JOB SUMMARY:

The Front Desk Supervisor resolves guest concerns to the best of their ability by calling on direct reports, when necessary. This person will assist the Manager in the training of all front desk staff and is responsible for performing all functions and responsibilities of a Guest Service Agent and Night Audit when needed.

PHYSICAL REQUIREMENTS INCLUDE:

Constantly: Stand and work a nonstandard work week.
Frequently: Walk and Lift/carry up to 10 lbs.
Occasionally: Sit, handle, reach outward & above shoulder, squat/kneel, bend, lift/carry up to 100 lbs, and push/pull up to 100 lbs.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran

• Fully understand and support Xanterra Mission Statement and Core Values.
• Continually focus on providing exceptional guest service as a primary goal, both in how work is conducted and when interacting with guests.
• Assist Front Desk Management in the training of all front desk staff. Use GSA Training Manual and turn in all appropriate training documentation to H.R.
• All functions and responsibilities of a Guest Service Agent and Night Audit when needed.
• Assist in monitoring and evaluating performance of all Front desk Staff.
• Enforce adherence to hotel standards of appearance and conduct.
• Under direction of the Front Desk Manager assists in resolving guest conflicts.
• Resolve guest problems to the best of your ability by calling on your direct reports when necessary. Never leave a guest unsatisfied.
• Assist Front Desk Management in maintaining stocks of front desk office supplies, registration cards, room keys.
• Responsible for the accurate & timely completion of all reports i.e. accident, etc.
• Knowledgeable in handling all group tours.
• Manage OTA reservations and discounts.
• Assists guest with booking tours, directions, ETC in absence of concierge.
• On occasion individuals may be asked to perform functions of a higher or lower skill level.
• In the absence of the Front Desk Management, this position will serve as principal manager on duty and will be asked to make decisions concerning the welfare and safety of the hotel, its guests, and its employees. Calling on your direct reports when necessary.
• Ensure departmental adherence to all prescribed Company, statutory/regulatory policies and procedures.
• Other duties as assigned