Provide supervisory assistance, support and job knowledge to the various front office positions. • Supervise day-to-day activities of the front desk clerks and rack clerks • Perform pre-shift briefings for all front desk personnel • Handle any guest complaints/problems • Assist with group and VIP arrivals/departures • Review and make recommendations regarding scheduling • Act as the liaison between the other front office departments regarding requests for service from the hotel guests • Monitor rooms available and the placement of guests • Recommend and assist with the implementation of policies and procedures • Adhere to Payment Card Industry Security Standards (PCI Compliance) • Maintain established procedures of the front desk • Monitor clerk overages and shortages • Train new and existing front desk clerks • Assist guest services area when required • Answer phone calls as well as IVY requests in a timely manner, inputting work orders into Maximo for engineering and housekeeping requests • Monitor upsells through LUXE for agents • Assist with front desk kiosks to make sure they are working correctly • Ensure area is neat and fully stocked at the end of shift • Perform periodic reviews and counseling of employees as needed • Achieve daily maximum occupancy levels • Exemplify our core values, family style service, our mission and vision • Exemplify our DEI (diversity, equity, inclusion) culture • Perform other job-related duties as assigned • Excellent communication skills with the ability to read, write, and communicate verbally in English • Ability to perform basic math functions; use ten-key and computer equipment; supervise and guide staff towards daily goals and objectives; maintain effective working relationships with staff; deal effectively with the public; work flexible hours • Decision-making skills • Understand and comply with all company and departmental rules, regulations, policies and procedures • High School diploma or equivalent ADDITIONAL REQUIREMENTS • Must be able to respond to visual and aural cues • Must have manual dexterity to operate all office equipment • Must be able to maneuver around office and property • Must be able to lift and carry up to 30 pounds • Must be able to bend, crouch, kneel, twist and work at a desk/counter when performing functions of the job • Office environment may include variable temperature and lighting levels GUEST SERVICE (INTERNAL/EXTERNAL) STANDARDS: Employee is required to meet and deliver our core values, service standards, and family style service. PERFORMANCE REQUIREMENTS: Must have the ability to provide internal/ external guests with service excellence, have excellent communication skills and observation skills, and have an easygoing demeanor to ensure a fun and safe environment for our guests. Above average speech – both speaking and reading/writing English. Need excellent interpersonal skills. Work requires schedule flexibility which may include days off, nights, weekends, holidays, and overtime as needed.