Front Office Supervisor

The Grove Resort & Water Park Orlando
Winter Garden, FL

posted January 29, 2023

Front Office Supervisor

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Description

Join Spire Hospitality in helping create unforgettable guest experiences.

We’re redefining hospitality with a focus on People, Passion, and Purpose. Join Us.

At SPIRE, we recognize that creating memorable guest experiences and delivering best-in-class performance for our investment partners begins with the team we have in place.

We know that every member of our team is vital to our ongoing success and has played an important role in achieving the industry-leading results we are known for today. Because we wholeheartedly believe that as a collaborative, focused, productive, and diverse team we go further, we always put people first.

When you join SPIRE, we ensure that you receive the support, tools, and opportunities you need to grow as an individual, and to excel in your hospitality career.

Weekend/flexible availability

Job Overview: Provides guidance and leadership as the Front Desk Supervisor ensuring consistent quality customer service is delivered.

  • Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service representatives in details of work. Observe performance and encourage improvement.
  • Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
  • Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing keys, certificates, coupons, and refreshment center keys as appropriate. Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
  • Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash make change and balance an assigned house bank. Accept and record vouchers, traveler checks and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
  • Promptly answer the telephone using positive and clear English language. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
  • Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for guest service representatives and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and identifying the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
  • Summon guest service personnel for assistance to escort guest to their rooms as appropriate.
  • Prepare daily forecast of expected arrivals and departures.
  • Provides safety deposit boxes for guest by escorting them to the vault room, assisting the customer in opening the deposit box lock. File access slips in box.
  • Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of incoming faxes using the message function of the computer.
  • Use the photocopier to make copies of items as required.
  • File registration cards in room number order.
  • Retrieve registration cards from the files for each check out.
  • Perform other related duties as assigned.

    Working Conditions:

    Physical Demands:

    Sedentary work: Exerting up to 10 pounds of force occasionally (occasionally: activity or condition exists up to 1/3 of the time), and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time), to lift, carry, push, or pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

    Environmental Conditions:

    Inside: Protection from weather conditions but not necessarily from temperature changes. A job is considered “inside” if the worker spends approximately 75 percent or more of the time inside.

    Specific Job Knowledge and Skills

    The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
  • Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
  • Ability to listen effectively and to speak English clearly.
  • Ability to access and accurately input information using a moderately complex computer system.
  • Ability to stand, walk and continuously perform behind the front desk.
  • Hearing and visual ability to observe and detect signs of emergency situations.
  • Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
  • Ability to analyze and make judgments.

    Other Expectations

  • Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.
  • Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. This includes nights, weekends and/or holidays.
  • All employees must maintain a neat, clean and well-groomed appearance (specific standards available).
  • Employee is always required to take on the responsibility and wear appropriate Personal Protective Equipment (PPE) as determined by position and duties.
  • Complies with health and safety rules, regulations and procedures to maintain a safe environment.

    Education:

    Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge of skills and abilities. College degree is preferred.

    Experience:

    • 1 years of supervisory experience preferred.
    • Additional language ability preferred.
    • Hospitality experience, two years preferred.

    Benefits:

    We offer a comprehensive full-time benefits package consisting of medical, dental, vision, pet discount program, identity theft protection, pre-paid legal support, flexible spending accounts, matched 401K, life, critical accident or illness, short- & long-term disability, paid time off, wellness programs, wonderful hotel discounts and much more!

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    The Grove Resort & Water Park Orlando

    844 Room Resort

    The Grove Resort & Water Park Orlando

    The Grove Resort & Water Park Orlando is an expansive 106-acre hotel destination located just six miles from Walt Disney World® Theme Parks, with free transportation to Walt Disney World® Ticket and Transporation Center (Near Magic Kingdom® Park). Set on Lake Austin and amid a portion of Central Florida’s conservation grounds, The Grove is a sanctuary from the boisterous pace of the outside world.

    Spacious two and three bedroom suites with fully equipped kitchens, full-size washers and dryers, multiple bathrooms, and screened in balconies offer guests the comforts of home, while the resort’s hearty collection of amenities deliver the luxuries of a full-service resort.

    Careers 

    We’re Redefining Hospitality With A Focus On People, Passion, And Purpose. Join Us.

    At SPIRE, we recognize that creating memorable guest experiences and delivering best-in-class performance for our investment partners begins with the team we have in place.

    We know that every member of our team is vital to our ongoing success and has played an important role in achieving the industry-leading results we are known for today. Because we wholeheartedly believe that as a collaborative, focused, productive, and diverse team we go further, we always put people first.

    When you join SPIRE, we ensure that you receive the support, tools, and opportunities you need to grow as an individual, and to excel in your hospitality career.