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Guest Services Supervisor
2 months ago
Position Title: Front Desk Supervisor
Job Category: Resort Operations
Overview:
The Front Desk Supervisor plays a pivotal role in enhancing the guest experience by fostering a welcoming and memorable atmosphere for both owners and visitors. This individual will be instrumental in the recruitment, training, assessment, and oversight of all front desk personnel. Key responsibilities also include continuous training, mentorship, and support for the team, ensuring that service standards are consistently met through effective communication and recognition.
Key Responsibilities:
- Support the Front Desk Manager in ensuring that all front desk operations, including check-ins and check-outs, adhere to company protocols.
- Guide the front desk team in delivering outstanding and unforgettable vacation experiences for all guests, through coaching and ongoing development.
- Collaborate with the Front Desk Manager to formulate and execute strategies aimed at improving departmental performance metrics.
- Assist in generating various management reports on a weekly or monthly basis as required.
- Engage in additional projects as directed by the General Manager or Front Desk Manager.
Supervisory Duties:
Provide direct and constructive feedback to team members. Utilize effective problem-solving skills to achieve positive resolutions in challenging guest and employee situations. Maintain clear communication within the Front Office and with associated departments such as Maintenance, Housekeeping, and Activities.
In partnership with the Front Desk Manager, the Front Desk Supervisor will establish and implement objectives and strategies to enhance staff development, ensuring that guest and owner expectations are not only met but exceeded.
Responsible for the training of new team members and ensuring their proficiency in operational processes.
Qualifications:
A high school diploma is required; a college degree is preferred, or relevant experience in a similar role.
Previous experience in a Front Office, Reservations, or Customer Service within a timeshare resort is ideal; however, experience in a comparable hotel or resort setting will also be considered.
All candidates will undergo orientation to the unique property management system utilized by Holiday Inn Club. Depending on the candidate's experience and skill level, an exemplary candidate should achieve proficiency within 60-90 days.
Essential Skills:
- Extensive experience with property management systems.
- Proficient in Microsoft Word and Excel.
- Exceptional guest and employee relations capabilities.
- Outstanding verbal and written communication skills.
