Front Desk Supervisor

3 weeks ago

Virginia Beach, United States VSA Resorts Full time

**Front Desk Supervisor (FT)**

**Department:** Front Office **Location:** Virginia Beach, VA

**Summary:**

The Front Desk Supervisor is a liaison between all operational departments relating to the Owners/guests vacation experience. Provides an enjoyable vacation experience from check in to check out. Assists Resort Management in maximizing Resort inventory, average daily rates and monitoring, responding to, and communicating to third party services. Responsible for training, coordination and scheduling of Front Desk personnel. Supports efforts in meeting company guest satisfaction goals, including RCI Silver Crown Distinction expectations. Has a support relationship to all functional officers, directors, and managers.

Join our committed team of Front Desk Agents in making everyday a Great Day at VSA

**Employer Disclosure:**

VSA is a drug free workplace. You must be able to pass a pre-employment criminal background check and drug-screening.

**Reasonable Accommodations Statement:**

To accomplish this job successfully, an individual must be able to perform with or without reasonable accommodations, each essential function satisfactorily. Reasonable accommodations may be made to assist qualified individuals with disabilities to perform the essential functions.

**Essential Functions/Duties Include:**

* Schedules and coordinates staffing, coaching and counseling, reviews staff goals and conducts weekly Team Meetings, Monthly One-On-Ones and Annual reviews with team members.

* Submits vacation requests to management for consideration.

* Coordinates, creates, orders supplies, and communicates Resort amenities, activities and area attractions and events to Owners and guests.

* Interacts daily with Owners and guests, and responds to inquiries, questions, suggestions and complaints, notifies Resort Management and appropriate department and follows up with the Owner/guest for proper and timely resolution.

* Inspects units and common areas daily, correcting issues or reporting to management, as appropriate.

* Responsible for shift coverage in the event of agent or auditor absenteeism.

* Communicates and enforces all resort procedures and policies.

* Directly responsible for Resort Key control.

* Coordinate and verify all 3rd party reservations, including RCI/II are accurate.

* Monitor and update No-Shows daily, taking appropriate action in order to maximize inventory.

* Review corrections to folios with Auditors to identify training gaps.

* Coordinates housekeeping and maintenance requests and follows up with Owners and guests upon completion.

* Supports other departments in light cleaning, maintenance, house-keeping, marketing, and HR activities when needed.

* Produces reports for housekeeping/maintenance and ensures all logs are up to date.

* Updates address & telephone information for Owners submitted by Front Desk Agents and Auditor.

* Provides on-site activities, area attractions, events and other vacation information and/or supervision to Owners/guests.

* Solicits client referrals, timeshare tour opportunities, online satisfaction reviews and customer feedback for improvement.

* Performs related duties as assigned or as situation dictates.

**Minimum Education and Experience Requirements:**

* High School Diploma required

* Some continuing education on a collegiate level in business preferred

* Computer experience required

* Customer service experience required

* Supervisory experience required

**Physical Demands of this Position:**

* Position commonly requires standing, hearing, and talking. Position frequently requires walking, use of hands, placing, handling, feeling, stooping, kneeling, crouching, and shelving. Must be able to frequently lift and move up to 10 pounds and occasionally lift/move up to 25 pounds. Lifting items over 25 pounds will be done with equipment or two or more employees.

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