Front Desk Supervisor

Garden of the Gods Resort and Club•Colorado Springs, CO

7d•Onsite

About The Position

Reporting to the Director of Front Office, the Front Desk Supervisor oversees the front desk shift. This role involves conducting service recovery, assisting guests and members with all queries via email and phone, and managing guest arrivals and departures with efficiency and professionalism. The supervisor must be able to make reservations, cancellations, and answer questions regarding rates, hotel facilities, and services.

Requirements

Must have basic knowledge of Microsoft Word and Excel.
Minimum formal education of a high school diploma.
Valid Driver's License required.
Continuous use with a Computer and Keyboard.

Nice To Haves

Some experience with Opera property management system.

Responsibilities

Supervise front desk agents and ensure that all policies and procedures are followed during shift.
Conduct shift briefings and pre-shifts for front desk agents.
Conduct all check-in and checkout procedures for the hotel according to hotel standards.
Handle incoming calls to the property and answer calls promptly by the third ring and in a courteous manner.
Make pre-arrival calls and mid-stay check-in calls daily.
Perform all accounting duties including posting charges, account settlements, and shift closing.
Maintain accurate daily event information and daily posting of event sheets.
Communicate member and guest questions and requests to appropriate departments and track requests.
Process all transmissions of reservations, changes and cancellations from all sources (telephone, mail, in-person, etc.).
Add alerts and comments to reservations that are necessary to ensure all guest needs are met.
Block Cottage and Casita reservations to assure maximum opportunity to sell three-bedroom units.
Assist in taking reservations for hotel outlets and services.
Conduct escalated service to ensure that any guest issues are solved or escalated to appropriate departments before the guest departs.
Review arrival report daily.
Ensure that proper telephone manners are always maintained, treating every guest with courtesy and respect in a warm friendly manner and addressing the guest by name.
Deliver "I Am Proud" service standards and department-specific signature touch points.
Establish cross-departmental channels of communication among teammates that are consistent and complete.
Greet every guest, member, and team member with "I Am Proud" standards and set a positive tone for every interaction.
Provide extraordinary service that is "Enriching by Nature."
Embrace, embody, demonstrate, and encourage wellness and the STRATA virtues through interactions, performance, and commitments.
Uphold the Garden of the Gods Resort and Club's brand, culture, vision, mission, and values.
Be empowered to make things go right if they go wrong.
Give the guest/member a fond farewell.
Address feedback by utilizing the LEARN Model.
Demonstrate a professional appearance and be attentive to what matters most.
Comply with company policies and procedures.
Observe and adhere to safety guidelines.
Perform other duties as assigned.
Interface positively with other departments, offering assistance when needed.
Display care in use of equipment and maintain an organized and professional work environment.