Provides guidance and leadership as Front Office Supervisor and ensure consistent quality of guest service is provided to all guests in accordance with SBE's standards.
Assign and instruct Guest Service Agents, Telephone Operators and Bell Attendants in details of work. Observe performance and encourage improvement. Monitor lobby traffic to make staffing adjustments accordingly.
Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the resort. Assist Guest Service Agents, Telephone Operators, Bell Attendants and other departments with any questions or requests.
Resolve guest complaints by conducting thorough research of the situation and the most effective resolution. Authorize revenue allowances to remedy problems only after alternative solutions have been offered.
Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with SBE's standards.
Monitor performance of staff with performance evaluations and discipline issues. Make recommendations for training related issues when inconsistencies develop at the Front Desk.
High school graduate or equivalent required.
College degree preferred.
1-2 years of front office supervisory experience, preferably in a 4 or 4 diamond hotel/resort.
2 years front office agent experience.
Previous experience with scheduling, ordering/managing supply inventory.
Excellent command of the English language is essential, both written and verbal.
All team members must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.
Additional language ability preferred.
Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the resort. Regular attendance in conformance with the standards, which may be established by SBE from time to time, is essential to the successful performance of this position.
Due to the industry that we are in a need will occur for each associate to provide “Lateral Service”. Our goal is to ensure that we are maximizing customer satisfaction and as a result there will be times when our associates in Operations will call upon us for support to ensure customer satisfaction occurs.
When we are fortunate enough for this to occur, each associate will positively respond unless there is a chance that an opportunity resulting in dissatisfying a guest could occur. If this is the case the leader is to be notified and the level of support that is being requested will be obtained.
Frequency Key: Never – 0 hours; Rare – up to 1 hour; Occasional – 1-3 hours; Frequent – 3-6 Hours; Constant – 6-8 hours
Physical Activity Frequency
Walking, standing Constant
Lifting and carrying Occasional up to 20 pounds.
Near Vision Constant
Far Vision Constant