Front Desk Supervisor (FT)

Grand Traverse Resort•Acme, MI

9d•Onsite

About The Position

The Associate will be responsible for training staff on front desk etiquette and procedures, checking guests in and out of hotel rooms, acting as a resort ambassador, maintaining guest service standards and operational procedures, and managing training and departmental procedures. This role involves organizing and implementing training programs, maintaining training manuals, motivating and coaching staff, managing room inventory, tracking front office statistics, enhancing guest satisfaction, managing cash control, safety, and emergency procedures, and maintaining office supplies. The position also includes performing management duties in the absence of the Guest Services Manager or Assistant Front Desk Manager, checking guests in and out when necessary, acting as Manager on Duty, and adhering to environmental practices.

Requirements

Prior experience in front desk operations or customer service is preferred.
Prior experience in a leadership role is preferred.
Excellent guest service skills with a high energy level.
Good oral and written communication skills.
Detail-oriented.
Ability to type and input data into a computer database.
Moderately familiar with Microsoft office software (Word, Excel, etc.).
Ability to work unsupervised for long periods of time.
Ability to handle multiple tasks simultaneously.
Ability to work well under pressure.

Nice To Haves

Experience with LMS is a plus.

Responsibilities

Organize and implement training and cross-training programs for staff.
Maintain and update training and trainers manuals.
Motivate and coach staff to maintain and exceed expected performance levels.
Maintain the integrity of room inventory on a daily basis by reviewing and reacting to daily reports.
Maintain accurate statistics for the front office, including house counts and timekeeping reports.
Participate in maintaining operations within budget guidelines.
Enhance guest satisfaction by responding to and recovering from guest concerns.
Manage all procedures for cash control.
Manage all safety and emergency procedures for the Front Desk.
Organize departmental materials and maintain par stocks.
Maintain the housekeeping needs of the front and back office.
Perform management responsibilities in the absence of the Guest Services Manager or Assistant Front Desk Manager.
Check in and out guests when necessary.
Act as Manager on Duty when Manager or Assistant Managers are not present.
Understand and abide by environmental practices of the resort.
Other duties as assigned.