Front Desk Supervisor

AutoCamp- Nature's Boutique Hotel•Asheville, NC

7h•Onsite

About The Position

AutoCamp is seeking a Front Desk Supervisor to direct and supervise Front Desk Associates to ensure that Autocamp’s guests have an exceptional luxury-oriented outdoor experience, and, to care for associate morale, standards, training and Company profitability. The person in this role will act as the face of Autocamp by providing guests with a positive first and last impression. AutoCamp is a lifestyle hotel brand that is changing the way people experience the great outdoors. We provide an upscale, hassle-free, and comfortable experience in the world’s top outdoor destinations – we call it Outdoor Hospitality.

Requirements

Five year clean driving record required.
Previous experience with hotel PMS and POS systems.
Working knowledge of Cloud Based Applications; knowledge of Google Suite products preferred.
Experience in front office/guest service operations as a Front Desk Agent, Office Manager or equivalent.
Proven experience delivering results through the management of a team.
Proficiency in MS Office including Excel, Word and Outlook.
Strong management and relational skills.
A High School Diploma or G.E.D certificate is required.
Two or more years of progressive and practical experience in a supervisory role is required.
Comfortable working with a wide variety of guests and employees, and able to negotiate through difficult situations.
Passion for guest satisfaction and loyalty.
Thoroughness and an Attention to Detail.
Excellent and Attentive Customer Service.
Must be able to work in an indoor and outdoor environment
Ability to work a varied schedule that includes evenings, nights, weekends and holidays
Able to hear well enough to communicate on the phone and in person; and see well enough to work on a computer, read reports and drive.
Must be a MacGyver, and able to find solutions when issues arise.

Nice To Haves

Bachelor's degree in hotel or hospitality management, business or a related field.
Experience working in an upscale hospitality environment.

Responsibilities

Responsible for overseeing the front desk team and supporting the General Manager in ensuring that daily front desk operations are smooth and efficient while maintaining a focus on guest and associate satisfaction.
Lead by example: provide high-quality service and uncompromising hospitality towards all customers and associates.
Manage a multi-cultural team and lead in a manner that embraces diversity.
Partner with Assistant General Manager in the oversight of the Retail shop, responsible for insuring front office team properly stocks and sets the retail area.
Interview and hire Associates, then train and develop for technical, hospitality, communication, management, and organizational skills. Guide all associates towards success as it relates customer satisfaction, property business and financial goals.
Keep associates informed about daily operations and events.
Coordinates and creates schedules weekly based on the occupancy forecast, schedules are to be approved by Assistant Manager and posted each week.
Ensure associates are properly logging time in and out, entering PTO hours, and following meal period break law. Troubleshoot discrepancies from previous shifts and make corrections as needed.
Monitor associate performance, providing supervision and professional development, scheduling, conducting counseling and evaluations and delivering recognition and rewards.
Inform General Manager of Human Resource issues. Manage disciplinary issues with discretion, confidence and in a compassionate manner.
Possess a working knowledge of Property Management System (PMS) and downtime procedures. Keep PMS reports current.
Ensure that Autocamp standards, operating procedures and policies are in place and followed by associates.
Be knowledgeable of all emergency plans and safety practices and know how to act upon them.
Report any unusual occurrences immediately to the General Manager.
Develop and implement plans that continually improve upon guest satisfaction and associate performance. Respond and follow up on assigned customer care issues.
Create memorable check in and check out experiences for guests to encourage repeat visits.
Ensure all calls, Guest comments, comment cards and Guest surveys are properly recorded and closed. Use reports to analyze Guest problems and work to reduce and resolve such issues and takes appropriate action to ensure 100% Guest satisfaction.
Maintains and improves guest service and courtesy control programs.
Manages any guest problem or complaint in a professional and hospitable manner.
Ensures that the Front Desk area is maintained in a clean and orderly manner.
Conduct monthly department meetings to review new procedures and solicits input from all employees.
Attend weekly staff meeting to stay informed of Autocamp business and to inform department supervisors and managers of schedule needs.
Ensure best possible average rate and room occupancy.
Completes shift end and period end tasks, including review of inventories.
Monitors key controls.
Monitors delivery of packages for the business and Guests.
Know the facilities and hours of operation of the property.
Be familiar with sales strategies; communicate daily with sales coordinator.
Performs any other duties as requested by General Manager.
Responsible for leading Front Desk Associates and supporting the Assistant General Manager and General Manager in the oversight of the property.