Front Desk Supervisor

About Us:

Vacatia is an innovative hospitality company reinventing the timeshare experience across discovery booking and stay. VSA Resorts' properties include Ocean Key Resort, Atrium Resort and Ocean Sands Resort, all located in the heart of the Virginia Beach oceanfront where you are within walking distance to the beach, local restaurants, entertainment, shopping, and more. VSA Resorts reflects Vacatia's dedication to providing owners and guests with high-quality, hassle-free vacations in some of the most in-demand destinations. Join our Front Desk Team and our commitment to enhancing owner and guest experiences.

Summary: The Front Desk Supervisor is a liaison between all operational departments relating to the owner/guests vacation experience. Provides an enjoyable vacation experience from check in to check out. Assists General Manager in maximizing Resort inventory, average daily rates and monitoring, responding to, and communicating to third party services. Responsible for training, coordination, and scheduling of Front Desk personnel. Supports efforts in meeting company guest satisfaction goals, including RCI Silver Crown Distinction expectations. Has a support relationship to all functional officers, directors, and managers.

The Front Desk Supervisor is a liaison between all operational departments relating to the owner/guests vacation experience. Provides an enjoyable vacation experience from check-in to check-out.

Essential Duties and Responsibilities:

• Schedules and coordinates staffing, coaching, and counseling, reviews staff goals and conducts weekly Team Meetings, Monthly one-on-ones, and annual reviews with team members. Submits vacation requests to management for consideration.
• Coordinates, creates, orders supplies. Communicates Resort amenities, activities, and area attractions and events to owners and guests.
• Interacts daily with owners and guests, and responds to inquiries, questions, suggestions and complaints; notifies Resort Management and appropriate department and follows up with the owner/guest for proper and timely resolution.
• Inspects units and common areas daily, correcting issues or reporting to management, as appropriate.
• Responsible for shift coverage in the event of agent or auditor absenteeism.
• Communicates and enforces all resort procedures and policies.
• Directly responsible for Resort key control.
• Coordinate and verify all 3rd party reservations, including RCM are accurate. Monitor and update no-shows daily, taking appropriate action in order to maximize inventory. Review corrections to folios with Auditors to identity training gaps.
• Coordinates housekeeping and maintenance requests and follows up with owners and guest upon completion.
• Supports other departments in light cleaning, maintenance, housekeeping, marketing, and HR activities when needed.
• Produces reports for housekeeping/maintenance and ensures all logs are up to date.
• Updates address and telephone information for owners submitted by Front Desk Agents and Auditor.
• Provides on-site activities, area attractions, events and other vacation information and/or supervision to owners and guests.
• Solicits client referrals, timeshare tour opportunities, online satisfaction reviews, and customer feedback for improvement.
• Performs related duties as assigned or as situation dictates.

Position Qualifications:

To perform this job, an individual must be able to perform each of the above essential duties satisfactorily. The following requirements are representative of the knowledge, skill, and ability that are required. Reasonable accommodations may b e made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

• High School diploma or GED required
• Business or college level course work
• 2 years of proven supervisory experience in hospitality or related field is required, with ability to coach, counsel, motivate and supervise are required
• Strong oral and verbal communication skills are required, with ability to effectively communicate throughout all levels of the company organization
• Excellent customer service skills required
• Strong computer knowledge, skills, and experience including software, spreadsheets, and reports are required
• Must have ability to resolve common problems and concerns of owners/guests in a professional manner.

Additional Skills:

• Must possess excellent verbal and written communication skills; able to communicate effectively with staff, owners/guests.
• Must have the ability to negotiate and resolve common problems an concerns of owners/guests in a professional manner.
• Must have strong computer skills, to include knowledge and use of Microsoft software
• Must have the ability to effectively coach, counsel, motivate and supervise Front Desk Agents.

Physical Requirements:

While performing the essential duties of this Job, the employee is commonly required to stand, talk or hear. Additionally, employees in this position are frequently required to walk; use hands to lift, place, handle, and feel; stoop, kneel and crouch when stocking, shelving, etc. Employees must frequently lift and move up to 10 pounds and occasionally lift and move up to 25 pounds. Lifting items over 25 pounds will be done with equipment or two or more employees.

Disclaimer:

Vacatia is an equal opportunity employer. All decisions are based only on the individual’s qualifications and ability to perform the work. An application must be completed for each position for which you are applying. Qualified and interested individuals may submit their application to Human Resources.

Vacatia reserves the right to modify this job description at any time, without notice. The specific requirements, duties and skills set forth in this job description are intended to be all-inclusive as of the date this document is prepared. However, this job description may not contain all the duties, physical requirements and skills that you may be asked to perform during the period of time you work with Vacatia. Further, the job description is not a guarantee that you will perform any or all these duties.