Job Details
** Front Desk Supervisor- Rooms Control**
**Job Category****:** Resort Operations **Requisition Number****:** FRONT007065 Showing 1 location **Job Details**
**Description**
The Front Desk Supervisor - Rooms Control will be responsible for bringing the brand promise to life in guest-facing service departments. This role will work in partnership with Inventory Management, Front Desk, and other operational departments with a focus on managing the resorts room inventory to maximize revenue and guest satisfaction. This role is also responsible for the coordination, inspection and reporting of the Quality Assurance teams for Housekeeping and Engineering. They will also be responsible for the Project Green unit quality improvement process to eliminate Red Zone units and upgrade FFE to ensure best use of current unit infrastructure. This role assists in the execution of operational strategies and priorities for the specific functions and direct reporting teams under remit. Success in this role is measured primarily by post-stay guest survey responses evaluating the quality of the arrival experience, transportation experience, problem resolution, and/or security experience.
**ESSENTIAL DUTIES AND TASKS**
* Assist Front Desk Manager in assuring Front Desk business transactions (check-ins/out, etc.), are completed in accordance with company standards.
* Assist in leading the front desk team toward providing an exceptional and memorable vacation experience for all guests, including coaching, ongoing training, counseling.
* Assist Front Desk Manager in the creation and implementation of action plans to increase departmental scores.
* Assist Front Desk Manager in producing certain management reports on a weekly or monthly basis.
* Other projects as assigned by the General Manager or Front Desk Manager.
**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.
* Coordinate room status and inventory control issues with the Housekeeping, Engineering, Inventory Management and Front Desk as necessary. Manage Quality Assurance schedule, reporting and inspections of unit quality in concert with Front Desk, Engineering, and Housekeeping
* Master functionality of the Property Management System to research owner data, make room assignment changes, and audit reservations. Tasked with providing support to the Front Office team in assigning unit reservations based on elite level, market segment and revenue upgrades.
* Conducts weekly inspections of units based on Medallia score averages and customer feedback. Recommends adjustments or replacement of in-unit FFE to improve Green/Yellow/Red status.
* Pre-assigns 30-14-7 and day-of reservations based on OOS, repair and market segment block needs. Monitor and update the status of all Out of Order and Out of Service units to insure optimum inventory available for sale.
* Assist the Front Office team members with complex room moves and/or other inventory management issues.
**EDUCATION and/or EXPERIENCE**
* High school diploma; college preferred or relevant experience as stated below.
* Previous experience in a Front Office, Reservations, or Customer Service timeshare resort would be ideal; however, experience in a same-sized hotel or resort would be considered.
* All candidates will require orientation to Orange Lakes unique computer system. Subject to candidates level of experience and specific skill level, an outstanding candidate should become quite proficient in 60-90 days.
**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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