Hyatt Front Office Supervisor in CHARLESTON, 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 uponarrival
Ensuringdaily check lists are completed and signed off prior to submitting to theFront Office Manager.
Organizingand preparing the front desk for the next day arrivals and departures.
Ensuring theproper billing of all packages and groups
Training andsupervising front desk personnel
Assist guestto ensure expectations are exceeded upon check- in and check-out.
Registerguests upon arrival and ensure credit is established, special requests arenoted/fulfilled and accurate guest information is obtained.
Communicatewith all departments regarding any special need a guest may have
Thoroughlycomplete all guest transactions
Maintain anup to date working knowledge of all resort amenities as well as anyspecial events.
Promote andsell special hotel programs, special rate packages, and upgrades whenappropriate.
Maintainhouse bank and handle all checks and cash according to Resort policies andprocedures.
Follow setprocedures on posting charges, cashing checks, safe deposits and refunds
Provideprofessional communication via telephone, e-mail and written form.
Conductdaily pre-shift meetings to ensure all information for the day is passedto the front desk team.
Aid Front Office management inadditional projects when requested
Keep accurate inventories of allsupplies
Registers guests into computersystem, verifying registration, address and credit information
Accepts payment for guests’accountants both at the time of registration and check out
Maintains accurate records ofroom availability
Responsible for key control
Contacts appropriate party, ifnecessary, when a guest problem is reported
Answers incoming guests calls andtransfers appropriately
Provides general resortinformation for guests.Onemust have a general knowledge of the City of Charleston and surroundingareas.
Offers warm and sincerewelcome/farewell for all guests of Wild Dunes Resort including use ofguest name & good eye contact with each guest
Resolves guest problems and isempowered to act in absence of manager
Follows proper check-inprocedures
Arranges bell service for guests
Must be able tocross train and be able to work as a concierge during times of need
Performs PBX and Concierge dutiesas necessary
Maintains records for all VIPs,special requests, etc.
Performingcourtesy call backs to guests inquiring into their stay and roomappearance
Maintains an up to date workingknowledge of all resort amenities as well as any special events
Always maintains a professionaldemeanor and attitude
Communicates all pertinentinformation to the Front Office team
Maintains constant awareness ofsafety issues, (i.e. broken glass, frayed electrical cords, leaks, brokenlocks and suspicious persons). Reports all safety incidents to on-dutysupervisor.
Acts with responsibility towardsall company property, supplies and equipment.
Musthelp keep front desk and all colleague areas clean
Attendall monthly and required resort meetings
Maintains a professionalappearance. Follows all Wild Dunes Resort dress code standards.
Remains alert, courteous andhelpful to the guests and colleagues at all times.
Colleague is heldaccountable for all duties of this job and other duties as assigned.
Experience & Education:
High school diploma or equivalent
Prior hospitality experiencepreferred
At least one-year customerservice experience in a high-volume setting preferred
Experiencein a Four-Diamond quality organization preferred
Knowledge in property managementsystems is a highly desirable
Must be a United States citizenor possess a valid work permit
Must have excellent phoneetiquette
Must be able to read, write andspeak English
Must have strong computer skills
Must have strong workingknowledge of Microsoft Office programs
Must be able to work well underpressure
Must be able to accurately followinstructions, both verbally and written
Must be highly detailedorientated
Must be able to work in a fast-pacedenvironment
Must have excellent listeningskills
Must possesses excellentcommunication skills
Must be professional inappearance and demeanor
Must always ensure a teamworkenvironment
Ability to work a flexibleschedule that may include evenings, weekends and holidays
Must have the ability to dealeffectively and interact well with the guests and colleagues
Must have the ability to resolveproblems/conflicts in a diplomatic and tactful manner
Must have a passion for creatingan exceptional experience for all guests
Colleagues who are hired at Wild Dunes Resort will be verified through the federal E-Verify system.
Must be able to stand on feet throughoutthe shift, with intermittent periods of walking
Must be able to occasionallylift, carry, push & pull up to 50 lbs with assistance
Must be able to perform simplegrasping, fine manipulation, and repetitive hand & arm movementsfrequently, and squeezing & overhead reaching occasionally.
Must be able to bend, squat,crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis
While primarily an indoor job,must be able to walk outside in a variety of weather conditions (rain,wind, heat)
Must be able to climb stairsoccasionally, both indoors and outside in a variety of weather conditions(rain, wind, heat).
WildDunes is an Affirmative Action / Equal Opportunity Employer and offers equalemployment opportunity to all, based upon individual merit and does notdiscriminate on the basis of race, color, religion, national origin, sex, gender,age, disability status, protected veteran status or any other protected classor category.
A true desire to satisfy the needs of others in a fast paced environment.
Refined verbal and written communication skills.
Ability to stand for long periods of time.
Experience and a thorough understanding of Front Office operations.
Primary Location: US-SC-Isle of Palms
Organization: Wild Dunes Resort
Pay Basis: Hourly
Job Level: Full-time
Job: Front Office
Req ID: ISL000334
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.