TENNESSEE STATE PARKS FRONT DESK SUPERVISOR -04092024-56811

Education and Experience: Education equivalent to High school diploma or experience plus 2 years experience in a guest services role, preferably as a hotel front desk associate.

Substitution of Education for Experience: A 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Substitution of Experience for Education: Substitution of Experience for Education: One year of customer service experience may be substituted for the required education on a year-for-year basis

1. Responsibility for administration and supervision of the Front Desk department in a Tennessee State Park. Employees in this classification are responsible for the successful operation of the Front Desk department and ensuring that their staff meet all established performance and customer service guidelines. This classification may act as the person-in-charge in absence of a manager.
2. Manages lodging accommodations using approved property management system (PMS) point-of-sale system and cabin accommodations through Itinio or approved point-of-sale system.
3. Perform front desk associate and night auditor duties as required by staffing levels and business demand.
4. Oversee and provides customer service to guests by operating a front desk in a Tennessee State Park by performing the following duties: Confirm and manage guest reservations, greets guests, assigns rooms, track room availability and occupancy, managing and routing inbound calls, and other customer service responsibilities as needed.
5. Works with the Sales department to maximize revenue.
6. Responsible for managing the Lodge retail area during shifts, including stocking inventory, managing guest transactions, and visually observing the retail sales area to prevent theft.
7. Maintains a complete knowledge of Tennessee State Park and Lodge features/services, hours of operations, room rates, special packages and promotions, local area knowledge, daily house count and expected arrivals/departures, and schedules daily group activities.
8. Assists leadership with regular updates to the competitive set rate market analysis, which monitors and updates local competitive set rate positioning for rooms. Inform the front desk staff about rate structure and daily sales strategy.
9. Manages rate discounting procedures and policies; engages with senior management for discounting levels above threshold
10. Assist in the preparation of group folios and revises any errors in billing.
11. Ensure guest satisfaction by successfully resolving disputes and guest complaints, ensuring staff perform all functions for guest service, and appropriately communicating with upset guests who are dissatisfied with the products and services they received.
12. Manages financial resources by reviewing cost per occupied room to make educated purchasing decisions and appropriately staffing department based on occupancy.
13. Identify payment methods, post charges, and collect payments for services and products purchased by guests to ensure all bills are settled before checkout.
14. Supervises and evaluates subordinate employees in their job performance. Prepares shift schedules for front desk employee based on projected occupancy levels to best manage overtime.
15. Assists with training of the front desk staff to successfully perform front office operations, revenue management, central reservations procedures and selling techniques.
16. Protects the States financial assets by properly administering policies and procedures for all financial transactions. Properly administers State policies and procedures for protecting the safety of the guest and employees. Maintains confidentiality of guest information and follows proper protocol to secure and protect pertinent data.

Competencies:

1. Approachability
2. Career Ambition
3. Composure
4. Conflict Management
5. Customer Focus
6. Developing Direct Reports and Others
7. Hiring and Staffing
8. Integrity and Trust
9. Listening
10. Motivating Others
11. Problem Solving
12. Time Management
13. Understanding Others
14. Patience

Knowledge:

1. Sales and Marketing
2. Mathematics
3. English Language
4. Customer and Personal Service
5. Clerical
6. Administration and Management

Skills:

1. Writing
2. Time Management
3. Speaking
4. Social Perceptiveness
5. Service Orientation
6. Reading Comprehension
7. Mathematics
8. Complex Problem Solving
9. Active Listening
10. Instructing
11. Management of Financial Resources

Abilities:

1. Auditory Attention
2. Deductive Reasoning
3. Mathematical Reasoning
4. Memorization
5. Oral Comprehension
6. Oral Expression
7. Speech Clarity
8. Stamina
9. Time Sharing
10. Trunk Strength
11. Written Comprehension
12. Written Expression