Definition: To supervise the front desk, housekeeping, maintenance and laundry associates and to ensure that they are adhering to all lodge policies, procedures and standards to ensure that the above-mentioned areas are always working in a professional manner.

General Duties:

• Responsible for handling all HSBR associates requests and resolving any complaints.
• Manage the front desk, housekeeping, laundry, and maintenance team.
• Greet and welcome HSBR associates the lodge.
• Document and escalate concerns and issues to management, as necessary.
• Handle calls and assist with HSBR associates requests.
• Monitor appearance and behavior of staff. Ensure compliance with grooming standards. Model compliance with grooming standards.
• Know emergency notification procedures and act promptly in emergency situations.
• Supervise the overall areas of the property inside and outside

Employment Standards:

• High school diploma or GED and one or more years of customer relations experience required.
• Bi-lingual in Spanish preferred.
• Supervisory and process management skills to coordinate staff, scheduling, and services.
• Business acumen to work with third party vendors and coordinate services.
• Knowledge of concierge services, resident and guest relations and best practices.
• Customer service skills and attention to detail.
• Skill and ability to communicate clearly and concisely verbally and in writing.
• Adaptability to change and flexibility to reprioritize tasks accordingly.
• Knowledge and skills to handle and organize multiple tasks, prioritize, and meet deadlines.
• General computer skills with Microsoft Office applications (Word, Outlook, etc.).
• Skill and ability to work independently and as part of a team.

Physical & Mental Requirements:

• Able to talk and hear.
• Able to walk; use hands to finger, handle or feel; and reach with hands and arms.
  • Able to stand for extended periods of time.
  • Able to use hands to finger, handle or feel; reach with hands and arms; and talk or hear.
  • Able to occasionally lift office products and supplies up to 20 pounds.
  • Able to use standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)