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    Inn Front Desk Supervisor - Asheville, United States - The Biltmore Company

    The Biltmore Company
    The Biltmore Company Asheville, United States

    4 weeks ago

    Default job background
    Full time
    Description

    ** Inn Front Desk Supervisor - Full Time**

    **Job Category****:** Lodging **Requisition Number****:** INNFR007982 Showing 1 location **Job Details**

    **Description**

    The starting pay range for this position begins at $19.06/hour and is based on the level of qualifications and relevant experience above the minimum requirements. Full Time: a position averaging 35+ hours per week.

    The Front Desk Supervisor will provide leadership for agents and lobby staff and requires an individual interested in providing world class customer service and professionalism. Supervisors will motivate, coach and develop associates using a consistent, approachable demeanor; handle escalated guest service recovery issues; and will provide general administrative assistance and support to staff and leadership. In addition, Supervisors will coordinate scheduling and breaks and perform opening/closing duties, and provide general assistance and support for leadership, the department, and the company.

    **Essential Job Duties**

    1. Conduct pre-shift meetings with agents and PBX operators; oversee meal breaks.

    2. Accommodate room changes expediently and communicate with housekeeping.

    3. Review and oversee front desk agent task and checklists daily.

    4. Handle check-ins/check outs and other ticketing/reservations requests in a timely, professional manner.

    5. Input information into property management system and maintain guest records accurately and precisely, paying close attention to details and comments; combine reservations as needed.

    6. Process all messages/faxes for guests; file with proper registration and log procedures.

    7. Operate the time lox key and estate ticketing systems as needed.

    8. Pre-key groups that are hard blocked and non-moveable.

    9. Monitor guest registration cards and bucket check with in-house lists.

    10. Handles escalated guest service inquiries/issues.

    **Requirements**

    1. High school diploma required. Additional education, training and/or certification(s) preferred.

    2. At least two (2) years of related hospitality experience, including some hotel front desk experience. Equivalent combination of education/experience may be considered. Ideal candidate will have worked in upscale hotel/resort/attraction setting.

    3. Demonstrated commitment to delivering world class internal/external guest service, and proven leadership skills; must be able to motivate staff/team.

    4. Outstanding interpersonal and written/verbal communication skills; must be able to interact professionally with a wide variety of guests. Second language a plus.

    5. Proficiency with Word, Excel, and Outlook; can quickly learn Biltmore's systems, products, and procedures, and has general knowledge of Asheville/WNC.

    6. Proactive and exercises good judgment; can creatively problem solve/troubleshoot; must be able to handle variety of guest service situations consistent with standards.

    7. Excellent organizational skills; can prioritize and multi-task, and adapt as needed.

    **Physical Requirements** :

    1. Incumbent will be on their feet for extended periods of time.

    2. Incumbent should be able to lift the maximum of 35-50 lbs occasionally.

    3. Incumbent must be able to communicate clearly.

    4. Must be at least 18 years old and have a valid NC Driver's license.

    **Additional Responsibilities:**

    1. General assistance and support for leadership, the department, and company.

    2. Maintain complete knowledge at all times of:

    A. Scheduled daily activities

    B. All estate activities, especially at Antler Hill Village/Biltmore House

    C. All hotel services/hours of operation

    D. All hotel policies and procedures

    E. Current groups and VIPs arriving and their billing procedures

    F. Daily group functions

    G. Daily house count and expected arrivals

    H. Features and services provided by the hotel and estate

    I. Pre-block VIPs, repeat guests, and special occasion rooms

    J. All room rates and special packages

    3. Maintain a house bank in accordance with established cash handling procedures.

    4. Maintain guest confidentiality.

    **Qualifications**

    **Skills**

    **Behaviors**

    **:**

    **Motivations**

    **:**

    **Education**

    **Experience**

    **Licenses & Certifications**

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