Front Desk Supervisor

Premier Island Management Group•Pensacola Beach, FL

10d•$17

About The Position

Supervise all employees of the front desk operations. Responsible for all duties of the front desk operation, which includes staff training and inter-department communications. Works a regularly scheduled front desk shift and must be available to work any shift as needed, to include night audit. Required to have strong communication skills and demonstrate leadership abilities. Provide guests and owners with Superior Service while having complete knowledge of all departments and services, the ability to handle all guest needs, concerns, and accommodations along with developing positive guest relations. Supervise all aspects of the front office and monitor the day-to-day activities of all guest service employees. Ensure all staff are properly trained on all operational programs.

Requirements

Great customer service skills, verbal and written.
Strong communication ability with emphasis on follow-up to ensure 100% guest satisfaction.
Able to demonstrate problem-solving skills and the ability to project a positive attitude in person and over the telephone.
Handles all guest issues or concerns.
Required to assist the front desk with arrivals and departures.
Maintains open communication with reservations, housekeeping, and maintenance.
Able to work all flexible schedules, including weekends, nights, and holidays.
Must meet grooming and uniform standards.
Requires strong organizational skills.
Required to work independently.
Perform in a professional, pleasant, and efficient manner at all times.
Communicates daily with the Front Desk Manager.
1-3 years Front Office Experience preferred. Hospitality Experience preferred.
Computer Knowledge, Word, and Excel. Google sheets & docs
Ability to read and communicate effectively.
Ability to organize and effectively present information to respond to questions from guests, owners, and fellow team members.
Ability to positively and professionally handle guest issues.

Responsibilities

Oversee training of all new employees on front desk processes, service recovery options, and PIMG culture. MVV and non-negotiables.
Monitor and update all training materials for the Front Desk.
Responsible for updating all shifts on any issues or events that affect their shift and that need attention or resolution.
Communicate with other departments, guests, and operational concerns. Coordinate resolution for all items.
Coordinate daily activities and follow up with the FO Manager. Follow up on all guest service recovery opportunities and financial adjustments.
Reply to all emails within 24 hours.
Make sure the front desk agents are informed of process changes, daily Line Up items, and kept abreast of all guest items that need attention. Monitor the daily pass on the log and update the staff on issues that concern them and their shift.
Make sure the staff are in proper uniform and wearing a name tag at all times. Any concerns or issues should be corrected immediately. Communicate items to the FO Manager.
Responsible for making sure you and your staff display a pleasant, professional attitude at all times.
Time off on a weekend requires a written time off request at least two weeks in advance so that the Front Office Manager can schedule coverage accordingly.
Audit the cash drawer daily and make sure that appropriate change is completed.
Follow up on all front desk items in the night audit report email daily. Communicate to the Front Office Manager any items that are incomplete or that require assistance.
Monitor in-house guest accounts to ensure that large balances are settled throughout their stay.
Assure that all proper resort banding procedures are being followed.
Audit and restock Adventure Band supplies as needed. Report any discrepancies to the Front Office Manager.
Oversee notifications and completion of items or requests sent to housekeeping, maintenance, or owner relations.
Complete all other duties as assigned.