Front Desk Supervisor

The Kessler Collection: Inspiring Places, Intuitive Service, Exuberant Guests!

Believing that people want to be entertained, have fun and be comfortable when they stay at a hotel on business or for pleasure, Richard C. Kessler developed his vision for highly themed hotels in the early 1990's. Through the use of distinctive architecture, stylish interior design, rare art and music, Kessler Collection guests are treated to unique hotel experiences. While themes may vary, our service does not.

Gracious hospitality from the intuitive nature, dedication and teamwork of our employees, whom we fondly refer to as Grand Performers, creates even more reasons for guests to return again and again. We seek the best of the best and look for enthusiastic professionals whom are eager to deliver outstanding service to our guests.

Open Position: Front Desk Supervisor, The Castle Orlando Resort

Location: Orlando, FL
Learn more: http://www.youtube.com/watch?v=eMfZ08OMMVM

*To view a full Job Description for this position, please see the official posting at www.kesslercareers.com
The Kessler Collection currently includes 11 boutique and luxury hotels, located in locations such as: Orlando, FL; St. Augustine, FL; Delray Beach, FL; Savannah, GA; Beaver Creek, CO; Taos, NM; Asheville, NC; DeBeque, CO and coming soon to St. Petersburg, FL, and Atlanta, GA.

A career opportunity with The Kessler Collection offers competitive wages and benefits such as:
*A vast range of health and dental insurance options
*Generous paid time off
*Frequent training and personal development programs
*Employee discounts at all Kessler properties, restaurants and art galleries
If you think you have what it takes to be a Grand Performer, please visit our list of career opportunities. Open positions are updated frequently and can be accessed by visiting our website: http://www.kesslercareers.com.

All applicants MUST complete the on-line application process at www.kesslercareers.com before we will consider them as an active candidate for the position.

Summary:

This position is primarily responsible for planning, directing, or coordinating activities of an organization or department that provides lodging and other accommodations by performing the following duties personally or though subordinate supervisors and staff members.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Core duties and responsibilities include the following. Other duties may be assigned.
• Greets and registers guests.
• Answers inquiries pertaining to hotel policies and services, and resolves occupants' complaints.
• Assigns duties to workers, and schedules shifts.
• Coordinates front-office activities of hotels or motels, and resolves problems.
• Confers and cooperates with other managers and ensures coordination of hotel activities.
• Manages and maintains temporary or permanent lodging facilities.
• Observes and monitors staff performance and ensures efficient operations and adherence to facility's policies and procedures.
• Trains staff members.

SUPERVISORY RESPONSIBILITIES:                                                     

Directly supervises employees in the Front Desk Department carrying out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

COMPETENCIES:                                                   

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
• Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services; Continually works to improve supervisory skills.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Diversity - Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

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:                                                   

Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

COMPUTER SKILLS:                                             

To perform this job successfully, an individual should have knowledge of Contact Management systems; Database software;  Internet software;  Project Management software; Spreadsheet software and Word Processing software.

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.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 25 pounds.