Front Desk Supervisor - Tahiti Village

Soleil Management, LLC•Enterprise, NV

just now•Onsite

About The Position

Soleil Management by YES& was established in January 2001 and provides management services in Nevada, Hawaii, California, and Florida. We consider ourselves one of the most dynamic and resourceful management companies in the region. We are a hospitality and lifestyle company that inspires ‘lasting togetherness’ through our brands, companies, and products. We wake up every day to inspire togetherness through connecting, sharing and discovery. Life is better together. We’re better together. We’re a multi generation company founded by a family, whose big picture begins with you. Work at a place filled with genuine people, leaders who care and an opportunity to make a difference without needing permission to lead. Discover Tahiti Village Resort & Spa, an island-inspired oasis. Our all-suite resort is a family friendly destination providing guests all the comforts of home with top-level amenities and beautiful landscapes. Voted "Best of Las Vegas - Family Friendly Resort" three years in a row in part due to our amazing offerings including our sandy beach pool and tropical 1/8 mile lazy river. Our summer activities are fun and engaging, our magical mermaids swim through property multiple times a week and on the weekends we feature traditional Hawaiian Luaus parties bringing island vibes and live entertainment to our Ohana. Guests can also pamper themselves at the Mahana Spa or grab a bite and drinks at 17° South Booze & Bites featuring limited gaming. Create magic with us … At Tahiti Village Resort & Spa we are looking for energetic, professional team player with excellent communications skills. Positive attitude to deliver great customer experience and support our mission to create memorable experiences for ours guests. Role The Front Office Supervisor supports property goals, department management and staff to ensure complete guest satisfaction, creating a positive experience. The Front Office Supervisor steps in as the property leader when management is not available; ensuring service standards and training staff on guest/owner service expectations. Also, as a Trainer with a passion and commitment to people development who will enhance the competencies of our team members by designing and conducting engaging training programs that will boost workplace performance in alliance with our core values. This position will be responsible for performing training needs assessments, designing, and delivering curriculum and creating learning materials. The successful candidate must be comfortable collaborating at all levels of the organization, including in-person and remote learners, subject matter experts and senior corporate leaders. The Front Desk Trainer will be responsible for the following under direction of the Guest Service Manager:

Requirements

3 years front desk or hotel guest service experience strongly preferred. 1-2 years prior customer service experience required.
Extensive knowledge of the hotel, its services and facilities
Effective communication skills and proficient oral and written English language skills
Professional appearance that is clean, natural, polished, and professional
Proficient in Microsoft and computer skills

Responsibilities

Oversees guest service recovery, offering reasonable solutions and recording appropriately.
Develops goals and incentive to increase guest services.
Follow up on a correspondence immediately. Keep accurate records.
Take full responsibility of guest reviews.
Collaborate with management in evaluating progress of service improvements, action plans and training.
Maintain all supervisory responsibilities on each shift, MOD program and current responsibilities.
Establishing a continuous successorship culture, establishing growth from within the department not have to hire outside the company for supervisory and management positions. Mentoring supervisor and members giving the ability of professional growth.
Diffuse and resolve all guest issues. Assist the management team in providing exceptional customer service to the company, property and department.
Monitor internal department controls.
This role is primarily responsible for the first level of escalation on guest/owner-related issues and escalating to Front Desk Manager as needed.
The position requires active listening skills, ability to problem solve and find solutions and excellent communications with guest/owner.
This position utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honestly/integrity; leads by example.
Coordinate with front desk team and partnering departments to problem solve guest/owner issues.
Coordinate with management in making changes to the policies and procedures to proactively work towards resolving guest/owner issues.
Responsible for creating a consistent arrival experience and comfortable stay for VIP guests/owners.
Analyze guest/owner feedback to proactively make recommendations to the operations and partnering departments.
Provide a superb customer and professional service regardless of guest demeanor, with company service standards. Always be the ambassador to the property.
Communicate effectively to internal and external guests. Welcome, greet and engage with guests.
Create a safe and friendly environment for everyone at property. Secure all guest and company privacy information and keep it confidential.
Answer all questions pleasantly and with knowledgeable information.
Contribute to a positive work environment, in a fast passed work environment while multi-tasking.
Duties are to be completed with property standards, company policies and legal requirements for the safety, health and welfare of guests, employees, property and company.
Responsible for guest experience while maintaining department, property and company functions.
Responds to emergency situations as necessary.
Monitors and regulates employees in their performance of assigned or delegated task, while achieving excellent customer service standards.
Mentors and trains employees to company and industry standards.
Monitors internal controls, inventories and forecast at all times.
Resolve any guest issues.
Answer phones with a pleasantly at all times, while having the ability to multi task at all times.
Basic computer skills and office equipment.
Other duties as assigned.