Hyatt Front Office Supervisor in ISLE OF PALMS, South Carolina
Summary: TheFront Desk Supervisor is primarily responsible for handling all guest interactions and going above and beyond to exceed guest requests. S/he often provides the first point of contact for guests and is responsible for creating an excellent first impression. S/he is responsible for 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 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:
Greets and welcomes guests upon arrival
Ensuring daily check lists are completed and signed off prior to submitting to the Front Office Manager.
Organizing and preparing the front desk for the next day arrivals and departures.
Ensuring the proper billing of all packages and groups
Training and supervising front desk personnel
Assist guest to ensure expectations are exceeded upon check- in and check-out.
Register guests upon arrival and ensure credit is established, special requests are noted/fulfilled and accurate guest information is obtained.
Communicate with all departments regarding any special need a guest may have
Thoroughly complete all guest transactions
Maintain an up to date working knowledge of all resort amenities as well as any special events.
Promote and sell special hotel programs, special rate packages, and upgrades when appropriate.
Maintain house bank and handle all checks and cash according to Resort policies and procedures.
Follow set procedures on posting charges, cashing checks, safe deposits and refunds
Provide professional communication via telephone, e-mail and written form.
Conduct daily pre-shift meetings to ensure all information for the day is passed to the front desk team.
Aid Front Office management in additional projects when requested
Keep accurate inventories of all supplies
Registers guests into computer system, verifying registration, address and credit information
Accepts payment for guests’ accountants both at the time of registration and check out
Maintains accurate records of room availability
Responsible for key control
Contacts appropriate party, if necessary, when a guest problem is reported
Answers incoming guests calls and transfers appropriately
Provides general resort information for guests.One must have a general knowledge of the City of Charleston and surrounding areas.
Offers warm and sincere welcome/farewell for all guests of Wild Dunes Resort including use of guest name & good eye contact with each guest
Resolves guest problems and is empowered to act in absence of manager
Follows proper check-in procedures
Arranges bell service for guests
Must be able to cross train and be able to work as a concierge during times of need
Performs PBX and Concierge duties as necessary
Maintains records for all VIPs, special requests, etc.
Performing courtesy call backs to guests inquiring into their stay and room appearance
Maintains an up to date working knowledge of all resort amenities as well as any special events
Always maintains a professional demeanor and attitude
Communicates all pertinent information to the Front Office team
Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons). Reports all safety incidents to on-duty supervisor.
Acts with responsibility towards all company property, supplies and equipment.
Must help keep front desk and all colleague areas clean
Attend all monthly and required resort meetings
Maintains a professional appearance. Follows all Wild Dunes Resort dress code standards.
Remains alert, courteous and helpful to the guests and colleagues at all times.
Colleague is held accountable for all duties of this job and other duties as assigned.
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
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
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 colleagues
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
Primary Location: US-SC-Isle of Palms
Organization: Wild Dunes Resort
Pay Basis: Hourly
Job Level: Full-time
Job: Front Office
Req ID: ISL000469
Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.