Overview

Guest Services Supervisors play a key role in overseeing the Guest Services department, supporting the management team, and ensuring exceptional customer service is delivered to our guests. Responsibilities encompass team training, stepping in as the manager on duty when required, executing guest service agent duties, and crafting unforgettable experiences for our guests.

Responsibilities

Guest Service/Front Desk Supervisor responsibilities include, but are not limited to:

• Provide excellent customer service by greeting and interacting with guests professionally and resolving any complaints or inquiries promptly.
• Supervise, train, coach, and schedule front desk staff.
• Manage financial and reservation tasks, including handling chargebacks, managing deposits, and responding to online reservation messages.
• Ensure all front desk responsibilities are completed daily by the team, including active reservations, info emails, reservation comments, balances collected, after-hours procedures, check-ins, check-outs, resolving no shows, preparing packets for arrivals, and any additional tasks.
• Complete administrative tasks such as submitting work orders, maintaining inventory, and preparing reports.
• Block guest rooms and process guest registration and room assignments, accommodating special requests whenever possible.
• Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
• Process accurate check-outs and transactions, including but not limited to cash and credit card payments.
• Verify registration cards against computers to ensure accuracy of name, form of payment, and other pertinent information.
• Inventory guest room keys according to policy and request re-keying as necessary.
• Gather and respond to guest feedback by conducting call-backs to inquire about experiences, completing comment surveys daily, and promptly responding to emails and Booking.com/Expedia messages.
• Provide support in the absence or during periods of heavy volume in other front office areas, and act as Manager on Duty when needed.
• Other duties as assigned.

Qualifications

What are we looking for?

• Prior supervisory experience
• Ability to work a varied schedule, including evening shifts and weekends
• Must have reliable transportation
• Passion for providing exceptional service to guests and team members
• Teamwork and collaboration
• Strong verbal and written communication skills, including the ability to communicate effectively via email and phone with proper etiquette
• Must have a positive attitude while performing tasks
• Proficiency with computers and general office PC applications (i.e. word processing, spreadsheets, databases)
• Must possess solid decision-making skills
• Proven job reliability, diligence, dedication, and attention to detail

What can you look forward to?

All team members enjoy WEEKLY PAY!

Qualifying team members may enjoy the following benefits:

• Medical, Dental, and Vision coverage options

• Paid Time Off

• 401(k) retirement plan with company match 

• Paid Parental Leave (10 weeks)

• Bereavement Leave and Jury Duty Pay

• Life Insurance Benefit

• Health Savings Account, Accident, Personal Cancer Protection, and Short Term Disability

• Employee Assistance Program

• David L. Brittain Scholarship Program

• Local Attraction Discounts

• Associate Referral Program

• Tuition Reimbursement

• Resort Accommodations Discount

WE ARE MORE THAN JUST A WORKPLACE…

We love what we do! As leaders in the area’s hospitality industry, our company is rooted in a strong, caring culture steeped in rich history and respect.

Joining our team means being a part of a flourishing, culturally diverse, and dynamic group of people focused on creating lasting memories. You will find your work rewarding as YOU make the difference to each of our guests. This is a place where friendships blossom and careers soar. As a company, we continue to grow and we hope you will grow with us.

Want to know more? Check out www.brittainresorts.com!

Connect with us! @brittainresorts

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Due to the cyclical nature of the hospitality business, team members may be required to work varying schedules to reflect the business needs of the resort, including weekends and holidays.

We are an Equal Opportunity Employer of all qualified individuals, including minorities, women, veterans & individuals with disabilities. We participate in E-Verify.

Pay Range