Front Desk Supervisor

POSITION PROFILE:

Provide leadership that engages the service team to enhance the guest experience, ensure customer loyalty, and produce positive results for all stakeholders. Strives to model the Pursell Farms core values in the completion of their work.

ESSENTIAL JOB FUNCTION:

Support the Hospitality Manager in leading all aspects of the front desk, and guest services departments to ensure the best possible experience for the internal and external customer.
Resolve and react to guest complaints, needs or concerns and ensure all guests receive appropriate responses in a timely and professional manner.
Anticipate potential problems by reviewing and monitoring complaint records, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
Have accurate and complete guest assistance information available regarding events on property etc.
Determine the requirements for, and monitor special groups, guest and all VIPs.
Communicate daily with Hospitality staff and other department managers to ensure consistency and pass-on of pertinent information.
Ensure support areas are functioning correctly and communicate to staff.
Prepare associate schedules and implement training and procedures to ensure a seamless and enhanced guest arrival and departure experience.
Contribute to the budget process. Ensure labor and direct expenses are properly managed based on forecast/budget guidelines established.
Serve as the Manager on Duty for the resort
Provide continuous coaching to associates to ensure success.
Rally and redirect a team to find creative solutions to guest challenges.
Communicate to both, guests and fellow associates, professionally and positively
Perform all other duties as needed

DESIRED SKILLS AND QUALIFICATIONS:

Education:

Degree in Hospitality and Hotel Management or equivalent combination of education/experience.
A minimum of 1 to 2 years' experience in a related field or management position. Hotel experience preferred.

Skills and Abilities:

Ability to perform critical analysis and manage wide-range of information.
Have strong diplomacy and communication skills, with the ability to build effective relationships with managers, team members and guests.
Possess strong leadership skills with the ability to hire, train, coach, guide, reward and develop staff; with emphasis on continuous improvement in guest service quality.
Possess exceptional organizational skills, including effective task delegation, time management and the ability to manage multiple priorities in a fast-paced environment.
Excellent oral, written and presentation skills sufficient to produce successful communication and be able to listen effectively.