Front Desk Supervisor

Position Summary/ Objective:

Under the direction of the Front Desk Manager and/or Director, the Front Desk Supervisor will be responsible for supervising the front desk operation of the resort, assisting with training of associates, providing guest and/or owner satisfaction, and maximizing revenue and occupancy in accordance with GPR standards. Associate will work independently or in a team under little to no supervision. This position relies on excellent judgment to perform the functions of the job.

Primary Essential Functions:

• All associates are obligated to support and uphold the values, expectations, policies, and procedures of Grand Pacific Resorts as outlined in the Employee Handbook.
• Observe associates while they work to ensure proper owner/guest checking in and out of resort in a courteous, efficient and professional manner.
• Account for guest room inventory, cash handling, and other administrative responsibilities per policies and procedures.
• Perform front desk duties as necessary such as registration, check out and processing reservations for guests.
• Communicate closely with Housekeeping and Maintenance regarding discrepancies and quality of rooms division.
• Respond to and resolve guest requests and concerns in a timely and professional manner, and escalate matters to the Front Desk Manager and/or Director when applicable.
• Remain knowledgeable of hotel services and facilities, special promotions, daily activities, groups in house, and special requests.
• Maintain the enforcement of guidelines regarding health and safety policies and procedures.
• Remain knowledgeable of emergency procedures, current projects, reports on any damages or repairs needed.
• Exemplify the proper appearance of uniform and nametag usage.
• Assist with any additional tasks or special projects as assigned by the Front Desk Manager and/or Director.
• Responsible for conducting all responsibilities in a professional and ethical manner.
• Responsible for maintaining a consistent, regular attendance record.
• Adhere to performance standards, company policies and procedures, as they relate to the department.

Education, Skills & Experience:

The ideal candidate must be a detail oriented, thorough, and professional individual who consistently provides exemplary customer service to guests, owners, management and associates.

• At least one year of experience in a guest facing front office capacity.
• At least 6 months of supervisory/management experience, rooms management experience preferred.
• A degree or diploma in Hospitality Management or an equivalent combination of education and experience preferred.
• Customer- service focused, results driven, problem solving skills.
• Professional communication skills with guests, supervisors and associates.
• Ability to multi-task with a sense of urgency without compromising quality.
• Proficient in reading, writing, math, and computer (Microsoft Word, Excel) skills.
• Capable of providing on the job training.
• Experience in the hospitality industry (time share preferred).
• Ability to work well in a diverse team environment.

Additional Eligibility Qualifications Required:

• Must be available to work various shifts including weekends and holidays.
• Must be able to successfully pass applicable auditions or skill testing, background check, physical examination and drug screening test.
• Ability to speak and understand the English language.

Physical, Environmental & Other Requirements:

• Must be able to stand and/or walk for up to 8 hours.
• Must also be able to sit, stoop, kneel, crouch and crawl.
• Must frequently lift and/or move up to 10 pounds and occasionally required to lift and/or move up to 25 pounds.
• Clear vision (close, distant and depth perception) is needed for navigating office and all other buildings within the resort.

EEO Statement:

Grand Pacific Resorts provides equal employment opportunities (EEO) to all associates and applicants for all terms and conditions of employment, in every location in which the company has facilities, regardless of any basis protected by applicable federal, state or local law.

Other Duties:

• Please note that this job description does not list all the duties of the job. You may be instructed by upper management to perform other tasks or functions.
• You will be evaluated in part based upon your performance of the tasks listed in this job description and your ability to commit to the Standards of Excellence.
• Management has the right to revise this job description at any time.
• The job description is not a contract for employment.