Location: Queensbury,NY, USA
Summary of job: Responsible to supervising and providing day-to-day operations and work activities of Front Desk staff, in conjunction with fellow Front Desk leadership, to ensure the highest degree of professionalism, guest service, and guest satisfaction.
KEY DUTIES AND RESPONSIBILITIES:
Ensure all guests are welcomed in a courteous, friendly and professional manner
Schedule team members to meet operating needs
Increase revenues by promoting/selling in-house and resort-wide services, packages, venues, and amenities
Investigate and resolve guest concerns quickly, professionally and effectively
Update guest reservations and folios throughout their stay as necessary
Communicate clearly and effectively with team members and guests
Ensure the maintenance and cleanliness of the front desk/office
Ensure staffing & training plans provide the support necessary to consistently execute the Service Mantra Friendly, Clean, Fast, & Safe Service
Provide guidance, counseling, and development for the front desk staff
Document guest interactions and guest recovery efforts as appropriate
Multi-task between Front Desk and Call Center, providing supervision as needed in the absence of the Call Center Supervisor
Be familiar with, and implement as necessary, the emergency response procedures for the Lodge.
All other tasks as assigned by management
ORGANIZATIONAL RELATIONSHIPS: Reports to Manager of Business Operations
SKILLS AND QUALIFICATIONS:
High school diploma or equivalent
Associates degree preferred; hospitality or related field
At least six (6) months prior experience in front desk operations preferred
Knowledge of OPERA-PMS software
Must be able to speak, understand, read and write in English
Must be able to be on feet for up to six (6) hours per day
Ability to communicate with team members and guests in a professional manner
Ability to effectively motivate, develop, train, and direct other staff
Must be able to work days, nights, weekends, holidays and other shifts as needed