Front Desk Supervisor - 2Nd Shift

JOB DESCRIPTION – Front Desk Supervisor - 2nd Shift

Location: WorldQuest Resort, Orlando, FL

FLSA Status: Non-Exempt Hourly

Reports to: Resort Manager

Job Responsibilities

• Assist with the supervision of the Front Desk operations.
• Anticipate guest needs, respond promptly and acknowledge all guests, while maintaining positive guest relations at all times.
• Greet and communicate cordially with guests, promptly and professionally, while managing programs such as resort facilities, guest’s check-in and check-out process, transportation, concierge, night audit procedures and guest relations.
• Ensure proper staffing levels of front office team members to include supervision and training of Front Desk agents.
• Must have complete understanding of Front Office staff's job descriptions and duties to be able to perform duties at any given time.
• Resolve guest complaints in a timely manner and ensuring guest satisfaction in each interaction.
• Manage guest resolution process to include investigation of situation and creative problem solving to ensure guest is satisfied with outcome.
• Accurately manage and operate the SMS system at the front office, including all daily transactions and those which are not performed often.
• Communicate with Housekeeping and Engineering departments regarding guest rooms, requests and maintenance requests/needs.
• Assist the Front Desk Manager by handling special requests, group blocking and any other tasks assigned.
• Ensure all Front Desk staff is trained in all Company standards to maximize service culture.
• Assist with the implementation of front office programs to enhance the experience and provide exceptional service for the guests.
• Responsible for maintaining compliance and remaining up-to-date on new initiatives for the company.
• Ensure that safety and security standards are being maintained.
• Assist in overseeing the Guest Pantry to ensure it is fully stocked.
• Responsible for overseeing and completing Night Audit responsibilities when and as needed.
• Maintain professional and cooperative communication with co-workers and management.
• Attend all meetings on property when presence is requested.
• Completing any other task/duties assigned by the Resort Manager.

• Must be 18 years of age and older.
• Experience of at least 2 years in a supervisory role is required, select-service resort experience is preferred, housekeeping knowledge a plus.
• This position is primarily 3pm to 11pm and requires flexibility in scheduling including weekends, and holidays as needed.
• Have attention to detail, strong ability to multi-task, and time-management skills.
• Have strong verbal and written communication skills.
• Must be able to sit, stand, and walk for long periods of time. Must be able to complete repetitive motions throughout shift such as reaching, pushing, pulling, lifting, carrying, etc.
• Exposure to various types of Florida weather conditions including sunshine, heat, and rain.

WorldQuest Resort is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. WorlQuest Resort participates in E-Verify.
If you are interested in applying for employment with WorldQuest Resort and need special assistance to apply for a posted position, please send an email tohr@reunionresort.com.