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Rooms Supervisor In Training

Company: Kalahari Resorts & Conventions - Round Rock
Location: Round Rock
Posted on: June 6, 2021

Job Description:

JOB SUMMARY

Responsible for assisting the Front Office Management Team while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

QUALIFICATION STANDARDS

EDUCATION REQUIREMENTS: A high school diploma or equivalent required.

LICENSE/PERMITS REQUIRED: Valid driver's license.

REQUIRED SKILL: Previous supervisory responsibility required. Computer experience required.

KNOWLEDGE OF COMPUTER HARDWARE OR SOFTWARE: Must be proficient in Windows software and company approved spreadsheets.

PREVIOUS EXPERIENCE REQUIRED: At least 2 to 3 years progressive experience in a hotel, resort, or related field. College course in hotel/motel management helpful.

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Front Office Supervisor Job Expectations Continued:

PHYSICAL REQUIREMENTS:


  • -Flexible and long hours sometimes required.

  • -Ability to stand during entire shift.

  • -Light work - exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.


MENTAL REQUIREMENTS:

  • -Must be able to convey information and ideas clearly.

  • -Must be able to evaluate and select among alternative courses of action quickly and accurately.

  • -Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.

  • -Must be effective at listening to, understanding, and clarifying the issues raised by Associates, Supervisors, Department Heads, Senior Management, and guests.

  • -Must be able to work well in stressful, high pressure situations, including ability to handle guest objections, disputes, and a broad range of customer interactions, inquiries to satisfactory results.

  • -Must be able to work with and understand financial information and data, and basic arithmetic functions.

  • -Must be able to assimilate complex information from disparate sources and consider, adjust or modify to meet the constraints of the particular need.

  • -Ability to be a clear thinker, analyze and resolve problems exercising good judgment.

  • -Make independent decisions while maintaining strong ethical standards consistent with company policy, rules and the ability to maintain confidential information.

  • -Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.

  • -Must maintain composure and objectivity under pressure.


Front Office Supervisor Job Expectations Continued:

ESSENTIAL DUTIES & FUNCTIONS:

  • -Be a role model for the Front Office Associates.

  • -Approach all encounters with guests and associates in a friendly, service-oriented manner.

  • -Maintain regular attendance in compliance with Kalahari Resort standards, as required by scheduling which will vary according to the needs of the hotel.

  • -Maintain high standards of personal appearance and grooming, which include wearing the proper uniform, nametag, Promise button, when working.

  • -Comply at all times with Kalahari Resort standards and regulations to encourage safe and efficient hotel operations.

  • -Maintain a friendly and warm demeanor at all times.

  • -Ensure that Associates are at all times attentive, friendly, helpful and courteous to all guests. Managers and fellow associates.

  • -Obtain all necessary information when taking room, cabana, and bungalow reservations and follow the rate-quoting scenario.

  • -Monitor all VIP and special guest requests.

  • -Review Front Office Log and Trace File daily.

  • -Fully comprehend and operate all relevant aspects of the Front Desk computer system.

  • -Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.

  • -Be aware of all rates, packages, and promotions at the resort.

  • -Be familiar with all in-house groups and activities.

  • -Be aware of all closed out and restricted dates and minimums.

  • -Follow and enforce all Kalahari Resort hotel credit/debit policies.

  • -Be able to complete and ensure that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed as well as daily front office checklists.

  • -Maintain proper operation of the PBX console and ensure that all standards are met, if applicable.

  • -Establish and maintain good communications and teamwork with fellow associates and other departments within the resort.

  • -Assist the AFOM and FOM in ensuring that associates are following and maintaining standards (i.e. answering phones, callbacks to guests, guest request log) in a timely manner.

  • -Have knowledge of and assist in all emergency procedures as required.

  • -Oversee and ensure that all guests are checked in/out in a friendly, efficient, courteous and confidential manner.

  • -Ensure package and LOAs are ready and available for the day's arrivals.

  • -Continue on-going training with associates and monitor labor on a daily basis and ensure associates are taking breaks when applicable.

  • -Log and follow up on guest opportunities to ensure proper guest satisfaction.


Essential Duties and Functions continued:


  • -Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.

  • -Responsible for issued house bank.

  • -Be able to perform all duties of a guest service agent.

  • -Run room status reports in a timely manner and relay necessary information to affected departments and individuals.

  • -Monitor key control to maintain hotel security.

  • -Monitor front office inventory and make sure the desk is properly stocked.

  • -Have the ability to be proactive, flexible and take on the most effective role

  • -Assist AFOM and FOM to ensure maximization of room revenue through Rooms Merchandising.

  • -Answer all guest inquiries in a timely and professional manner.

  • -Be involved in departmental meetings, planning and execution.

  • -Help maintain productivity levels at or above budgeted standards.

  • -Assist in training and cross-training of new hires and current associates when needed.

  • -Attend meetings/training as required by management.

  • -Perform other duties as required by management.

Keywords: Kalahari Resorts & Conventions - Round Rock, Round Rock , Rooms Supervisor In Training, Other , Round Rock, Texas

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