Front Office Supervisor

About Us:
At Pyramid Global Hospitality, people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences. Check out this video for more information on our great company

Location Description:
Welcome to Mountain Shadows Resort, a tranquil oasis in the heart of Scottsdale, Arizona, proudly part of the Pyramid Global Hospitality portfolio. With 217 inviting guest rooms and 7,500 sq ft of meeting space spread across 11 versatile rooms, Mountain Shadows Resort is not just a place to stayit's a serene haven that seamlessly integrates comfort with career opportunities. Nestled in the breathtaking landscape of Scottsdale, Mountain Shadows Resort embodies the work culture fostered by Pyramid Global Hospitality, where professional growth and seizing opportunities take center stage. As a member of the Pyramid Global team, you'll enjoy benefits such as a 401k with a company match and recognition programs tailored to celebrate your achievements. Join us at Mountain Shadows Resort, where your pathway to a fulfilling career is guided by an excellent People First Culture. It's about being part of a professional team that understands the unique energy of Scottsdale while supporting your individual career journey. Welcome to a professional environment within Pyramid Global Hospitality that encourages your personal and professional development

Overview:

Position Summary:

The Front Office Supervisor is a key facilitator of the hotel guests arrival and departure experiences. The main focus of the position is to provide a consistent, accurate, friendly and sincere level of guest service to all guests at the hotel and to perform all aspects of the required tasks as listed in the job description and on the front desk checklist. The Front Office Supervisor will be a dedicated individual who will aggressively seek out resolutions to operational and guest related challenges. This person will be responsible for overseeing guest related issues, day to day tasks, and staff training.

Responsibilities include:

• The ability to display, at all times, a friendly, courteous and professional manner in all dealings with Residences owners, Hotel guests and other employees.
• The ability to welcome and register Residence owners and Hotel guests, with an emphasis on fulfilling requests; following special handling instructions and adhering to established credit policies and procedures.
• The ability to handle a multitude of requests at any given time
• The ability to quote and be familiar with room and rate availability for current and future dates.
• The ability to successfully complete a room reservation for any given time period knowing what types of accommodations, and rates are available. In addition, the ability to properly distinguish all said reservations as Residences or Hotel.
• The ability to recite all information regarding the Mountain Shadows facilities, hours of operation, key personnel, special events and activities, and functions in the hotel.
• The ability to assist Residence owners regarding their use options
• The ability to handle several telephone calls at any given time.
• The ability to offer adequate directions to the hotel from any location.
• The ability to select and block Residential rental units and hotel rooms for arriving guests
• The ability to assist Residence owners and hotel guests (when concierge is not available) with Concierge-type requests; knowledge of the local area as well as Arizona areas and attractions.
• The ability to handle owner and guest problems or complaints in conjunction with Management, keeping them well informed as to the problems and actions taken.
• The ability to utilize the computer system in running daily reports and posting charges and credits.
• The ability to communicate to all support departments any necessary information or requests.
• The ability to complete key packets and modify registration cards.
• The ability to check guests and owners in and out of the Residences and Hotel in accordance with specific procedures.
• The ability to make change, cash checks, and exchange foreign currency.
• The ability to maintain a balanced bank assigned to you from the Resort and to reconcile all transactions at the close of the shift and to cash out.
• The ability to train and retrain front desk staff members on all front desk related tasks and services.
• The ability to speak clearly and communicate via radio to other staff members.
• The ability to understand the tasks performed by a Telephone Operator, Reservationists, Concierge, Housekeeper, Houseman, Valet, and Bellperson.
• The ability to handle Hotel emergency procedures and situations with maturity and professionalism.
• The ability to perform other tasks and projects as delegated by the Director of Front Office, Front Office Manager, or Director of Guest Operations

Supervisory Responsibilities:

• Responsible for the initial and ongoing training of all new and existing front desk agents including Opera PMS as well as any and all Policies and Procedures of Mountain Shadows.
• Assisting the Front Office Manager on scheduling needs and concerns.
• Responsible for maintaining the current group resumes in the Group Resume Binder for constant use of up to date information.
• Responsible for overall appearance standards of all front desk agents.
• Responsible for constantly monitoring and improving current staff verbiage, removing slang and keeping the working environment consistently professional.

Specific Job Knowledge, Skill and Ability:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that they can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities:

• At least two years of front office experience in the hospitality industry.
• Reading, writing and oral proficiency in the English language.
• Ability to maintain a pleasant disposition and function efficiently in high stress/pressure work environment. Solid interpersonal skills and positive attitude is a must.
• Computer experience needed, preferably with Opera.
• Ability to stand and/or walk continuously to perform essential job functions.
• Clear, articulate telephone voice and excellent/professional communication skills required
• Ability to listen effectively, to speak and write English clearly.
• Detailed and sales oriented.
• Hearing and visual ability to observe and detect signs of emergency situations.
• Familiarity with the surrounding area is a plus.
• Must adhere to practices of occupational safety and health.