Lodge Front Desk Supervisor

**Responsibilities and Duties** - Approach all encounters with guests and team members in a friendly, service-oriented manner. - Maintain regular attendance in compliance with Callaway standards, as required by scheduling. - Maintain high standards of personal appearance and grooming which includes appropriate uniform and name tag when working. - Comply at all times with Callaway standards and regulations to encourage safe and efficient operations. - Strong customer service background - Detailed - Oriented - Greeting guests, assist with requests, and resolve complaints - Manage the check-in and check-out processes - Monitor reservations and ensure accurate they are accurate (i.e. Walk-in, No Show, Cancellation) - Train and supervise Front Desk and CID Hosts - Implement and enforce hotel policies and procedures, including health and safety regulations. - Monitor and manage front desk inventory and supplies. - Reports to Front Office Manager and assist the Front Office Manager with daily reports (i.e. Open Folio, Shift Reports, Cash Reports, OOO) - Assist Front Office Manager with the guest relocations process - Able to Perform accounting duties which include posting charges, account settlements and shift closing. - Respond to guest inquiries through Zingle, HotSos, Booking and Expedia - Troubleshoot issues and solve crisis (i.e. Outages, walked Guest, Water Main Breaks) - Available to work weekends and holidays. Open availability required. - Ensures high levels of guest service at all touch points exceeding brand standard and guest expectations. - Perform other duties as assigned by supervisor or management. - Attend all meetings/training as required by supervisor or manager. **** **Qualifications** **Education & Experience:** - High School Diploma or GED, additional certifications is a plus. - 1-2 years of Proven work experience as a Front Desk Supervisor or a similar role. (Required) - Proficient in English (oral and written) - Knowledge of office machines (i.e. fax, printer, copier) - Experience with hotel reservations software such as Opera Cloud. - A degree in Hospitality Management or related field is preferred but not mandatory. - Experience in Resort Management is a plus but not required. **Physical Requirements:** - Able to stand for long periods of time. - Lift or carry up to 40 pounds. - Be capable of bending, stooping and reaching. **Mental Requirements:** - Be able to positively motivate and lead a team, conveying information and ideas clearly and effectively so that ownership of high levels of guest service is understood to be the role of each individual team member. - Be able to evaluate and select among alternative courses of action quickly and accurately - Be able to work well in high-pressure situations while maintaining composure and objectivity, including the ability to listen carefully to and resolve guest issues to the satisfaction of the affected guests. - Be able to identify potential guest issues and then develop methodologies to prevent or limit the impact of those guest issues during the course of guest visits. - Be able to assimilate complex information and data for various sources and consider, adjust or modify to meet the constraints of the particular need. - Be able to effectively listen to, understand, and clarify concerns and issues raised by team members and guests. - Be able to work with and understand financial information and data and perform basic math functions. - Be able to monitor the lobby and work area to determine guest flow. - Be able to act as the site liaison for the convention services and sales. - Be able to know and understand all aspects of our business operations.