Front Office Supervisor

Meets and Exceeds Customers and Team Members' Expectations

• Establishes and communicates customer service objectives that support the achievement of (property) Mission and Vision.
• Monitors customer service levels and counsels employees with alternative methods of responding to customer requests.
• Responds promptly to customer requests.
• Determines customer delight levels and needs by reviewing comment cards and talking to customers regularly.
• Provides staff with the skills training necessary to provide value-added service to customers.

Meets and Exceeds Expectations of Employees by Utilizing Leadership Skills and Motivation Techniques in Order to Maximize Employee Productivity and Satisfaction of Direct Reports

• Develops and implements strategies to achieve Employee Satisfaction Index goals.
• Creates a positive work environment for all employees.
• Develops employees to maximize potential and prepare for future promotional opportunities by conducting counseling sessions, determining developmental needs, and ensuring these needs are met.
• Orients and trains qualified employees.
• Conducts effective employee meetings and counseling sessions.
• Determines, communicates, and monitors achievement of performance standards on a timely basis.

Monitors the Level of Customer Satisfaction

• Analyzes customer feedback regarding the quality and efficiency of Front Desk operations.

Leads the Team

• Demonstrates upfront, hands-on, visible leadership.

Motivates Employees

• Provides positive feedback and reinforcement.
• Practices effective listening.
• Seeks out employees' concerns and offers assistance.

Coaches, Counsels, and Disciplines Employees

• Logs specific incidents.
• Sets time aside to offer advice.
• Implements Resort discipline practices consistently and fairly.

Determines Priorities, Sets Goals, and Follows Up

• Prepares monthly action plans.
• Prepares daily to-do lists.

Monitors and Controls Attendance and Shift Rosters

• Prepares attendance sheets.
• Prepares shift rosters.
• Maintains absence statistics and performs follow-up actions.

Conducts Performance Appraisals

• Completes appraisal forms for all staff.
• Analyzes training needs and schedules training.
• Conducts probationary period reviews.

Identifies and Analyzes Problems and Develops Solutions

• Records critical incidents.
• Shares problems with the team and discusses solutions.

Orientation and Induction of New Employees

• Conducts on-the-job skills training.

Conducts Technical Job Knowledge Training

• Utilizes Task Breakdowns and assists the Department Trainer in the preparation of Task Breakdowns.
• Ensures staff demonstrate technical skills and conducts technical training on a regular basis.
• Updates staff regularly.

Attends Meetings as Required

• Summarizes section performance.
• Highlights achievements, problems, and challenges.
• Participates in discussions.
• Reinforces standards.
• Provides feedback on customer comments.

Provides Feedback to Management

• Highlights achievements, problems, and challenges.

Room Allocations

• Verifies and updates the following:
• Current room status
• Information endorsed between shifts
• Correspondence related to the current Front Desk shift
• Expected VIP arrivals
• Expected group arrivals
• The day's Resort events
• Ensures all reservations are checked, appropriate room blockings are completed, and bookings are updated.
• Ensures correct room status information is promptly provided when requested.

Credit Management

• Advises the Finance Department regarding potential credit risks and other guest-related concerns.
• Settles pending bills by contacting the concerned guest, Travel Agent, or company.

Facilitates and Ensures a Sufficiently Manned and Supplied Front Desk Counter at All Times

• Maintains an active presence at the Front Desk to directly supervise Service Associates attending to guests.
• Ensures Front Desk supplies are always available.

Ensures That Transactions at the Front Desk Are Done Smoothly and Efficiently

• Ensures strict adherence to key control procedures.
• Double-checks guest folios for completeness and accuracy.
• Confirms the number of due-out guests and scheduled late departures.
• Coordinates with Guest Relations regarding in-room check-in of guests.
• Processes foreign exchange and paid-out requests at the Front Desk.
• Coordinates with the Concierge whenever necessary.
• Ensures all guest registration entries are properly encoded in the computer system.
• Double-checks group accounts daily for accuracy and ensures records are up to date.
• Ensures Front Desk staff can implement manual back-up procedures during computer system breakdowns.
• Administers the use of safety deposit boxes.
• Maintains an operations logbook.

Ensures Safe Working Practices

• Implements safety standards and conducts safety training.
• Communicates safety standards to staff.
• Analyzes accident statistics.
• Promotes an accident-prevention culture.

Monitors Cleanliness and Hygiene Standards

• Conducts regular inspections of all areas within the department.
• Constantly monitors cleanliness standards throughout the department.

Monitors Grooming and Appearance Standards of Employees

• Establishes grooming and appearance standards and communicates them to staff.

Guestroom Access Control

• Ensures strict adherence to the key control procedures of the Vanguards System.

General Responsibilities

• Keeps immediate superior promptly and fully informed of all problems or unusual matters of significance.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established Resort policies and procedures to achieve the overall objectives of the position.
• Prepares reports as necessary to develop a more informative database for improved management decision-making and critical evaluation of work activities.
• Maintains favorable working relationships with all other Resort employees to foster and promote a cooperative and harmonious working climate.
• Projects a favorable image of (property) to the public at all times.
• Practices and role-models the Guiding Principles and Core Values of (property) and ensures that employees practice the same.
• Performs any other duties and tasks that may be assigned by immediate superiors from time to time.