Lodge Front Desk Supervisor

All Career • Pine Mountain, GA

3d • Onsite

About The Position

The Lodge Front Desk Supervisor is responsible for approaching all encounters with guests and team members in a friendly, service-oriented manner. This role requires regular attendance, maintaining high standards of personal appearance and grooming, and complying with all hotel standards and regulations to encourage safe and efficient operations. The supervisor will manage the check-in and check-out processes, monitor reservations for accuracy, train and supervise Front Desk and CID Hosts, and implement hotel policies and procedures. This position also involves managing front desk inventory, assisting with daily reports, performing accounting duties, responding to guest inquiries via various platforms, and troubleshooting issues. The supervisor must be available to work weekends and holidays, ensuring high levels of guest service at all touch points and performing other duties as assigned.

Requirements

• High School Diploma or GED, additional certifications is a plus.
• 1-2 years of Proven work experience as a Front Desk Supervisor or a similar role. (Required)
• Proficient in English (oral and written).
• Knowledge of office machines (i.e. fax, printer, copier).
• Experience with hotel reservations software such as Opera Cloud.
• Able to stand for long periods of time.
• Lift or carry up to 40 pounds.
• Be capable of bending, stooping and reaching.
• Be able to positively motivate and lead a team, conveying information and ideas clearly and effectively so that ownership of high levels of guest service is understood to be the role of each individual team member.
• Be able to evaluate and select among alternative courses of action quickly and accurately.
• Be able to work well in high-pressure situations while maintaining composure and objectivity, including the ability to listen carefully to and resolve guest issues to the satisfaction of the affected guests.
• Be able to identify potential guest issues and then develop methodologies to prevent or limit the impact of those guest issues during the course of guest visits.
• Be able to assimilate complex information and data for various sources and consider, adjust or modify to meet the constraints of the particular need.
• Be able to effectively listen to, understand, and clarify concerns and issues raised by team members and guests.
• Be able to work with and understand financial information and data and perform basic math functions.
• Be able to monitor the lobby and work area to determine guest flow.
• Be able to act as the site liaison for the convention services and sales.
• Be able to know and understand all aspects of our business operations.

Nice To Haves

• A degree in Hospitality Management or related field is preferred but not mandatory.
• Experience in Resort Management is a plus but not required.

Responsibilities

• Approach all encounters with guests and team members in a friendly, service-oriented manner.
• Maintain regular attendance in compliance with Callaway standards, as required by scheduling.
• Maintain high standards of personal appearance and grooming which includes appropriate uniform and name tag when working.
• Comply at all times with Callaway standards and regulations to encourage safe and efficient operations.
• Greeting guests, assist with requests, and resolve complaints.
• Manage the check-in and check-out processes.
• Monitor reservations and ensure accurate they are accurate (i.e. Walk-in, No Show, Cancellation).
• Train and supervise Front Desk and CID Hosts.
• Implement and enforce hotel policies and procedures, including health and safety regulations.
• Monitor and manage front desk inventory and supplies.
• Reports to Front Office Manager and assist the Front Office Manager with daily reports (i.e. Open Folio, Shift Reports, Cash Reports, OOO).
• Assist Front Office Manager with the guest relocations process.
• Able to Perform accounting duties which include posting charges, account settlements and shift closing.
• Respond to guest inquiries through Zingle, HotSos, Booking and Expedia.
• Troubleshoot issues and solve crisis (i.e. Outages, walked Guest, Water Main Breaks).
• Ensures high levels of guest service at all touch points exceeding brand standard and guest expectations.
• Perform other duties as assigned by supervisor or management.
• Attend all meetings/training as required by supervisor or manager.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED