Front Desk Supervisor- 2Nd Shift - Lee, Ma

Benefits After 90 Days:

• 401k Retirement
• Insurance
• Paid Time Off
• Tuition Assistance
• ClubGo Membership (Free Vacations)
• Rooms Discounts Worldwide & Much More.

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.

The Front Desk Supervisor will serve as a liaison to facilitate an exceptional guest experience. This individual will perform all Front Desk Specialist duties and serve as a primary point of contact for any escalated guest issues on property. Additionally, this position will ensure that general policies and procedures are applied to frequently changing situations. This incumbent will adapt existing processes to meet new situations and work independently toward final resolution. Decisions are made with significant latitude requiring high degrees of creativity, initiative, analysis, and judgement.

ESSENTIAL DUTIES AND TASKS:

• Facilitates the overall guest experience as a Front Desk Specialist from check-in through check- out; handles complex technical tasks including room changes, inventory moves and folio adjustments as necessary; creates and issues keys while ensuring the safety and security of all owners and guests. Clarifies guest needs and reacts accordingly, recognizing and initiating solutions to owner/guest concerns with a sense of urgency and to their satisfaction. Maintains and is responsible for a house bank, performs end of day reporting of receipts; calculates visit costs, verifies customer’s credit, and establishes how the customer will pay for the accommodation
• Manages escalated guests by following policies and procedures in place and using various applications to execute A to Z.
• Point person for emergency related calls, completing the Incident Reporting procedure including investigations.
• Perform property tours including checking in with each outlet (F&B, Bar, amenities) to help resolve any guest related issues in those areas.

SUPERVISORY RESPONSIBILITIES

• Observe and provide direct constructive feedback to employees. Displays unique problem solving to obtain a positive outcome in adverse guest and employee situations. Effectively communicate within the Front Office and to its partners, Maintenance, Housekeeping, Activities, etc.
• Along with the Front Desk Manager, the Front Desk Supervisor will create and implement goals and plans to develop the staff to exceed guest and owner expectations.
• Responsible for assisting in training all new team members and certifying them in processes.

EDUCATION and/or EXPERIENCE

• High school diploma; college preferred or relevant experience as stated below.
• Two to Five years of Customer Service experience, preferably in a Resort/Hotel Front Office environment.

QUALIFICATIONS

• Must have extensive experience working in a property management system environment.
• Must be proficient in working with Microsoft Word and Excel.
• Must have excellent guest and employee relations skills.
• Ideal candidates will have exceptional verbal and written communication skills.

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