Position Overview:

To increase room revenue and customer satisfaction by maintaining smooth and efficient operation of all Front Desk procedures in accordance with the established standards. Supervises front office staff.

Essential Functions:

• Supervises the Front Office operation to provide efficient and courteous service to each guest and maximize guest room revenue through closely monitoring yield management.
• Maintains proper statistics on rooms and reservations, guest arrivals and departures, average occupancy rates, and related information; prepares follow-up and/or forecasts to aid in management decision making.
• Supervises the accurate listing of all future reservations to ensure each registered guest of a room while maximizing total room occupancy.
• Provides effective sales effort at Front Desk to maximize room revenue.
• Conducts daily inspection of Front Desk area, lobby space, brochure racks, etc. to ensure their cleanliness and orderly condition.
• Handles guest complaints as necessary.
• Conducts and/or attends meetings to maintain favorable working relationships among company employees and promote maximum morale, productivity and efficiency.
• Completes group and corporate tracking reports and monitor the results.
• Prepares reports, as requested, to develop a more informative database for improved management decision-making and critical evaluation of work activities.
• Performs all accountabilities in a timely and efficient manner, following established company policy and projecting a favorable image of the hotel to achieve objectives, public recognition and acceptance.
• Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance coming to his/her attention so prompt corrective action can be taken when appropriate.
• Performs all necessary supervisory functions to effectively and efficiently manage the personnel assigned.
• Reviews and maintains the Front Desk log, sweep sheets, and maintenance requests.
• Follows all OSHA and hotel safety policies and procedures.
• Teaches and enforces all existing and new policies and procedures.
• Hires, trains, and develops employees properly.
• Completes all appraisal forms accurately and on time.
• Monitors appearance of employees.
• Conducts monthly departmental meetings, bi-weekly supervisor meetings, and monthly individual rap sessions.
• Supervises delegated responsibilities and follows up.
• Maintains an active posture in total property operations.
• Completes competitive rate and amenity survey as necessary.
• Closely monitors inter-departmental communications.
• Ensures competitive call arounds are done daily.
• Maintains Front Desk Calendar.
• Monitors reservation system for close out dates, rates, and room type availability.
• Other duties as assigned.

Other:

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meeting is required.

Upon employment, all employees are required to full comply with Arrowwood Resort rules and regulations for the safe and effective operation of the hotel’s facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

_ Qualifications:_

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills and abilities.

Education: High School Diploma or GED.

Some college preferred.

Experience: Previous front desk experience required.

Prior supervisory experience preferred.

• Must possess communication and training skills.
• Ability to operate computer and navigate property management system.
• Ability to understand and analyze data.
• Critical thinking skills required.
• Thorough knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, labor relations, and corporate and property-specific policies.

_ Physical Requirements:_

• Most work performed indoors. Temperature is moderately warm. Must be able to stand for long periods of time while helping guests.
• Requires sitting (if allowed) then standing for long period of time.
• Requires walking back and forth while helping guests.
• Requires bending down and picking up supplies.
• Must be able to lift 35 lbs. occasionally.

Job Type: Full-time

Pay: $17.50 per hour

Expected hours: 40 per week

Benefits:

• Employee discount

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Morning shift
• Weekends as needed

Work setting:

• In-person
• Resort

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person