Front Officer Supervisor

Pyramid Global Hospitality

8d•Onsite

About The Position

Find your belonging by being a part of our supportive and collaborative work environment that encourages growth and fosters success. Join our Front Office team as a Front Office Supervisor! Our employees are Experience Curators who are professional memory-makers, creating personalized guest experience from start to finish. Experience Curators craft meaningful, over-the-top experiences that wow our guests time after time. Our Vision for our team members: Be a part of the OKANA Resort & Indoor Waterpark team, where your career aspirations meet a world-class destination Contribute to our distinctive atmosphere and foster your personal and professional growth An individual committed to creating exceptional guest experiences Be appreciated for what you bring to the team Learn and grow with a company that values its associates The Front Office Supervisor will assist in the supervision of the front desk staff to ensure guest service and operations meet standards. This position works at the front desk as needed; trains staff and responds to more complex questions and exceptions. Will organize, confirm, process, and conduct guest check-in/out, room reservations, requests, changes, and cancellations. Secure payment, verify and adjust billing, activate and distribute room keys, process all guest requests and relay messages. Welcome and acknowledge all guests according to company standards, anticipate and address guest service needs, assist individuals with disabilities, and exceed all guest expectations.

Requirements

High School diploma: some college preferred.
Previous Front Desk experience.
Fluent in English; able to speak, read, and write.
Customer Centric approach; ability to communicate with resort guests and associates.
Computer proficiency in resort PMS systems and Microsoft 365.
Ability to work in a fast-paced atmosphere.

Responsibilities

Answer guest questions and offer information and assistance.
Answer telephones.
Check guests in and out.
Communicate with other departments to fulfill guest needs.
Maintain work area neat and organized.
Monitor reservations made and house count.
Monitor status of guest accounts.
Report on all unsafe conditions immediately.
Update information in the computer systems as needed (i.e., post charges).
Act as Manager-On-Duty when assigned.
Answer all complaints and concerns that occur during shifts. If unable to handle, contact department manager or MOD.
Complete other duties as assigned by supervisor to include cross training.
Verify all shift work and deposits.
Assist in the training and development of new Front Desk Agents.
Attend all mandatory meetings.
Call other hotels in area for room status.
Follow checklist for required duties and timelines.
Read, pass on log and communicate with previous shift.
Run reports and complete them.