Front Office Supervisor
Company Name:
Destination Hotels & Resorts
Front Office Supervisor
Property Wild Dunes Resort
Company Introduction Destination Hotels & Resorts began in 1972 with the development and management of condominium resorts. Since then, we have grown to become consistently ranked as one of the top ten hospitality & property management companies in the country (ranked by Hotel Business Magazine) with more than 9,300 employees, over 9,600 hotel rooms and condominium units, and more than $2.2 billion in assets under management. We are a wholly owned subsidiary of Los Angeles-based Lowe Enterprises, a privately-held, national real estate organization active in commercial and hospitality property management investment, and development. Since its inception, Lowe has been responsible for more than $16 billion in assets nationwide.
Destination Hotels & Resorts fosters a creative, entrepreneurial and energetic work environment where people come to work and have the opportunity to make personal contributions to the business in which they work. We value passionate people who love to be challenged and desire the freedom to contribute to the overall success of the organization, while accepting full responsibility and accountability. Your role will be integral to the success of meeting our clients expectations and the continued growth of the company. We strive to create a work place culture that values family, work life balance, and community. We help develop our associates and provide support for them to be professionally successful and to have future growth opportunities predicated on that success.
Property Introduction Wild Dunes Resort is located on the northern tip of the Isle of Palms, a barrier island off South Carolina that's just 30 minutes from the charm and grace of historic Charleston. A leading vacation spot in Charleston, South Carolina, this 1,600-acre oceanfront resort features championship golf, nationally ranked tennis, one of the nation's top-ranked family recreation programs, extensive meeting facilities, over two miles of pristine beach and four outstanding resort restaurants. This resort offers a wide choice of accommodations from the luxurious Boardwalk Inn to The Village at Wild Dunes - brand new four-diamond quality rooms and suites in the heart of the resort - to lovely villas and exclusive homes with spectacular views of fairways, lagoons or the Atlantic Ocean, this exquisite South Carolina resort is the perfect choice for everything from romantic getaways to family vacations and business meetings.
Job Description
Summary: TheFront Desk Supervisor is primarily responsible for handling all guest interactions and going above and beyond to exceed guest s requests. S/heoften provides the first point of contact for guests and is responsible for creating an excellent first impression. S/he is responsiblefor all Front Desk Agent duties as well as; scheduling, inventories, training new staff to 4 diamond levels, resolving customer challenges, and aiding in all departments of Wild Dunes Resort.The Front Desk Supervisor will maintain the AAA Four Diamond standards.
The Front Desk Supervisor will always conduct him/herself in manner which supports the guiding principles of Destination Hotels & Resorts:
Acts with the highest ethical standards, treating others fairly & with respect.
Empower a diverse group of talented and prepared people.
Nurture lasting relationships with investors, customers and team members
Achieve optimum investment performance.
Focus on Continuous improvement of quality assets and services.
Consistently work to balance our lives and contribute positively to our communities.
The Front Desk Supervisor shall strive to provide exceptional service to both internal and external guests at all times. S/he will be responsible for exemplifying the Wild Dunes Resort Culture as well as promoting Wild Dunes Resort as both the Destination and Employer of Choice
Essential job FUNCTIONS:
Check in/Check out
Offers warm and sincere welcome/farewell for all guests of Wild Dunes Resort
o Eye contact
o Use of guest name
o Polite tone of voice
o Professional body language
o Great demeanor and disposition
o Welcoming
Register guests upon arrival in accordance with AAA 4 Diamond Standards
o Verifies address, phone number and e-mail address
o Signs guest up for Destination Delivers if guest is not a member
o Ensures credit is established
o Ensures special requests are noted and fulfilled
Promote and sell special hotel programs and upgrades when appropriate.
Thoroughly complete all guest transactions
o Accepts payment for guests reservations at time of registration and check out
o Follow appropriate check and cash handling procedures is accordance to Wild Dues resort policies and standards.
o Follow set procedures on posting charges and completing guest refunds.
Provide guest with Guest Connection card at check in completion
Arranges bell service for guests
Goes above and beyond to exceed guest expectations to create a memorable guest experience
o For example, but not limited to, handling challenging situations that involve dissatisfaction.
o Making a positive impact on guests stays
Sending amenities and note cards to guests
Arranging for special treatment of guest
Daily Duties
Conduct daily pre-shift meetings to ensure all information for the day is passed to the front desk team.
o Review the Better Place Card
o Discuss any pertinent information for the day
o Review weekly training document
Ensuring daily check lists are completed
o Front Desk and Supervisor check list is signed off on prior to submitting to the Front Office Manager
Training and supervising front desk personnel
Performs on the job retraining for staff as indicated by Management
Keep accurate inventories of all supplies
o Responsible for maintaining hard key inventory weekly
o Responsible for maintaining appropriate par levels of marketing materials
Maintains accurate records of room availability
Works with Reservations staff to achieve Perfect Fills
Responsible for promoting corporate wide and monthly Front Office initiatives
o Example: Promoting and tracking our loyalty program Destination Delivers
Maintain house bank
Must help keep front desk and all employee areas clean
For example, but not limited to: sweeping, dusting, using cleaning rages and cleaning chemicals to tidy area
Attend all monthly departmental and resort required meetings
Maintain discretion and security for the Resort and our guests
Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons)
o Reports all safety incidents to on-duty supervisor.
Supervisor must act as Management in the absence of Management
Assists with handling guest issues
o Supervisor should assist with guest challenges and not transfer it onto management
o Collaborates with other departments, when necessary, for guest resolution
Will perform Manager of Duty shifts
Acts with responsibility towards all company property, supplies and equipment.
Maintains a professional attitude and appearance
o Follows all Wild Dunes Resort dress code standards.
Unwrinkled pant and pressed shirts (uniforms will be provided by Front Office Management)
o Appropriate hygiene and grooming standards as designated in the Wild Dunes Associate Handbook
Remains alert, courteous and helpful to the guests and colleagues at all times.
Promotes Wild Dunes outlets first over any other off site outlet.
Aid Front Office management in additional projects when requested
Communication/Knowledge
Provide professional communication via telephone, e-mail and written form
Communicates with all departments regarding any special needs a guest may have
Communicates all pertinent information to the Front Office team
Provides general resort information for guests.
o Knowledge of room types, guest amenities, and hours of operation
Knowledge of daily events and gatherings on property
o Aware of location for group and social functions
o Aware of location of seasonalactivities and offerings
General knowledge of the City of Charleston and surrounding area
o Attractions, shopping, activities, etc.
v Associate is held accountable for all duties of this job and other duties as assigned.
v After 90 days, the Front Office Leadership Team will complete a 90 performance evaluation, which at that point, the associate may be eligible for a wage review and employment review as well.
v Within the first 90 days of employment, Wild Dunes reserves the right to terminate employment if our desired standards are not met.
eXPERIENCE & eDUCATION:
High school diploma or equivalent
Prior hospitality experience preferred
At least one year customer service experience in a high volume setting preferred
Experience in a Four-Diamond quality organization preferred
Knowledge in property management systems is a highly desirable
Required Qualifications
Job REQUIRMENTS:
Must be a United States citizen or possess a valid work permit
Must have excellent phone etiquette
Must be able to read, write and speak English
Must have strong computer skills
Must have strong working knowledge of Microsoft Office programs
Must be able to work well under pressure
Must be able to accurately follow instructions, both verbally and written
Must be highly detailed orientated
Must be able to work in a fast paced environment
Must have excellent listening skills
Must possesses excellent communication skills
Must be professional in appearance and demeanor
Must always ensure a teamwork environment
Effective conflict resolution skills
Ability to work a flexible schedule that may include evenings, weekends and holidays
Must have the ability to deal effectively and interact well with the guests and associates
Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner
Must have a passion for creating an exceptional experience for all guests
Employees who are hired at Wild Dunes Resort will be verified through the federal E-Verify system.
Working CONDITIONS:
Must be able to stand on feet throughout the shift, with intermittent periods of walking
Must be able to occasionally lift, carry, push & pull up to 50 lbs with assistance
Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.
Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis
While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, heat)
Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, heat).
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow other instructions and perform other work-related duties requested by his or her supervisor.
Preferred Qualifications
City Isle of Palms
State South Carolina
Job Type Full Time
Type of Position Hourly Position
Salary 12.00-13.00Estimated Salary: $20 to $28 per hour based on qualifications.
Destination Hotels & Resorts
Front Office Supervisor
Property Wild Dunes Resort
Company Introduction Destination Hotels & Resorts began in 1972 with the development and management of condominium resorts. Since then, we have grown to become consistently ranked as one of the top ten hospitality & property management companies in the country (ranked by Hotel Business Magazine) with more than 9,300 employees, over 9,600 hotel rooms and condominium units, and more than $2.2 billion in assets under management. We are a wholly owned subsidiary of Los Angeles-based Lowe Enterprises, a privately-held, national real estate organization active in commercial and hospitality property management investment, and development. Since its inception, Lowe has been responsible for more than $16 billion in assets nationwide.
Destination Hotels & Resorts fosters a creative, entrepreneurial and energetic work environment where people come to work and have the opportunity to make personal contributions to the business in which they work. We value passionate people who love to be challenged and desire the freedom to contribute to the overall success of the organization, while accepting full responsibility and accountability. Your role will be integral to the success of meeting our clients expectations and the continued growth of the company. We strive to create a work place culture that values family, work life balance, and community. We help develop our associates and provide support for them to be professionally successful and to have future growth opportunities predicated on that success.
Property Introduction Wild Dunes Resort is located on the northern tip of the Isle of Palms, a barrier island off South Carolina that's just 30 minutes from the charm and grace of historic Charleston. A leading vacation spot in Charleston, South Carolina, this 1,600-acre oceanfront resort features championship golf, nationally ranked tennis, one of the nation's top-ranked family recreation programs, extensive meeting facilities, over two miles of pristine beach and four outstanding resort restaurants. This resort offers a wide choice of accommodations from the luxurious Boardwalk Inn to The Village at Wild Dunes - brand new four-diamond quality rooms and suites in the heart of the resort - to lovely villas and exclusive homes with spectacular views of fairways, lagoons or the Atlantic Ocean, this exquisite South Carolina resort is the perfect choice for everything from romantic getaways to family vacations and business meetings.
Job Description
Summary: TheFront Desk Supervisor is primarily responsible for handling all guest interactions and going above and beyond to exceed guest s requests. S/heoften provides the first point of contact for guests and is responsible for creating an excellent first impression. S/he is responsiblefor all Front Desk Agent duties as well as; scheduling, inventories, training new staff to 4 diamond levels, resolving customer challenges, and aiding in all departments of Wild Dunes Resort.The Front Desk Supervisor will maintain the AAA Four Diamond standards.
The Front Desk Supervisor will always conduct him/herself in manner which supports the guiding principles of Destination Hotels & Resorts:
Acts with the highest ethical standards, treating others fairly & with respect.
Empower a diverse group of talented and prepared people.
Nurture lasting relationships with investors, customers and team members
Achieve optimum investment performance.
Focus on Continuous improvement of quality assets and services.
Consistently work to balance our lives and contribute positively to our communities.
The Front Desk Supervisor shall strive to provide exceptional service to both internal and external guests at all times. S/he will be responsible for exemplifying the Wild Dunes Resort Culture as well as promoting Wild Dunes Resort as both the Destination and Employer of Choice
Essential job FUNCTIONS:
Check in/Check out
Offers warm and sincere welcome/farewell for all guests of Wild Dunes Resort
o Eye contact
o Use of guest name
o Polite tone of voice
o Professional body language
o Great demeanor and disposition
o Welcoming
Register guests upon arrival in accordance with AAA 4 Diamond Standards
o Verifies address, phone number and e-mail address
o Signs guest up for Destination Delivers if guest is not a member
o Ensures credit is established
o Ensures special requests are noted and fulfilled
Promote and sell special hotel programs and upgrades when appropriate.
Thoroughly complete all guest transactions
o Accepts payment for guests reservations at time of registration and check out
o Follow appropriate check and cash handling procedures is accordance to Wild Dues resort policies and standards.
o Follow set procedures on posting charges and completing guest refunds.
Provide guest with Guest Connection card at check in completion
Arranges bell service for guests
Goes above and beyond to exceed guest expectations to create a memorable guest experience
o For example, but not limited to, handling challenging situations that involve dissatisfaction.
o Making a positive impact on guests stays
Sending amenities and note cards to guests
Arranging for special treatment of guest
Daily Duties
Conduct daily pre-shift meetings to ensure all information for the day is passed to the front desk team.
o Review the Better Place Card
o Discuss any pertinent information for the day
o Review weekly training document
Ensuring daily check lists are completed
o Front Desk and Supervisor check list is signed off on prior to submitting to the Front Office Manager
Training and supervising front desk personnel
Performs on the job retraining for staff as indicated by Management
Keep accurate inventories of all supplies
o Responsible for maintaining hard key inventory weekly
o Responsible for maintaining appropriate par levels of marketing materials
Maintains accurate records of room availability
Works with Reservations staff to achieve Perfect Fills
Responsible for promoting corporate wide and monthly Front Office initiatives
o Example: Promoting and tracking our loyalty program Destination Delivers
Maintain house bank
Must help keep front desk and all employee areas clean
For example, but not limited to: sweeping, dusting, using cleaning rages and cleaning chemicals to tidy area
Attend all monthly departmental and resort required meetings
Maintain discretion and security for the Resort and our guests
Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons)
o Reports all safety incidents to on-duty supervisor.
Supervisor must act as Management in the absence of Management
Assists with handling guest issues
o Supervisor should assist with guest challenges and not transfer it onto management
o Collaborates with other departments, when necessary, for guest resolution
Will perform Manager of Duty shifts
Acts with responsibility towards all company property, supplies and equipment.
Maintains a professional attitude and appearance
o Follows all Wild Dunes Resort dress code standards.
Unwrinkled pant and pressed shirts (uniforms will be provided by Front Office Management)
o Appropriate hygiene and grooming standards as designated in the Wild Dunes Associate Handbook
Remains alert, courteous and helpful to the guests and colleagues at all times.
Promotes Wild Dunes outlets first over any other off site outlet.
Aid Front Office management in additional projects when requested
Communication/Knowledge
Provide professional communication via telephone, e-mail and written form
Communicates with all departments regarding any special needs a guest may have
Communicates all pertinent information to the Front Office team
Provides general resort information for guests.
o Knowledge of room types, guest amenities, and hours of operation
Knowledge of daily events and gatherings on property
o Aware of location for group and social functions
o Aware of location of seasonalactivities and offerings
General knowledge of the City of Charleston and surrounding area
o Attractions, shopping, activities, etc.
v Associate is held accountable for all duties of this job and other duties as assigned.
v After 90 days, the Front Office Leadership Team will complete a 90 performance evaluation, which at that point, the associate may be eligible for a wage review and employment review as well.
v Within the first 90 days of employment, Wild Dunes reserves the right to terminate employment if our desired standards are not met.
eXPERIENCE & eDUCATION:
High school diploma or equivalent
Prior hospitality experience preferred
At least one year customer service experience in a high volume setting preferred
Experience in a Four-Diamond quality organization preferred
Knowledge in property management systems is a highly desirable
Required Qualifications
Job REQUIRMENTS:
Must be a United States citizen or possess a valid work permit
Must have excellent phone etiquette
Must be able to read, write and speak English
Must have strong computer skills
Must have strong working knowledge of Microsoft Office programs
Must be able to work well under pressure
Must be able to accurately follow instructions, both verbally and written
Must be highly detailed orientated
Must be able to work in a fast paced environment
Must have excellent listening skills
Must possesses excellent communication skills
Must be professional in appearance and demeanor
Must always ensure a teamwork environment
Effective conflict resolution skills
Ability to work a flexible schedule that may include evenings, weekends and holidays
Must have the ability to deal effectively and interact well with the guests and associates
Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner
Must have a passion for creating an exceptional experience for all guests
Employees who are hired at Wild Dunes Resort will be verified through the federal E-Verify system.
Working CONDITIONS:
Must be able to stand on feet throughout the shift, with intermittent periods of walking
Must be able to occasionally lift, carry, push & pull up to 50 lbs with assistance
Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.
Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis
While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, heat)
Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, heat).
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow other instructions and perform other work-related duties requested by his or her supervisor.
Preferred Qualifications
City Isle of Palms
State South Carolina
Job Type Full Time
Type of Position Hourly Position
Salary 12.00-13.00Estimated Salary: $20 to $28 per hour based on qualifications.
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