What are the responsibilities and job description for the FRONT DESK SUPERVISOR position at Mainsail Lodging and Development?

We're looking for enthusiastic, fun, and energetic people who take the work seriously, but not themselves. Let's see if we're a fit. We hope so.

About Epicurean Hotel

Welcome to the Epicurean Hotel, a paradise for food lovers. Our passionate culinary team, led by our talented executive chef, works tirelessly to create dishes that are not only delicious but also visually stunning. We take great pride in using only the freshest, locally sourced ingredients to ensure the highest quality of our dishes.

At our hotel, we believe that indulging in the pleasures of life is the ultimate tribute to it. We invite you to join us and experience all the flavors that life has to offer. If you share our passion, we would love to cook with you and add your special ingredients to our recipe.

Overview of the role

The Front Desk Supervisor is responsible for overseeing the daily operations of the front desk, ensuring exceptional guest service, and providing support to front desk associates. This role involves training and mentoring staff, handling guest concerns, and maintaining efficient check-in and check-out procedures. The ideal candidate is a proactive leader with strong problem-solving skills and a commitment to delivering an outstanding guest experience.

What you have

High school diploma or equivalent required; college degree in Hospitality Management or related field preferred.
1-2 years in a front desk or guest service role, preferably in a hotel setting. Previous supervisory experience is a plus.
Strong leadership and communication skills.
Proficiency in hotel property management systems (PMS), such as Opera or similar software.
Ability to handle high-pressure situations and resolve guest concerns professionally.
Excellent organizational and multitasking abilities.
Capability to move quickly and efficiently in a fast-paced environment.
Flexibility to work various shifts, including evenings, weekends, and holidays.

What you'll do

Oversee the daily front desk operations, ensuring seamless check-in and check-out experiences.

Greet and assist guests with inquiries, special requests, and complaints, ensuring prompt and professional resolution.

Maintain a high level of customer service by anticipating guest needs and exceeding expectations.

Monitor room availability, rates, and reservations, coordinating with housekeeping and other departments as needed.

Enforce hotel policies and procedures while maintaining flexibility to enhance guest satisfaction.

Supervise, train, and mentor front desk agents to ensure consistency in service and adherence to hotel policies.

Conduct daily briefings and provide updates on occupancy, special events, and VIP arrivals.

Assist in scheduling, shift coverage, and performance evaluations of front desk staff.

Lead by example and foster a positive work environment that encourages teamwork and professional growth.

Handle cash transactions, reconcile daily deposits, and ensure adherence to financial procedures.

Assist in managing front office inventory, including supplies, key cards, and office equipment.

Monitor and respond to online reviews, guest feedback, and internal reports.

Support the Front Office Manager in achieving departmental goals, including revenue management and guest satisfaction metrics.

Assist with other duties as assigned by management.

Physical Demand

Ability to sit or stand for extended periods of time

Ability to bend

Ability to lift and pull 50 lbs.

Ability to communicate clearly

Corrected vision to normal range

Ability to work long hours as needed

Mental Demands

Make sound judgments quickly

Work on multiple tasks, making appropriate progress toward deadlines

Able to work independently, take direction, and provide direction to others

Manage differing personalities within the property, the resort, and the community

Maintain the highest degree of confidentiality

Ability to work effectively in stressful, high-pressure situations

Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary

Benefits

Full-time Associate Benefits

Part-time Associate Benefits

All above-listed benefits, except for Medical Insurance and Holiday Pay

On-Call Associate Benefits

Employee Discounts | Employee Referral Bonus | Free meal for all full-service hotel employees

Mainsail is an Equal Opportunity Employer and it does not discriminate on the basis of actual or perceived race, color, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity expression (including transgender status), sexual orientation, marital status, parental status, military service and veteran status, political affiliation, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.

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