Responsibilities and Duties

• Approach all encounters with guests and team members in a friendly, service-oriented manner.

• Maintain regular attendance in compliance with Callaway standards, as required by scheduling.

• Maintain high standards of personal appearance and grooming which includes appropriate uniform and name tag when working.

• Comply at all times with Callaway standards and regulations to encourage safe and efficient operations.

• Strong customer service background

• Detailed - Oriented

• Greeting guests, assist with requests, and resolve complaints

• Manage the check-in and check-out processes

• Monitor reservations and ensure accurate they are accurate (i.e. Walk-in, No Show, Cancellation)

• Train and supervise Front Desk and CID Hosts

• Implement and enforce hotel policies and procedures, including health and safety regulations.

• Monitor and manage front desk inventory and supplies.

• Reports to Front Office Manager and assist the Front Office Manager with daily reports (i.e. Open Folio, Shift Reports, Cash Reports, OOO)

• Assist Front Office Manager with the guest relocations process

• Able to Perform accounting duties which include posting charges, account settlements and shift closing.

• Respond to guest inquiries through Zingle, HotSos, Booking and Expedia

• Troubleshoot issues and solve crisis (i.e. Outages, walked Guest, Water Main Breaks)

• Available to work weekends and holidays. Open availability required.

• Ensures high levels of guest service at all touch points exceeding brand standard and guest expectations.

• Perform other duties as assigned by supervisor or management.

• Attend all meetings/training as required by supervisor or manager.

Qualifications

Education & Experience:

• High School Diploma or GED, additional certifications is a plus.

• 1-2 years of Proven work experience as a Front Desk Supervisor or a similar role. (Required)

• Proficient in English (oral and written)

• Knowledge of office machines (i.e. fax, printer, copier)

• Experience with hotel reservations software such as Opera Cloud.

• A degree in Hospitality Management or related field is preferred but not mandatory.

• Experience in Resort Management is a plus but not required.

Physical Requirements:

• Able to stand for long periods of time.

• Lift or carry up to 40 pounds.

• Be capable of bending, stooping and reaching.

Mental Requirements:

• Be able to positively motivate and lead a team, conveying information and ideas clearly and effectively so that ownership of high levels of guest service is understood to be the role of each individual team member.

• Be able to evaluate and select among alternative courses of action quickly and accurately

• Be able to work well in high-pressure situations while maintaining composure and objectivity, including the ability to listen carefully to and resolve guest issues to the satisfaction of the affected guests.

• Be able to identify potential guest issues and then develop methodologies to prevent or limit the impact of those guest issues during the course of guest visits.

• Be able to assimilate complex information and data for various sources and consider, adjust or modify to meet the constraints of the particular need.

• Be able to effectively listen to, understand, and clarify concerns and issues raised by team members and guests.

• Be able to work with and understand financial information and data and perform basic math functions.

• Be able to monitor the lobby and work area to determine guest flow.

• Be able to act as the site liaison for the convention services and sales.

• Be able to know and understand all aspects of our business operations.