SUMMARY:

The Front Desk Supervisor ensures that all inquiries and reservations from the telephone, mail and walk-in guests are answered in a prompt and courteous manner.  Continuously convey to front desk and reservation staff the importance of maintaining a positive upbeat attitude toward all guests, co-workers, and the management of Mt. Olympus Theme Park and Water Park. Emphasis should be placed on providing excellent hospitality and delivering exceptional customer service to guests.

DUTIES AND RESPONSIBILITIES:

• Continuously train, monitor, and be accountable for all activities performed at the front desk and reservation area, including night audit.
• Take necessary measures to ensure that each front desk and reservation staff members cash in/out transactions are completely accounted for on a daily basis.  Front desk staff members are not allowed to punch out of his/her shift until the computer transactions balance with the cash transactions.  It is the responsibility of the Front Desk Supervisor to make certain all funds transacted at the front desk are accounted for prior to night audit.
• After the night audit and upon arriving to work the next morning, the morning Front Desk Manager is to make certain that all night audit reports have been generated for the accounting/cashier staff and that account ledger balances are accurate.
• Provide input and approve front desk and reservation schedules submitted by the General Manager.
• During periods of non-activity, scan the body and work stations for cleanliness.  If non-activity persists, allow front desk or reservation personnel to punch-out as deemed necessary.
• Make certain cash tills, bands, and credit card machines are not shared among front desk and reservation employees during individual shifts.  If sharing occurs, take action to make certain sharing does not continue.
• Dissemination of current and accurate information on Mt. Olympus Theme Park and Water Park.  Respond to questions on the phone or at the front desk.  Train front desk and reservations personnel on how to properly respond to guest inquiries.
• Maintain a neat and orderly work environment, including, but not limited to the personal work area of staff, front desk area, lobby, and gift shop.
• Responsible for the Resort Manager’s messages when he/she is absent from the office.
• Oversee reservation confirmation correspondence and mailing of confirmations on a daily basis.  May delegate this responsibility to another person, as necessary.
• Maintain all guest registrations, including check-ins and check-outs, in a prompt and courteous manner.  Make certain that every guest registration card has a signature on file.
• Notify the Resort Manager of any suspicious behavior, employee misconduct, or disturbances affecting Mt. Olympus Theme Park and Water Park.
• Resolve and respond to all guest complaints in a prompt and courteous manner.  Notify the Resort Manager of any concerns.  If a guest is extremely upset, attempt to lead him/her away from the front desk to an area free of other guests in an effort to resolve the complaint.  Use good judgment in cases where full or partial refunding is required.
• Keep the Resort Manager informed of all issues concerning the general business of Mt. Olympus Theme Park and Water Park.  Further recommend to the Resort Manager front desk procedures that could be modified in order to better serve the guest.  If new procedures are approved, take responsibility for implementing them.
• Be accountable for training of all new and seasonal front desk and reservation staff.  Delegate this responsibility to a front desk supervisor, as necessary.  
• Audit all confirmations, reservations, and arrivals.  Take control to make certain this duty is performed on a daily basis.  Delegate this responsibility to another during days off.
• Respond to all employee requests for assistance that is needed regarding the general course of business, which may involve answering questions outside of your scheduled work hours.
• Be accountable for the actions of front desk and reservation staff.  If the actions of certain desk and reservation staff are not consistent with providing excellent service to in-house guests as well as potential guest, take the necessary actions to instruct and train on the correct way service should be provided.
• Make certain the front desk counter is always staffed.  When a guest walks through the front door, make sure a front desk staff member is visible at the desk.  Front desk staff should avoid congregating in the back office area.
• Consult with the Resort Manager on any and all room discount procedures for groups of walk-ins.
• Other duties as assigned.