Front Desk/Office Supervisor – Embassy Virginia Beach Oceanfront

OverviewSupervise the Front Desk operations to achieve customer satisfaction, quality service and compliance with corporate/franchiser policies and procedures while meeting/exceeding financial goals. Position is responsible for the assisting the department manager(s) with short term planning and day-to-day operations of the Front Desk and carrying out initiatives to ensure excellent service and quality. The major areas of responsibility/management include: Front Desk, Bell Stand, & PBX. Recommends, implements and monitors the Department’s budget and manages expenses within approved budget constraints.ResponsibilitiesResponsibilities of Gold Key|PHR Supervisors:Understand the needs of the shift, deploy resources and communicate the plan to the staff department so that products and services are delivered timely and to the department’s specifications.Use the department’s Job Skill Handbooks to consistently coach and train Associates.Use the approved tools and checklists to set daily expectations for each Associate and ensure completion of the assigned tasks.Provide daily motivation and encouragement to motivate each Associate and create the environment and teamwork for excellent service.xc2xa0Monitor daily time and attendance including clock in and out to ensure daily labor budget is met.xc2xa0 Make adjustments as needed to respond to call offs or changes in forecasted business volume. xc2xa0xc2xa0Follow Service Recovery guidelines to ensure that guest concerns are resolved to complete satisfaction.xc2xa0 Understand and escalate guest concerns when necessary.Champion Gold Key/PHR’s service culture, “The Keys to Making it Right” to xc2xa0proactively focus Associates on what matters most to lead in guest satisfaction for the brand, our market competitors and on social media.Constant inspection of your assigned areas of responsibility to ensure alignment with standards, specifications and inventories, which include cleanliness, environment/sense of place and guest experience; deploy corrective action or resources when necessary.Proactively manage safety and security procedures to prevent accidents, ensure healthy environments for both Associates and Guests.xc2xa0xc2xa0Ensure individual compliance with all Gold Key|PHR, Brand and state or federal training requirements for your role to include new hire, certification and re-certification as needed.Other duties as assigned.Handle guest check-ins and check-outs efficiently and in a friendly and professional mannerSupervise desk clerks and work load during shift. Complete shift check-lists as specifiedRun accurate room status reports in a timely manner and relay necessary information to effected departments and individualsUpdate daily group information; maintain and be familiar with future group files. Monitor and prepare group requirements and relay necessary information to effected departments and individualsPrint cashiers report and verify balances. Verify all banks and deposits accordinglyMonitor key control to maintain hotel securityRespond to guest questions regarding the hotel. Know the lay out of the hotel including all suites, parlors, meeting rooms and all outlets’ location and hours of operationMaintain good working relationships and open lines of communication with all other departments.Train, cross-train, and re-train (when necessary) all Front Desk PersonnelAssist Front Desk and/or Front Office Manager when necessaryOversee associatesxc2xa0duties and inspect work for conformance to prescribed company/franchise standards of cleanliness.Assist in preparingxc2xa0schedules for the department and forwards same to senior management for approval.Inventories stock to ensure adequate suppliesInvestigate complaints and take corrective action or take to Senior Management for assistance.Prepare any reports concerning room occupancy, payroll expenses, and department expenses.xc2xa0 Communicate issues to senior management and refer any that were not resolved.Greet and interact with the guest in a frinedly and professional manner creating the “WOW” experiencePossess full knowledge of all matters relating to proper techniques as established by hote/franchise requirements.Interact with fellow associates and guests in a courteous and professional mannerEnsure that all guest requests you receive are satisfied in a timely and efficient manner.xc2xa0 Provides service in a highly professional manner at all times.Conduct daily pre-shift meetingsAttend weekly staff meeting when directed by managmentRecord data concerning work assignments and special projects and prepare periodic reports.Ensure that the resort maintains all WA standards as defined by any third party affiliationsEnforce 100% staff compliance with uniform and grooming standardsReport unsafe work conditions/practices and safety/security violations in accordance with Company policyAssign all associates their duties, and inspect their work for conformance to prescribed company/franchise standardsOther duties as assignedQualificationsTypeQualificationEducationHigh School education or equivalent experienceExperience1-2 years supervisory experience in a Hotel or other customer relations position.SkillType a minimum of 35wpm. IBM data entry experience desirable. Ability to communicate in English. Second language desirable. Ability to achieve positive guest relations and maximize guest satisfaction. Ability to handle cash and credit transactions. Ability to enforce all company rules and SOPs. Supervisory skills.EducationHS Diploma requiredExperienceMinimum of 1 years experience in supervisory position requiredExperienceExperience Minimum of 2 years experience in front office setting at a major hotel.SkillProfessional communication skills and basic computer knowledgeSkillDemonstrated ability to work as a positive member of a leadership team, developing Associates to their maximum potential and maintaining a supportive work environment.SkillAbility to respond to common inquiries or complaints from other departments, guests, regulatory agencies, or members of the business community.SkillAbility to apply mathematical operations in accomplishing job tasks.SkillProficiency with Computer and knowledge of Property Management SystemEmployment Type: OTHER