Guest Services Supervisor

POSITION SUMMARY: The Guest Services Supervisor is responsible for partnering with the Guest Services Manager and other members of the leadership team to guide the daily operations of the department, including the front desk, concierge desk, and reservations department. As a customer service leader, the Guest Services Supervisor will demonstrate exemplary customer service practices, will ensure team members are trained and prepared to meet guest expectations, and will ensure that policies and procedures are followed.

SUPERVISORY RESPONSIBILITIES: Supervises seasonal and year-round staff

ESSENTIAL FUNCTIONS:

1. Ensures the daily functions of the Guest Services Department are accomplished by staff who adhere to all operational policies and procedures.

2. Assists in the training and coaching of Guest Services staff who will work as a team to meet/exceed customer quality expectations.

3. Maintains knowledge of current rates, accommodations, and activities in order to provide accurate and timely information to members and guests.

4. Receives, records and inputs membership and other in-house transactions, using the hospitality software.

5. Checks guests in and out using hospitality software.

6. Ensures the timely and efficient resolution of guest issues and complaints, in order to maintain a high level of guest satisfaction and service quality.

7. Inputs conference group rooming lists, ensuring the proper rates are charged.

8. Maintains and balances the cash drawer at the end of each shift; signs off on accuracy of staff members’ cash counts.

9. Provides support to the Reservations Department, including telephone operator; makes reservations, takes payments, calls/e-mails guests, processes forms, etc.

10. Works collaboratively with other departments to ensure an excellent guest experience.

11. Performs and ensures that all Guest Services duties have been completed, per the daily routine and a shut-down procedure checklist.

12. Identifies opportunities to improve services to prevent guest complaints.

13. As a 24-hour operation, may be required to work weekends, evenings, night shifts, and/or holidays to provide service to members, guests, and program participants.

14. Performs other duties, as requested.

• 
  A high school diploma or equivalent is required.
• Must have 1-2 years’ experience as a Front Desk/Concierge Clerk, including experience in cash handling procedures.
• Previous supervisory experience is preferred.
• Basic accounting knowledge and proficiency in handling money and keeping records; organizational and multi-tasking skills are essential.
• Strong verbal, written, and customer service skills are required.
• The equivalent combination of education, training and related customer service experience may be considered.
• Must be able to establish and maintain effective working relationships with staff, co-workers, guests, members and others on campus.
• Proficiency in basic computer operation, including MS Office Suite product; ability to learn and use hospitality software.
• Knowledge of the Silver Bay area is considered a plus.
• Must be able to work weekends.

PHYSICAL REQUIREMENTS: This position requires the ability to stand for prolonged periods of time. Other physical requirements may include walking, sitting, reaching, kneeling, and the ability to lift up to 15 pounds.