Front Desk Supervisor

Position Summary: Oversees the daily operation of the Hotel Front Desk. Personally hires, trains, schedules, and supervises all front desk employees. Works the front desk and assists employees as needed. Assists guests with any issues or concerns they may have. Works in conjunction with facilities maintenance, housekeeping & housepersons, and Central Reservations.

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Wisp Resort is a four-season ski, golf, and recreational destination resort. Because of the nature of the resort business, employees may be asked to perform a range of duties outside of their primary job description as the calendar, weather, operations schedule, and business levels require._

Essential Duties & Responsibilities:

• Oversees the daily activities of the hotel front desk.
• Recruit, hire, train, and schedule Front Desk Associates based on hotel budget and business levels.
• Exhibits strong communication skills with a guest-centric focus.
• Hands-on position where the supervisor works front desk shifts and assists housekeeping/persons as needed.
• Enforces policies and procedures with all front desk employees.
• Resolves guest challenges through actively listening, investigating, evaluating, and determining the best possible follow up that meets the needs of the guest.
• Loads and maintains accurate room inventory, rates, and hotel packages in both the PMS and on-line travel agencies. Regularly review and discuss with Hotel Manager to adjust dynamic pricing in accordance with demand.
• In conjunction with the Hotel Manager manage the Online Travel Agency programs to maximize hotel occupancy.
• Post checks and credit card payments for Direct Bill accounts. Ensure the accounting department receives all necessary documentation for these transactions.
• Assist Hotel Manager and/or Accounting to resolve billing and package issues.
• Assist Hotel Manager with unit owner questions and reservations.
• Assist Group Sales with room blocks and billing.
• Follow up with group leaders regarding updated rooming lists as needed and prepare for group arrivals.
• Monitor the daily house count, expected arrivals and departures, in-house group activities, room rates, special rates, and promotions to ensure all Front Desk Associates are well informed and prepared.
• Maintain the Pantry Store inventory and order supplies in advance as needed.
• Ensure the Pantry Store is always well stocked and accounting receives invoices and monthly inventory on the 1st of every month.
• Maintain the office supplies inventory and order in advance as needed.
• Flexible in working as a team and filling in at other positions as needed.
• Provide and maintain up to date manuals for new team members and training documentation and guidelines.
• Perform all new hire training and submit the check list of what was completed to hotel manager for employee records prior to the team member working solo shifts.
• Quarterly review with current employees to praise what is being done well and revisit where improvement is needed.
• Work closely with Hotel Executive Housekeeper and Hotel Maintenance to maximize room availability.
• Acts as Manager on Duty when upper management is not available.

Qualifications:
Successful execution of this job requires an individual to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Maintain the ability to prioritize a variety of tasks under often strict time requirements.
• Exhibit an ongoing willingness and desire to learn new systems as needed.
• Work well independently, as a team member, and with other departments.
• Exhibit a willingness to accept change as an inevitable part of a dynamic business and understand responsibilities and requirements evolve.

Education and/or Experience:

• High school diploma, or equivalent
• Minimum of one-year hospitality office experience preferred.

Language Skills:

• Proficiency in spoken and written English
• Must possess excellent communication and interpersonal skills.

Analytical Skills:

• Basic math and analytical proficiency
• Knowledge and use of various software’s including Microsoft Office (Word and Excel), Visual1, Siriusware, and Ving.

Certificates, Licenses, Registrations:

• None required.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Standing for extended periods of time
• Answering/Speaking on the phone for long periods of time
• Back strain, eye strain, repetitive motion

Work Environment/Conditions:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Hospitality environment with Front Desk and office space, resort atmosphere with many, varied aspects.
• Duties may be physically demanding or stressful at times, particularly during peak season periods.

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Disclaimer_: The information listed in this Job Description may only be a summary of the work involved and could change depending on the future direction of the company. The right of final decision is with the management of the company and the company is eligible to reject any applicant without disclosing the reason.

Job Type: Full-time