Front Desk Supervisor

Job descriptionJOBSUMMARYThe Front Office Supervisor administers all front office functions and supervising staff on a daily basis. Front Office areas include Bell / Door staff, reservations and guest services / front desk. Positions directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.BENEFITSFULL TIME TEAM MEMBER BENEFITSMedical, dental, and vision insuranceHealth Savings AccountBasic Life and AD&D insuranceAccident & Critical Illness insurancePaid time off for vacation, sick time, and holidaysEligible to participate in the Company’s 401(k) program with employer matchingFULL TIME AND PART TIME TEAM MEMBER BENEFITSComplimentary employee lunch!Free golf!Friends & Family Discount at HomesteadEligible to participate in the Employee Referral Bonus ProgramCORE WORK ACTIVITIESManages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.Develops specific goals and plans to prioritize, organize, and accomplish your work.Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.Managing of Front Desk TeamUtilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.Encourages and building mutual trust, respect, and cooperation among team members.Serving as a role model to demonstrate appropriate behaviors.Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees’ absence.Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.Ensuring Exceptional Customer ServiceProvides services that are above and beyond for customer satisfaction and retention.Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.Responds to and handles guest problems and complaints.Sets a positive example for guest relations.Empowers employees to provide excellent customer service.Observes service behaviors of employees and provides feedback to individuals.Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.Ensures employees understand customer service expectations and parameters.Interacts with guests to obtain feedback on product quality and service levels.Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.Managing Projects and PoliciesImplements customer recognition/service programs, communicating and ensuring the process.Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.Supervises same day selling procedures to maximize room revenue and control property occupancy.Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.Supporting Human Resource ActivitiesSupports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.Participates in employee progressive discipline procedures.Additional ResponsibilitiesProvides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.Analyzes information and evaluating results to choose the best solution and solve problems.Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.Performs all duties at the Front Desk as necessary.Runs Front Desk shifts whenever necessary.Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.ExperienceMust have prior hotel and front office leadership experienceAbout HomesteadDating back to 1886, the Homestead Resort & Golf Club is a historical and unique hotel with years of history in the making. The resort includes a golf course, 127 guest rooms and suites, and a crater that is 65 feet deep and naturally filled with mineral water that continuously flows at 96 degrees year round. This crater has become a very well known attraction around the world and is a top spot for taking a mineral water soak, doing paddle board yoga or scuba dive certification. The entire resort is undergoing a rebranding and renovation of all guest rooms, food outlets, golf course, landscape, pools, spa and much more, and the excitement is palpable. Working with our team allows for great experience today in an everchanging environment with the rebranding and renovation, and will be followed by a consistently beautiful resort with all new amenities that will be one of the top resorts for a guest to visit. We are building an incredible team to be a part of this project, and offer positions in all areas from the golf course, banquets, room operations and food & beverage to accounting, human resources, sales and events management.. We can’t wait to meet you!