Job Description

Specific Job Functions:

• Ensure the daily operations of the check in/out process runs efficiently.
• Ensure the front line staff is providing AAA four-diamond service.
• Manage up to 30 front desk line-level employees in a given shift.
• Assist front line employees with questions or problems as they arise.
• Assist in rectifying guest complaints and issues as they arise.
• Run manager reports such as downtime reports and credit card authorizations.
• Mentor, coach, and guide employees on working successfully in a team atmosphere.
• Evaluate/appraise line agents and supervisors.
• Interview applicants and recommend for new employment.
• Evaluate internal applicants for promotion.
• Review and resolve employee complaints.
• Issue discipline in accordance with departmental and company policy.
• Develop training schedules for new hires.
• Conduct training for the implementation of updated software.
• Perform all duties deemed necessary for the success of the department.

Qualifications:

• 3 or more years of hotel operations supervisory experience in a major hotel resort preferred.
• Previous experience in developing, implementing and evaluating guest service standards preferred.
• Technical knowledge of property management systems preferred.
• Ability to develop solutions to maximize the effectiveness of the department preferred.
• Be able to work varied shifts including weekends and holidays required.
• Bilingual (Spanish) preferred.
• Knowledge of the Lodging Management System (LMS+) system preferred.
• High school diploma required, college education preferred.