Supervisor - Front Office

Summary :

Managing the Front Desk Operations to achieve Member / Guest satisfaction, service excellence and compliance with ORC policies and procedures while meeting / exceeding financial goals. Position is responsible for the short term planning and day-to-day operations of the Front Desk.

Essential Duties and Responsibilities :

In addition to the following duties and responsibilities, other duties may be assigned :

• Implement ORC programs and manage the daily operations of the Front Office to ensure compliance with SOPs and to ensure an optimal level of quality service and hospitality are provided to the Club Members and Guests.
• Respond to member / guest questions regarding the Club, while providing accurate information on club services, activities, and locations. Follow-up on all opportunities, challenges a member / guest may experience in a timely and professional fashion to ensure a quality guest experience.
• Resolve Member / Guest concerns and complaints; anticipate needs by reviewing and monitoring complaints, operational issues, and business flow and associate. Follow-up by ensuring immediate documentation of member and guest service recovery.
• Work alongside Front Desk Agents. Supervise associates and work load during shift. Ensure special assignments by a Manager or Director are completed in a professional, accurate and timely fashion.
• Ability to perform job duties of the Front Desk Agent, Front Desk Night Agent, PBX Agent, and Reservation Agent positions accurately. Accurately completing accounting functions as needed.
• Run accurate room status reports in a timely manner and relay necessary information to affected departments and individuals. Ensure room assignments and special requests are handled.
• Update daily group information; maintain and be familiar with future group files. Monitor and prepare group requirements and relay necessary information to affected departments and individuals.
• Assist the Front Office Manager with tasks and carry them out accurately and in a timely manner with little instruction needed. Perform the Manager on Duty functions as assigned.
• Above all the ability to accomplish all of the above while maintaining a cheerful, helpful, professional and service oriented attitude towards all members’ guests and associates at Ocean Reef Club.

Qualifications :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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 :

An Associate degree in Hospitality / Tourism, from an accredited institution and / or a minimum of three years of management experience in the Front Office of a large private club, hotel and / or resort is required.

Language :

Must be able to comprehend the English language in order to communicate with co-workers, members and guests and fully understand job assignments.

Reasoning Ability :

Must have a high level of patience to work in a fast-paced environment, while maintaining a sense of order.

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Sample physical requirements might include :

Work Environment :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Sample work conditions might be :

Attendance, Appearance and Conduct :

Regular attendance in conformance with the standards, which may be established by Ocean Reef Club from time to time, is essential to the successful performance of this position. Associates with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry and report deadlines, associate may be required to work varying schedules to meet the business needs of the Club and report deadlines.

Proper grooming is required by all associates and is described in detail in the Associates Handbook. Associates should review this policy and make sure that at all times they present themselves for shifts looking clean, neat and professional.

As a condition of employment, all associates agree to fully comply with Ocean Reef Club rules and regulations for the safe and efficient operation of Club facilities. Associates who violate Club rules and regulations will be subject to disciplinary action, up to and including termination of employment. If you have any questions or doubts you should seek clarification from your supervisor.

Job descriptions are not intended and should not be construed to be exhaustive lists of all responsibilities, skills, efforts or working conditions associated with a job. While this job description is intended to be an accurate reflection of the requirements of the job, management must reserve the right to add or remove duties from particular jobs when circumstances (e.g. emergencies, change is workload, rush jobs or technological developments) dictate.

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