Front Desk Supervisor

4 months ago

Branson, United States Welk Resort Group Full time

** Front Desk Supervisor**

**Job Category****:** Resort Operations **Requisition Number****:** FRONT03453 Showing 1 location **Job Details**

**Description**

**Essential Duties and Responsibilities (other duties may be assigned):**

**Resort Wide:**

* Consistently follow the I-Serve standards at all times.

* Follow all company and department policies and procedures.

* Attend safety meetings, keep the workplace in safe condition, and work in a safe manner.

* Adhere to attendance policy and report to workstation at scheduled start time.

* Propose ideas or find ways to improve services, systems, and/or procedures.

**Department:**

* Guest Service. Assist guests and respond to guest requests in a professional and timely manner. Manage guest challenges and resolve these challenges to the guests satisfaction. Manage the Guest Compensation Log. Ensure the Front Office team consistently follows the Signature Guest Engagement standards.

* Front Office Operations. Oversee day-to-day Front Office operational demands. Together with the Front Office Manager and Assistant Managers, oversee Front Office operations including room swapping, inventory types and rules, check-in, check-out, and room blocking. Ensure that all Front Office procedures and AOPs are adhered to by all Front Office team members. Promote financial accountability within the Front Office department.

* Sales & Inventory. Adhering and following the AOPs to ensure inventory is satisfactory to avoid expiration of items, properly rotating inventory and communicating with his/her supervisor when items need purchased. Furthmore accurately collecting revenue as a direct-point of sale (cash transaction) or posting the items correctly to a guest folio as a room charge or the appropriate house account.

* Associate Service. Solve and/or assist Front Office team members in solving non-routine or complex guest challenges, system challenges, and/or procedural issues. Provide on-going training for all Front Office team members (together with the Front Office trainer).

* Welk Culture. Motivate the team by maintaining a positive attitude and exemplifying the vision and mission of the Welk Resort.

* Future Planning. Together with the Front Office Manager and Assistant Managers, create long-term strategies for the growth of the Front Office department. Point, suggest, and assist in implementation of procedure/policy changes.

* All other duties as assigned.

**Qualifications:**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements following this paragraph are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**Education and/or Experience:**

Have High School diploma or equivalent (GED), One year certificate from college or technical school. Proficiency in Microsoft Outlook, Word, Excel, PowerPoint. TimeShareWare skills a plus. Six months to One year related supervisory experience and/or training in a hotel/resort environment. Timeshare experience a plus.

**Language Skills:**

Ability to read and interpret documents such as safety rules, operation and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or Team Members of the organization. Excellent communication skills required. Must be able to speak, understand, read and write English. Must have excellent English grammar skills, including punctuation, spelling, style, etc.

**Reasoning Ability:**

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to make decisions that are in the best interests of the company. Ability to be flexible and easily adapt to change. Ability to establish and maintain effective working relationships with co-workers, field personnel and sub-contractors/vendors.

**Physical Demands:**

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the Team Member is regularly required to stand; use hands to finger, handle or feel; and talk and hear. The Team Member is frequently required to walk and reach with hands and arms. The Team Member is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The Team Member must regularly lift and/or move up to 25 pounds.

**Work Environment:**

The work environment characteristics described here are representative of those the Team Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually low.

**Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

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