Lodging Supervisor

  • Full Time Year Round
  • Bolton Valley, VT
  • This position has been filled

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Job Summary:  The Lodging Supervisor reports directly to the Lodging Manager and assists the operational management of the lodging division which consists of the hotel front desk and housekeeping departments. Additionally, the lodging supervisor is required to perform all of the duties of those positions within the lodging department.

 

Essential Functions: 

1)      Communicate with front desk staff, housekeeping staff and lodging manager to ensure guest satisfaction

2)      Input rates, packages, and group reservations in computer

3)      Complete daily room and condo inspections

4)      Conducts hiring, scheduling, training, supervising, coaching of lodging staff

5)      Order inventory as needed, exercising judgment with cost control

6)      Resolve difficult guest issues

7)      Other duties may apply

 

Performs all duties of Front Desk Clerk and Housekeepers as follows:

1)      Arrive on time as scheduled and adhere to appropriate dress code as stated in employee manual.

2)      Maintain the property in a clean, orderly and sanitary way through the washing, cleaning and care of all public and employee common areas as assigned.

3)      Adhere to guest room and condo cleaning procedures as outlined in the Housekeeping Procedure Manual.

4)      Operate various mechanized and non-mechanized cleaning equipment, such as vacuums, polishers, buffers, mops and brooms, to clean floors, furniture, draperies, etc.

5)      Polish metalwork, such as fixtures and fittings, and wash walls, woodwork, windows, etc.

6)      Dust furniture and equipment.

7)      Comply with property and state and federal safety regulations in handling various cleaning solvents and chemicals.

8)      Participate in weekly trainings to ensure adherence to property cleaning standards.

9)      Report any needed repairs of rooms or common areas to the Lodging Manager as needed.

10)  Collect soiled linens for laundering, and store linen supplies in linen closet.

11)  Transport trash and waste to disposal area.

12)  Replenish supplies, such as drinking glasses, writing supplies, and bathroom items.

13)  Move and arrange furniture, turn mattresses, hang draperies, dust blinds, and polish metalwork to ready hotel facilities for occupancy.

14)  Replace light bulbs as needed.

15)  Arrange decorations, apparatus, or furniture for banquets and social functions.

16)  Clean and remove debris from driveway and garage areas.

17)  Prepare sample rooms for sales meetings and site tours.

18)  Deliver ironing boards, baby cribs, and rollaway beds to guest rooms.

19)  Processes arriving and departing guests

20)  Provides accurate facility information to guests and prospective guests concerning guest room features, property-related amenities, resort offerings, area events and activities, and restaurant and dining options

21)  Efficiently and accurately handles all financial aspects of the front desk including the management of a cash drawer and proper billing and payment procedures.

22)  Reservations responsibilities:

  1. Registers “walk-in” reservations
  2. Processes reservations, cancellations, and changes arriving by mail, telephone, fax, email, or through a central reservations system in a timely, accurate and compliant manner.
  3. Reviews and analyzes each scheduled arrival (rate, date, package, discount review, etc.) for the coming week and coming day, to ensure all details and requests are in order and registration information is available at the front desk.
  4. Presents details on rates and packages, and calculates custom package rates if requested.
  5. Reviews reservations and processes appropriate confirmation letters
  6. Responds daily to email inquiries and oversees all guest correspondence

23)  If working night shift, complete a nightly financial analysis and audit, and completes nightly security rounds to ensure the safety of the property and its guests.

24)  Maintains a Lost and Found system and mails found items when necessary.

25)  Conducts inventory of Front Desk supplies as needed.

26)  Solicits guest feedback both verbally and by utilizing guest comment cards.

NOTE:  All Bolton Valley employees are required to perform alternate functions from time to time, both within and outside of their assigned department, particularly during peak periods such as holiday weekends.

Customer Service Expectations:  The lodging supervisor is expected to be courteous and professional in accordance with Bolton’s commitment to providing superior customer service.

    

Qualifications: 

  • High school diploma, with some prior customer service experience or training.
  • 1-2 years of supervisor experience in a resort environment

Required Knowledge and Skills:

  • Computer skills, RDP
  • Creative problem solving and conflict resolution skills
  • Good written and verbal communication skills
  • Willing to take initiative in training and directing the lodging staff
  • Solid understanding of cleaning, guest expectations and excellent customer service

 

Physical and Mental Demands:  Must help guests with luggage, vacuum lobby, assist in housekeeping, and perform similar physical activity, requiring lifting up to 50 lbs. and pushing/pulling, bending, reaching, and squatting.

 

Work Environment:  Work is performed mostly indoors in a climate controlled environment, but there are frequents requirements to work outside to inspect condominiums, shovel snow or clean exterior common areas.