The Dalles Inn Front Desk Supervisor

We seek an outstanding Guest Service Leader with strong operational skills to support our team in The Dalles, Oregon. The ideal candidate has experience managing front office operations at a hotel, is a proven hands-on operator, and has strong guest and team relationship skills.

You must be comfortable leading and working in all positions in the front office department.

The Front Desk Supervisor delivers the highest service for all our guests and employee associates. Our goal is to make a positive impact on people’s lives.

We believe service begins with how we treat and lead our associates. When our team is confident and thriving, exceptional service is achievable.

The Dalles is renovating and adding amenities over the next six months, including a coffee shop and full restaurant. Right now, if you drive by, we look a bit messy on the outside as construction has started.

But inside, we are fully engaged in the renovation, with continued construction coming soon. In the meantime, we are looking for an individual who can help lead and train the front desk team through the transition and then again as the hotel rebrands.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Leads the team with the belief in an extraordinary guest experience, motivating employees to see this vision, and provide the best possible service.

Supervisory

• Continuously develops and mentors the team to meet and exceed company standards.
• Positively motivates, coaches, and supports team member learning.
• Share performance concerns with the Operations Manager and resources human resources for support and assistance in resolving issues.
• Lead and monitor the reservation process to meet company standards and objectives.
• Maintain a clean and organized workspace.
• Follow operational procedures and deliver on company goals.
• Support in company initiatives in a positive way
• Provide other relief or backup duties as needed at the hotel.

Operational / Cost Control

Ensures that the cost controls set by the company and Operations Manager are followed and proactively sees and suggests opportunities to improve.

This includes labor controls, supplies, etc.

• Reconcile third-party commissions and other administrative duties as assigned by the Operations Manager.
• Monitors monthly inventory on a weekly / monthly basis and accurately orders for the lobby and front desk. Seek approval for ordering and suggest changes to the process for improvement.
• Ensures system source codes, market segments, and guest profile data are accurately recorded.
• Monitors and ensures the Market Source Code on all reservations is being correctly assigned by the front desk staff. Also, make sure the Daily Guest Listing Report is being printed out daily.

Guest Service

• Lead the way in proactively determining guests’ needs and delivering warm and genuine hospitality. Seek opportunities to obtain guest feedback to improve and give kudos.
• Work with the team to promptly respond to and resolve guest requests and issues to meet the company standard and the highest level of service.
• Monitor online reviews. Share guest feedback with the hotel team and Operations Manager. Seek opportunities to celebrate, resolve issues, and prevent their recurrence.

QUALIFICATIONS AND EXPERIENCE

The requirements listed below represent the knowledge, skill, and ability required. Reasonable accommodations may be made to enable persons with disabilities to perform the essential functions of this position.

• A high school diploma or general education degree (GED) and one year of related hospitality or supervisory experience are required.
• Ability to organize multiple projects, manage and prioritize multiple tasks, and meet deadlines.
• Basic knowledge of computers and software, including the ability to use e-mail, word processing, and spreadsheet software.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Ability to compute rates, ratios, and percentages and to draw and interpret bar graphs.

Ability to read and speak English and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence.

Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

• Ability to communicate with guests and team members concisely and clearly positively and professionally.
• Ability to problem solve and work with others to find the best solution.

Physical Requirements

While performing the duties of this job, the employee is regularly required to stand, walk, use hands to finger, handle, or feel objects, tools, or controls, and talk or hear.

The employee is frequently required to reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, crawl, taste, or smell.

The employee must occasionally lift and move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.

VIP Hospitality Group is an equal opportunity employer for Minorities / Female / Disabled / Veterans