Guest Services Supervisor

Description

 The Guest Services Supervisor is a key leader responsible for ensuring exceptional guest experiences and maintaining operational excellence within the resort's guest services department. This role demands a strong hospitality background, effective leadership abilities, and a commitment to upholding the resort's service excellence standards.

This description documents the general nature and level of work. As business needs change, so will the elements of this job, requiring the incumbent to be adaptable and to perform other duties as required.

The incumbent is responsible for modeling and acting in accordance with Ojo Caliente Holdings, Inc. (OCHI) Core Values; Accountability, Authenticity, Diversity, Excellence, Gratitude, Happiness, Integrity, Mindfulness, Respect and Teamwork

Requirements

1. Maintains a comprehensive knowledge of all Guest Services responsibilities.

2. Assist the Guest Services Manager in building and retaining a motivated, competent team by fostering a learning environment that maximizes productivity and professional development.

3. Maintains a calm and positive demeanor when confronted with difficult situations, to set a positive example for team members. 

4. Assists with scheduling and training of Guest Service Agents.

5. Adhere to and enforce operational policies, procedures, and safety/security protocols to ensure a safe and efficient environment for both team members and guests.

6. Follows proper cash handling procedures and accurately complete cash drawer, accounting, cash-out, and close-of-shift procedures.

7. Assists in overseeing the activities of all shift team members. This involves evaluating individual performance as well as fostering overall group cooperation. 

8. Support team members by recognizing successful performance and offering respectful, constructive coaching as needed.

9. Conduct routine walkthroughs to monitor activities, address guest concerns, and identify safety or security issues.

10. Assists with check-in and check-out of guests in a confident, professional, and friendly manner. 

11. Maintain complete knowledge of all resort features/services, room rates and the daily house count.

12. Maintains awareness of any special groups or activities on the property.

13. Maintains a consistent and approachable presence at the front desk. 

14. Exhibit professionalism in appearance, hygiene, and demeanor to project a welcoming image.

15. Responds to inquiries regarding services and room issues; attempt to resolve guest service issues and/or elevate to the Guest Services Manager when necessary.

16. Serves as an informational liaison to other departments by providing updates guest arrivals, departures, and evolving needs.

17. Understands first aid/emergency procedures and be able to direct guests accordingly.

18. Incorporate the resort’s culture of service excellence, mission, and core values into all aspects of job performance.

19. Performs the duties of Concierge, as needed to enhance guest experiences.

Qualifications:

1. Minimum of three years of hospitality experience, preferably in a resort setting.
2. High school diploma or equivalent required; a degree or certificate in hospitality is a plus.
3. Proficient computer skills, including experience with MS Office and property management systems. Knowledge of Agilysys is a plus.
4. Supervisory experience in the hospitality industry is a plus.
5. Reliability, punctuality, and professional communication skills are essential.
6. Ability to remain composed and provide exceptional customer service under pressure.
7. Accurate cash handling skills are required.
8. Highly responsible and reliable with a strong work ethic.
9. Ability to consistently demonstrate common sense and sound judgment in decision-making.
10. Strong team player dedicated to the company’s mission and values.
11. Strong conflict resolution skills with the ability to remain calm and composed when addressing difficult or irate customers.
12. CPR      and first aid certification is a plus; willingness to complete training if not certified.
13. Safety-conscious and attentive at all times.
14. Flexibility to work varied hours, including evenings, weekends, weekdays, and holidays, as required.
15. Physical ability to walk or stand and move around the resort (indoors and outdoors)      for eight or more hours per day; ability to sit, reach, lift, bend, kneel,      stoop, climb stairs, and push/pull items weighing up to 40 pounds.
16. Position requires manual dexterity, auditory and visual acuity, the ability to follow written and oral instructions, and professional verbal communication skills.

This job summary is not intended to be all-inclusive. The employee may be requested to perform other reasonable related duties as assigned by their supervisor or management

INDOSRHP