What are the responsibilities and job description for the We-Ko-Pa Resort - Front Desk Supervisor position at Fort McDowell Golf Club?
ENTERPRISE: WE-KO-PA CASINO RESORT
JOB TITLE: FRONT DESK SUPERVISOR
DEPARTMENT NAME: GUEST SERVICES
REPORTS TO: HOSPITALITY MANAGER
SALARY: DOE
POSITION STATUS: Regular Full-Time, FLSA EXEMPT
HOURS PER WEEK: 40
POSITION DESCRIPTION:
The Front Desk Supervisor will oversee the daily operations of the front desk at a luxury four-diamond resort, ensuring guest satisfaction by maintaining high service standards and resolving any issues. This role includes supervising the front desk staff, managing check-in/out processes, assisting with guest requests, and maintaining a welcoming and efficient environment in line with the resort's premium standards.
ESSENTIAL DUTIES:
This list of tasks is ILLUSTRATIVE ONLY and does not comprehensively list all functions and tasks performed by positions in this class.
- Provide exceptional guest service to external and internal guests by maintaining and exhibiting the We-Ko-Pa Way: Smile and Greet, Name and Meet, Thank you, and Goodbye. Essential functions may include the following tasks: knowledge, skills, and other characteristics.
- Ensure a seamless guest experience by overseeing front desk operations, including check-in/out, room assignments, and guest inquiries.
- Manage and lead the front desk team, including training, scheduling, and performance evaluations, to maintain a high level of service.
- Address and resolve guest concerns or complaints promptly and professionally, escalating issues when necessary.
- Uphold the resort's standards for guest service, ensuring consistent delivery of four-diamond quality service.
- Oversee guest billing, folio management, and accurate financial transactions at the front desk.
- Liaise between departments (Housekeeping, Engineering, Concierge, etc.) to ensure smooth coordination and enhanced guest service.
- Train new front desk associates on systems, procedures, and service standards, fostering a team-oriented environment.
- Ensure compliance with health, safety, and legal standards at all times.
- Utilize and oversee the property management system (PMS) for accurate guest information, bookings, and payment processing.
- Assist in preparing and presenting operational reports to management, including guest feedback, performance metrics, and front desk productivity.
MINIMUM QUALIFICATIONS:
- Experience: 2-3 years in a front desk or supervisory role in a luxury hotel or resort environment. Four-diamond experience preferred.
- Education: Degree in hospitality management or a related field preferred, or equivalent work experience.
- Strong leadership and organizational skills.
- Excellent communication and interpersonal skills.
- Proficient in hotel property management systems (e.g., Agilyss, Opera, PMS).
- Ability to multitask and remain calm under pressure.
- Strong problem-solving and decision-making abilities.
- Availability: Must be available to work flexible hours, including weekends and holidays.
- Must pass a pre-employment drug test.
