The Front Office Supervisor is a guest facing representative of the club and will have frequent and regular interactions with our members and guest. This individual is responsible for guest services at the club as set forth herein to keep the club functioning at top efficiency. This individual will function in a leadership capacity to assist with ongoing training and development of the Front Desk team and will be the primary liaison for setting and maintaining room reservations. Goals aligned in this position are set to provide ongoing helpful and knowledgeable service to our members and guests.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

1. Learn and cover frontline positions as needed (Front Desk, Bell, and Shuttle).
2. Conduct all training necessary for Front Desk team members.
3. Maintain performance audits for ongoing feedback and development of the front desk team.
4. Create and maintain Front Desk team member schedule.
5. Participate as a guest services duty manager to liaison and support front line guest services team members.
6. Conduct room reservation audits to ensure rates and market codes are accurate.
7. Participate in setup and operation of special events as needed.
8. Assign projects and regular tasks to front desk associates for daily operations in conjunction with the Guest Services Director.
9. Assist the Guest Services Director in establishing and maintaining Standard Operating Procedures for Front Desk Operations and Lodging.
10. Conduct room, supplies, and inventory audits as prescribed to the manager on duty.

OTHER RESPONSIBILITIES

1. Assist mailroom, bell staff, shuttle, and housekeeping when necessary.
2. Complete other duties as assigned.

SUPERVISORY RESPONSIBILITIES

Assist the Guest Services Director in overseeing the training and development of the front desk team members. Ongoing support in position as front desk associate and cross area coverage to support the bell services and shuttle drivers accordingly will be necessary in this role.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

KNOWLEDGE AND SKILL OF:

• Excellent customer service, and interpersonal skills.
• Proficient in English grammar.
• Proficient with computer software including Microsoft office.
• Proficient in operating office equipment such as photocopiers, scanners, fax machines and multi-line phone systems.
• Hotel front desk operations.
• Lodging and Room Reservations.
• Team leadership (engaged and active) – leader by example.

ABILITY TO:

• Communicate effectively both orally and in writing.
• Meet time schedules, deadlines, plan and organize work.
• Work confidently and independently with little direction.
• Work cooperatively with others using tact, patience, and courtesy.
• Work independently and uphold a strict level of confidentiality and professional discretion.
• Work with guests in a fast-paced setting.
• Perform the required role during emergency situations.
• Adapt into a positive team dynamic and have a flexible approach to the needs of establishing a strong team culture.

EDUCATION and/or EXPERIENCE

• 3 years of club, resort, or other hospitality industry experience preferred.
• Must be at least 18 years of age.
• Experience in a leadership role preferred.

CERTIFICATES, LICENSES, and/or REGISTRATIONS

• Must have a valid driver’s license with a clean driving record.

PHYSICAL DEMANDS

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to sit and stand for a prolonged period of time.
• Must be able to lift and carry up to 50 pounds.
• Must be able to stoop and kneel.
• Must have the visual acuity to see the computer screen and paperwork.
• Must be able to operate a motor vehicle safely with no restrictions.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Florida weather conditions can vary. This position may experience various types of weather including hot, cold and wet conditions.

EEO STATEMENT

Mountain Lake does not discriminate based on race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other category protected by law in provision of employment opportunities and benefits.