JOB DESCRIPTION SUMMARY
The Front Desk Supervisor represents SDC Properties, serving as the initial contact for owner’s and guests as
they check in the property. The position is responsible for supervising and participating in Front Desk activities
by providing general information and appropriately directing guests and owner’s incoming telephone calls.
The position provides first class customer service and guest relations, supervises Front Desk Agents, and
provides direction to Security Officers and Evening Maintenance Technicians, as needed. In addition, this
position also acts as the trainer for all new hires at the Front Desk, ensuring complete understanding of the
operational requirements.
DUTIES AND RESPONSIBILITIES:
• Supervise and manage front desk staff to establish and maintain an efficient and accurate front desk
operation.
• In conjunction with the Front Desk Manager, participate in the training, development, and evaluation
of Front Desk staff.
• Participate in and/or provide input in the selection of subordinate staff.
• Manage phone activity including providing general knowledge and information to callers.
• Manage walk-in traffic and respond to guest inquiries.
• Take immediate action on customer service complaints and/or problems that are encountered at the
front desk or other areas of responsibility. Resolve guest complaints within scope of authority;
otherwise refer the matter to management.
• Greet and register guests, provide prompt and courteous service, and close out guest accounts upon
completion of stay to meet SDC’s high standards of quality.
• Create and change reservations in Property Management System (CRMS) as needed.
• Assist front desk staff to prepare all necessary check in and out materials for front desk operation
according to established procedures.
• Maintain and ensure effective cash management operations daily: maintain necessary amounts of
change
• Assist front desk staff in the daily accounting of cash monies and ticket inventory.
• Ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each
work shift.
• Perform cash drops and deposits throughout the day.
• Ensure proper supplies are on hand to perform timely desk operations.
• Coordinate with Maintenance and Housekeeping regarding the completion of requests/work orders
from guests in a timely fashion. Follow-up with guests.
• Become proficient on Property Management System (CRMS) and its necessary reporting functions.
• Assist guests and owners with questions and provide friendly and accurate information about the
greater Williamsburg area.
• Inspect Aquatic Center when time allows ensuring safety, functionality, and appearance.
• Has thorough understanding of Guest Services Agent job descriptions and is able to perform duties
described at any given time.
• Attend weekly meetings with Front Desk Manager and AGM to evaluate performance and objectives of
all guest service operations.
• Keep Front Desk Manager informed of all pending issues and guest/staffing concerns.
• Complete tasks in a friendly, courteous, helpful, timely, and professional manner resulting in a very
high level of guest satisfaction.
• Maintain flexibility in accepting new and changing responsibilities.
• Exhibit a friendly and professional appearance and demeanor to all guests (e.g. smile and make eye
contact, friendly interaction).
• Promote a teamwork environment among staff to attain departmental goals and objectives.
• Follow established policies and procedures (e.g. uniform standards).
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED
• High School Diploma, GED, or relevant equivalent experience.
• Three (3) years Customer experience required.
• Background in hospitality and timeshare industry preferred.
• Knowledge of timeshare operations, vacation ownership, and its exchange companies.
• Knowledge of standard office practices, procedures, routines, and equipment.
• Knowledge of all Microsoft® Office products and proficient in the usage of.
• Knowledge of computers and skilled in the usage of.
• Strong ability to pay close attention to detail and problem solve with effective and prompt resolutions
while using good judgement.
• Strong ability to multi-task using excellent organizational and planning skills, emphasis on detail,
prioritizing tasks and sense of urgency
• Ability to provide and be an advocate of superior customer service to effectively deal with internal and
external guests, some of whom will require levels of patience and tact as well as diplomacy to defuse
anger, collect factual information, and resolve conflict to resolution.
• Ability to assist and support others using tact, patience, and courtesy.
• Ability to exhibit excellent guest relations skills.
• Ability to lead, supervise, and manage subordinate staff.
• Ability to comprehend, interpret, and apply rules and regulations in accordance with established
policies and procedures, remain flexible to change and support changes.
• Ability to communicate effectively, both verbally and in writing.
• Ability to establish and maintain effective working relationships with peers, employees, and
management.
• Ability to accept new and changing responsibilities.
BENEFITS (BASED ON ELIGIBILITY)
- Weekly Pay and Direct Deposit
- Health Insurance (Medical/Vision/Dental)
- Company-Paid Life Insurance
- Paid Time Off (PTO) Program
- Paid Vacation and Holiday Pay
- 401 (K) Retirement Plan with a Company Match (based on eligibility)
- Employee Wellness Programs, including Employee Health Fairs and RALLY.
- Fitness Center Reimbursement
- Ongoing Professional Development Opportunities
- Employee Family & Friends Discounted Stays
- Various Employee Discounts (Local Businesses and National Retailers)
- Employee Recognition and Appreciation Events (Annual Employee Picnic & Holiday Party)
- Company-Supplied Uniforms and Equipment (Applicable Positions)
- Flexible Work Schedules
