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Front Desk Supervisor

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Queensbury, United States Great Escape Lodge Full time

Summary of job:   Responsible to supervising and providing day-to-day operations and work activities of Front Desk staff, in conjunction with fellow Front Desk leadership, to ensure the highest degree of professionalism, guest service, and guest satisfaction.
KEY DUTIES AND RESPONSIBILITIES:
·        Ensure all guests are welcomed in a courteous, friendly and professional manner
·        Schedule team members to meet operating needs
·        Increase revenues by promoting/selling in-house and resort-wide services, packages, venues, and amenities
·        Investigate and resolve guest concerns quickly, professionally and effectively
·        Update guest reservations and folios throughout their stay as necessary
·        Communicate clearly and effectively with team members and guests
·        Ensure the maintenance and cleanliness of the front desk/office
·        Ensure staffing & training plans provide the support necessary to consistently execute the Service Mantra – Friendly, Clean, Fast, & Safe Service
·        Provide guidance, counseling, and development for the front desk staff
·        Document guest interactions and guest recovery efforts as appropriate
·        Multi-task between Front Desk and Call Center, providing supervision as needed in the absence of the Call Center Supervisor
·        Be familiar with, and implement as necessary, the emergency response procedures for the Lodge.
·        All other tasks as assigned by management
ORGANIZATIONAL RELATIONSHIPS: Reports to Manager of Business Operations
SKILLS AND QUALIFICATIONS:
·        High school diploma or equivalent
·        Associates degree preferred; hospitality or related field
·        At least six (6) months prior experience in front desk operations preferred
·        Knowledge of OPERA-PMS software
·        Must be able to speak, understand, read and write in English
·        Must be able to be on feet for up to six (6) hours per day
·        Ability to communicate with team members and guests in a professional manner
·        Ability to effectively motivate, develop, train, and direct other staff
·        Must be able to work days, nights, weekends, holidays and other shifts as needed