Front Desk Supervisor - Dollywood's HeartSong Lodge & Resort - Full Time Year Round

All Career•Pigeon Forge, TN

1d•Onsite

About The Position

The purpose of the Front Desk Supervisor is to supervise and coordinate the activities of all front desks, guest service and ticket staff. Assist guests with any needs or questions that arise during check-in and checkout while providing a personalized and excellent customer service. Work closely with all other departments in order to maintain proper working partnerships. Efficient and courteous operation of all front desk duties and responsibilities, adhere to company policy and procedures.

Requirements

Must be at least 18 years of age
This position requires a minimum formal education of a high school diploma
Minimum of three years job-related experience, hospitality strongly preferred
Requires minimum 2 years Supervisory experienced
Basic computer knowledge and usage preferred
Must be able to pass a typing test (score of 25 wpm or greater)
Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other employees
Must be self-motivated and disciplined
Must be able to prioritize and complete work assignments on a timely basis
Must maintain strict confidentiality and judgment regarding privileged information
Must have professional appearance with good personal hygiene
Must be productive in a fast-paced environment
Must maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays
Must be sensitive to the needs of our Guests and feel empowered to act to meet their needs within company guidelines
Must be able to utilize effective communication, problem solving, conflict management and interpersonal skills
Must be able to communicate effectively with Guests and Hosts using approved communication methods
Must display and live out Lead with Love qualities strongly rooted in the Dollywood Company culture by being patient, kind, humble, respectful, selfless, forgiving, honest, and committed
Must reflect Dollywood’s image by being genuinely friendly and caring and by taking pride in work
Must be committed to continuous improvement
Must promote and support a “team” work environment by cooperating and helping co-workers
Able to add, subtract, multiply and divide with accuracy
Able to meet the physical demands of the job
Able to stand majority of the shift

Nice To Haves

Hospitality experience strongly preferred
Basic computer knowledge and usage preferred

Responsibilities

Leads by displaying effective communication skills by providing direction, coaching, mentoring, training, and development
Responsible for improving the guests' experiences for the front desk, guest services, and ticket operations
Ensures high levels of customer service at all touch points, exceeding brand standards and guest expectations resulting in customer loyalty, referrals and repeat business
Actively welcomes guests, able to solve guest concerns, and ensures guest satisfaction
Assists Front Office Manager and Assistant Front Office Manager with human resources functions for staff, including hiring, training, scheduling, and evaluating
Handles billing questions and inquiries
Solves guest-related problems within scope of authority, including complaints and billing discrepancies
Generates reports for the front desk, facilities, and housekeeping teams
Performs all accounting duties including posting charges, account settlements, and shift closing
Completes daily and weekly reports for management
Assists Front Office Manager and Assistant Front Office Manager with managing room’s matrix and inventory
Manages departmental inventories and ensures adequate stock and re-orders when necessary