What are the responsibilities and job description for the Front Desk Supervisor position at Stanly Ranch?
Our Company & Our Property :
Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, residences, and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, and spas, and gracious yet unobtrusive service. With 19 hotels and resorts across three continents, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection. Follow us on Facebook, Twitter, and Instagram: @AubergeResorts and #AlwaysAuberge.
About Stanly Ranch, Auberge Resorts Collection:
A private Napa Ranch cultivating the future of wellbeing. Stanly Ranch - a land that was established with legacy in mind and furthers its progression now with enlightened 21st century ideals. A vanguard in the movement toward holistic wellbeing, Stanly Ranch empowers an immersive agricultural experience intended to not only revitalize those lucky enough to visit, but to leave them transformed. Guests, owners, and locals alike will be captivated by an active and engaged private ranch lifestyle uniquely curated to nourish the mind, body, and soul through a rare connection to the land and its bounty.
Role Summary:
The Front Desk Supervisor acts as an ambassador for Stanly Ranch. The Front Desk Supervisor ensures that all day-to-day department operations are seamless in order to provide exceptional guest experiences. Front Desk Supervisor also assists with the management of all aspects of the Front Desk in accordance with Stanly Ranch standards. Handles guest complaints in the absence of the Guest Service & Rooms Division Managers (including Food & Beverage), if the guest requests to speak with a manager. Directs, implements and maintains a service and management philosophy which serves as a guide to respective staff. Maximizes the financial performance of the hotel by providing the highest possible guest service and product. Trouble shoots guest and employee problems.
Core Responsibilities:
Supports the Front Office Team to ensure exceptional guest experience.
Supports all areas of the Front Office in the absence of the Guest Service Management team
Executes and supervises day-to-day operations and team; and ensures the team is set up for success.
Trains & coaches the Guest Service Agents on Stanly Ranch’s service standards, serving as the department trainer.
Performs and supervises guests; Arrival, Departure and Billing
Addresses guest concerns to their satisfaction
Understands the impact of Front Office operations on the overall guest experience and on property financial goals and objectives.
Understands the functions of the Bell Staff, PBX, and Concierge.
Participates in department/property meetings and ensures that the Front Office team is updated as to property events and happenings.
Utilizes interpersonal and communication skills to lead, influence, and encourage others.
Encourages and builds mutual trust, respect, and cooperation among team members.
Acts as safety ambassador.
Ability to interact positively with guests from diverse backgrounds and various stages of their stay.
Ability to lift and move luggage, boxes, amenities, up to 50 lbs with or without reasonable accommodation.
Required Qualifications:
High school diploma or similar
Minimum 2 years luxury hotel experience
Ability to communicate in business English (verbal and written) with guests/team members.
Adhere to responsible, safe, and conscientious driving rules.
Ability to work a flexible schedule that includes overnights, weekends, and holidays.
Ability to be a clear thinker and remain calm under pressure.
Ability to work cohesively with other departments and individuals as part of a team.
Current CPR and first aid certification.
Preferred Qualifications/Experience:
Prior experience with Auberge Resorts collection a plus
College degree
Guest relations training.
Previous Opera cloud and Alice experience
Bilingual in Spanish or other
Current CPR and first aid certification.
What Else?:
At Auberge, we are passionate about our mission to be the best-loved operator of one-of-a-kind luxury properties and experiences. We are storytellers and story-makers, delivering simple pleasures and creating unforgettable memories. Born in Napa and inspired by the most relaxing places in the world, we prize simplicity, comfort, and beauty. Whatever role we play in Auberge, and wherever we work, we all live by the view that our core purpose is to enrich people’s lives.
If you feel that our approach is aligned with your own passions and beliefs, then please talk to us about becoming part of our family.
Stanly Ranch is an Equal Opportunity Employer, M/F/D/V. Stanly Ranch provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Stanly Ranch complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.