties and responsibilities are not all-inclusive

• Handle guest problems or complaints in conjunction with Management, keeping them well informed as to the problems and actions taken.
• Maintain quality training programs and enforce company policies throughout the department.
• Monitor and improve current staff verbiage, removing slang and keeping the working environment consistently professional.
• Oversee daily room blocking.
• Keep all departments updated on changes and additions with well-written memos, e-mails and verbal communication.
• Assure that all guests, first time or return guests, are greeted with high professional standards.
• Work closely with Housekeeping Department and Maintenance Department at all times.
• Supervise the updating of Guest History program and educate each department of their involvement needs.
• Keep flexible schedule in order to accommodate the workload around the arrival and departures of hotel guests.
• Meet weekly with the Front Office Managers to discuss topics of mutual concern.
• Monitor the office supplies for the Front Office within budget standards.
• Ensure all areas of responsibility operate in harmony with other hotel departments, providing optimum service to guests at all times.
• Carry out supervisory responsibilities in accordance with the organization’s policies and applicable law.
• Perform additional duties as requested by the Front Office Managers & Director of Rooms.

JOB REQUIREMENTS

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• At least 2 years of prior supervisory or managerial experience required in a Hotel/Resort setting
• AAA Four Diamond experience strongly preferred.
• OPERA PMS experience strongly preferred.
• An extensive knowledge of all areas of the Front Office process.
• Ability to stand at the front desk for long periods of time to perform essential job functions.
• Must maintain highest ethical standards – possessing integrity, honesty, care and fair mindedness
• Ability to maintain a pleasant disposition and function efficiently in high stress/pressure work environment.
• Ability to understand and follow written or verbal instructions.
• Ability to effectively communicate verbally in English.
• Superior organizational skills.
• Ability to effectively multi-task.
• Maintain a professional, flexible and positive attitude.
• Ability to identify, address and resolve conflict quickly and professionally.
• Proficient in Microsoft applications such as Word, Excel and Outlook preferred.
• Report to and from work as scheduled while adhering to all resort policies.
• Take the initiative to make contributions to the department and resort while maintaining positive working relationships with co-workers.
• Maintain good safety habits and report unsafe or hazardous conditions to Security.
• Promote excellent guest relations while living the Sanctuary Commitments, Vision, Mission and Position.
• Maintain a high level of work quality and quantity per resort standards.
• Practice teamwork and effective communication with manager/supervisor/staff.
• At all times maintain the highest standards of professionalism, ethics, and a positive attitude towards all resort guests and fellow co-workers.

QUALIFICATIONS

Education High School Diploma/G.E.D. Equivalent Related Work Experience Hotel/resort reservation or front desk supervisor experience preferred. Computer experience needed, preferably with Opera PMS.