Front Desk Supervisor

Scottsdale Camelback Resort•Phoenix, AZ

25d

About The Position

About Us: Vacatia is an innovative hospitality company reinventing the timeshare experience across discovery booking and stay. VSA Resorts' properties include Ocean Key Resort, Atrium Resort and Ocean Sands Resort, all located in the heart of the Virginia Beach oceanfront where you are within walking distance to the beach, local restaurants, entertainment, shopping, and more. VSA Resorts reflects Vacatia's dedication to providing owners and guests with high-quality, hassle-free vacations in some of the most in-demand destinations. Join our Front Desk Team and our commitment to enhancing owner and guest experiences. Summary: The Front Desk Supervisor is a liaison between all operational departments relating to the owner/guests vacation experience. Provides an enjoyable vacation experience from check in to check out. Assists General Manager in maximizing Resort inventory, average daily rates and monitoring, responding to, and communicating to third party services. Responsible for training, coordination, and scheduling of Front Desk personnel. Supports efforts in meeting company guest satisfaction goals, including RCI Silver Crown Distinction expectations. Has a support relationship to all functional officers, directors, and managers. The Front Desk Supervisor is a liaison between all operational departments relating to the owner/guests vacation experience. Provides an enjoyable vacation experience from check

Requirements

High School diploma or GED required
2 years of proven supervisory experience in hospitality or related field is required, with ability to coach, counsel, motivate and supervise are required
Strong oral and verbal communication skills are required, with ability to effectively communicate throughout all levels of the company organization
Excellent customer service skills required
Strong computer knowledge, skills, and experience including software, spreadsheets, and reports are required
Must have ability to resolve common problems and concerns of owners/guests in a professional manner.
Must possess excellent verbal and written communication skills; able to communicate effectively with staff, owners/guests.
Must have the ability to negotiate and resolve common problems an concerns of owners/guests in a professional manner.
Must have strong computer skills, to include knowledge and use of Microsoft software
Must have the ability to effectively coach, counsel, motivate and supervise Front Desk Agents.

Responsibilities

Schedules and coordinates staffing, coaching, and counseling, reviews staff goals and conducts weekly Team Meetings, Monthly one-on-ones, and annual reviews with team members. Submits vacation requests to management for consideration.
Coordinates, creates, orders supplies. Communicates Resort amenities, activities, and area attractions and events to owners and guests.
Interacts daily with owners and guests, and responds to inquiries, questions, suggestions and complaints; notifies Resort Management and appropriate department and follows up with the owner/guest for proper and timely resolution.
Inspects units and common areas daily, correcting issues or reporting to management, as appropriate.
Responsible for shift coverage in the event of agent or auditor absenteeism.
Communicates and enforces all resort procedures and policies.
Directly responsible for Resort key control.
Coordinate and verify all 3rd party reservations, including RCM are accurate. Monitor and update no-shows daily, taking appropriate action in order to maximize inventory. Review corrections to folios with Auditors to identity training gaps.
Coordinates housekeeping and maintenance requests and follows up with owners and guest upon completion.
Supports other departments in light cleaning, maintenance, housekeeping, marketing, and HR activities when needed.
Produces reports for housekeeping/maintenance and ensures all logs are up to date.
Updates address and telephone information for owners submitted by Front Desk Agents and Auditor.
Provides on-site activities, area attractions, events and other vacation information and/or supervision to owners and guests.
Solicits client referrals, timeshare tour opportunities, online satisfaction reviews, and customer feedback for improvement.
Performs related duties as assigned or as situation dictates.