Front Desk Supervisor

LAKE JUNALUSKA ASSEMBLY INC • Lake Junaluska, NC

10d • Onsite

About The Position

The Front Desk Supervisor at Lake Junaluska Assembly Inc. is responsible for overseeing the lodging department's front desk operations and ensuring exceptional guest services. This role involves managing reservations, assisting guests, implementing guest recovery strategies, and leading the front desk team. The supervisor will also handle billing, monitor guest accounts, and ensure the team is well-prepared for daily operations and group activities. A key aspect of this position is to act as a coach, role model, and trainer for the front desk staff, imparting not only job-specific skills but also the history and philosophy of Lake Junaluska. The goal is to foster a positive atmosphere for both staff and guests, ensuring hospitable, accurate, and efficient interactions, and contributing to departmental and organizational goals. This includes proactively resolving guest challenges and assisting with staff scheduling and performance monitoring.

Requirements

• High school graduate with experience working with the public.
• Some experience in related fields.
• Ability to read and comprehend complex instructions, correspondence, and policies.
• Ability to communicate detailed instruction/correspondence.
• Ability to quickly add, subtract, multiply and divide in all units.
• The ability to properly collect, disperse and reconcile cash on a regular basis. All cash handling must be meticulously executed without error.
• Routine duties are performed with limited supervision. During non-routine situations a best course of action should be determined, and if needed appropriate additional support should be sought.
• Must exhibit excellent communication and customer service skills.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Able to efficiently prioritize tasks, multi-task, and organize daily/weekly activity and scheduling of staff.
• Ability to apply common sense understanding to carry out and issue instructions furnished in written, oral or complex detail.
• Intermediate personal computer skills, including email, routine database activity and word processing.
• Ability to learn and teach the use of specific software used for the front desk area.
• Be punctual to work and other related functions; perform well in a team environment; complete work in a timely, accurate, and thorough manner; conscientious about assignments and be able to prioritize daily/weekly tasks and events.
• Must be a team player and cooperate at a high level with all staff regardless of department.
• Ability to receive guidance with respect to general objectives; in the majority of tasks and projects assigned, occasionally determine methods, work sequence, scheduling/delegation to achieve objectives of assignments while adhering to specific policy guidelines.
• Able to work independently but operate within department policy guidelines using independent judgment.
• Strives for excellence in all tasks and duties, and fosters an attitude of “exceeding guest expectations”.
• Guest feedback and reviews should reflect that exceptional hospitality and service is routinely executed by our front desk team.
• A negative perception of our team/service reflects on the quality of our leadership.
• Aide our mission by leading efforts to support others through friendly comradery, genuine hospitality and sharing of knowledge/skills.

Nice To Haves

• Experience in related fields.

Responsibilities

• Provide all services required by Assembly guests as pertains to the lodging department and facilitate those needs concerning other departments.
• Provide assistance to all guests who are registered and registering at Lake Junaluska properties.
• Implement appropriate means of guest recovery as needed to ensure guests find value from their time with us and are eager to return to Lake Junaluska in the future.
• Regularly create reservations over the phone or with a guest present at the front desk.
• Regularly maintain and proactively monitor guest accounts, handle all system functions concerning hotel guests and conferences, handle all guests billing and other related business for correct accounting purposes.
• Ensure front desk staff are well-equipped/stocked and prepared to handle day to day business and group activity.
• Lead the front desk team as a coach, role model and trainer; not only pertaining to essential functions of the front desk job, but also in sharing the history and philosophy of Lake Junaluska.
• A player for ensuring that a positive atmosphere is created and maintained for our staff, as well as our guests.
• Facilitate all front desk and retail interactions hospitably, accurately, and efficiently.
• Participate in and instigate proactive team efforts to achieve departmental and organizational goals.
• Help avoid, diffuse and resolve guest challenges in a timely manner.
• Help schedule front desk staff to meet operational needs and provide supplemental support to reservations as needed.
• Help monitor front desk staff’s performance and opportunities for improvement.
• Perform other duties and responsibilities as assigned and required.
• Ensure all safety policies, practices and procedures are upheld.
• Report all unsafe activities to a manager.

Benefits

• Up to 10% travel

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED