Oversees the daily operation for all areas of the Front Desk to include guest check-in, guest check-out, monitoring the front desk switchboard, and assisting with guest needs while assuring that the highest degree of quality guest care is maintained at all times.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Requires ability to perform all functions pertaining to the operations of the front office including guest information, switchboard, reservations, and front desk and serves as a working Supervisor.
- Monitors a safe working environment for staff, promotes safe, secure facility for guests.
- Assists in the establishment of standards of operation for each area of responsibility and in planning, developing and conducting training for employees to insure those standards are met.
- Monitors control methods to insure that budget objectives are being met such as inventories, scheduling staff levels and supply orders.
- May participate in the interviewing, hiring, evaluating and discipline of employees.
- Continually strives to provide a quality experience for all resort guests through their interaction with the front office department.
- Follows all policies of the WPC and addresses problem situations with guests through approved procedures and/or guidelines.
- Develops a positive working relationship with all other departments in Wilson Lodge and divisions of the WPC. Exerts a positive influence on other resort personnel through an upbeat personality, and by always attempting to enhance the guests visit.
- Attends training seminars, conferences, schools and meetings as directed to continually develop guests’ knowledge of hospitality operations.
- Works flexible schedule including weekends, evenings and holidays.
- Requires thorough knowledge of the lodge, resort, and surrounding areas.
- Must have excellent telephone and customer service skills.
- Ability to make correct change and complete financial transactions while balancing a shift report.
- Responsible for assisting with keeping the lobby “guest ready” at all times.
- Assists front desk staff with the handling of guest issues, while having an understanding of when to involve a Manager for further direction.
- Implements established emergency protocol when necessary.
- Monitors front lobby and front entrance areas while performing the supervisory responsibilities.
- Serves as a witness to money drops.
- Conducts all check-in and check-out procedures with all overnight guests while practicing the standards of Signature Training.
- Quotes rates and packages and sells “walk in” reservations.
- Has a working knowledge of all Night Audit processes.
- Is familiar with saving all Accounting monthly and daily reports as indicated on the Night Audit check-list.
- Understands how to processes lodging charges and no-show fees for all in-house guests, group master accounts, and direct bill accounts.
- Is able to run the End of Day process and printing out all reports including any and all seasonal reports.
- Capable of producing daily summaries for Management staff and various departments.
- Interact with the public with a cheerful and positive attitude, solve guest problems and complaints in a proper manner, and maintain harmonious working relationships with fellow employees.
SUPERVISORY RESPONSIBILITIES
Manages a total of 15-20 employees for the Front Desk, and Guest Services areas. Is responsible for the overall direction, coordination, and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
EDUCATION and/or EXPERIENCE
Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
Skills Required
- Bachelor's degree from a four-year college or university, or one to two years of related experience and/or training, or an equivalent combination of education and experience.
- Excellent telephone and customer service skills.
- Ability to perform front office operations, including guest information, switchboard, reservations, and front desk functions.
- Ability to complete financial transactions, make correct change, and balance shift reports.
- Working knowledge of night audit processes, lodging charges, no-show fees, end-of-day processing, and daily reporting.
- Ability to work flexible schedules, including weekends, evenings, and holidays.
What We Do
At Oglebay, guests are invited to relax, play, and reconnect in a destination rooted in nature and rich with experience. A place where meaningful moments are made, and West Virginia hospitality shines at its warmest.
