Front Office Trainer/Supervisor

Welk Resort''s is seeking a Front Office Trainer/Supervisor to supervise and coordinate activities of all Front Office associates; train all Front Office team members to achieve successful job performance results; resolve challenges arising from guest complaints; supervise reservation and room assignment activities; and respond to guest requests in a courteous and timely manner.Essential Duties and Responsibilities (other duties may be assigned):Resort Wide:Consistently follow the Signature Guest Engagement service standards at all times.Consistently maintain thresholds for RCI, II, Market Metrix, and Secret Shopper scores.Follow all company and department policies and procedures.Attend safety meetings, keep the workplace in safe condition, and work in a safe manner.Adhere to attendance policy and report to workstation at scheduled start time.Propose ideas or find ways to improve services, systems, and/or procedures.Managers and Supervisors:Consistently lead in developing and implementing departmental service standards.Maintain and model an outstanding personal appearance at all times, always in full compliance with published personal hygiene/dress code policies.Strive to create a team spirit and inspire team performance.Motivate associates by maintaining a positive attitude and exemplifying the vision and mission of the Welk Resort.Department:Oversees PBX, Bell and Front Desk activities.Oversees Front Office operations including room swapping, inventory types and rules, check-in, check-out, and room blocking.Conducts training for all Front Office team members.Creates and updates Front Office training manuals, binders and other educational materials.Confers with Front Office management to analyze training needs and develop new training programs or modify/improve existing programs.Is involved with guest challenges and resolves these challenges to the guests'' satisfaction. Manages the Guest Compensation Log.Ensures all associates in the department are well uniformed and well groomed.Answers inquiries pertaining to resort policies and services.Solves and/or assists Front Office associates in solving non-routine or complex guest challenges, system challenges, and procedure problems.Confers with PBX staff, Front Desk associates, Bell staff, and managers to determine requirements to better the service at the Front Office.Creates long-term strategies for growth and maintenance of the Front Office department, and makes recommendations to Front Office management.Points out, suggests, and assists in implementation of procedure/policy changes.Utilizes all forms of communication to ensure information flow among staff.Ensures that all procedures and policies are adhered to by all Front Office staff.Promotes financial accountability within the Front Office department.Other duties as assigned by the Front Office management team.Qualifications:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements following this paragraph are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Education and/or Experience:One year certificate from college or technical school; one year related supervisory experience and/or training; or equivalent combination of education and experience. Proficiency in Microsoft Outlook, Word, and Excel is necessary.Language Skills:Ability to read and interpret documents such as safety rules, operation and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of guests or associates of the organization. Excellent communication skills required.Reasoning Ability:Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.Physical Demands:The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the associate is regularly required to talk and hear. The associate is frequently required to stand and sit. The associate is occasionally required to use hands to finger, handle or feel. The associate must lift and/or move up to 10 pounds.Welk Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

Created: 2021-11-29