Guest Service Supervisor

We are searching for a results-driven leader with a proven record of excellence in guest services and front office supervision at a resort or hotel. Our new teammate will not only have experience in guest services but will also have a “hands-on” mentality to ensure that all guests’ visits meet or exceed the guest’s expectations.

Overview

The Guest Services Supervisor shares in the responsibility for managing the resort, with primary responsibility for the successful operation of Front Desk. He or she is to exemplify our commitment to guest service, successful sales operation and profitability with passion, honesty, respect, and pride.

Achieve Our Core Goals

• Be an active member of our Guest Services/Sales team.
• Meet or exceed our monthly, quarterly, and annual goals for Net Promoter Scores.
• Share responsibility for building ever-stronger relationships with our rental property owners and guests.

Responsibilities

· Adopt our “Servant Leader” style of supervision.

· Assist the Manager to Recruit, hire, train, schedule, supervise, motivate, and manage, evaluate and discipline team members in accord with the Company’s Human Resources Policy Manual.

• Dedicate yourself and encourage others to provide professional yet personal service that meets or exceeds guest expectations and leads to repeat and referral business.
• Effectively promote, sell, and act as host/hostess to guests and owners providing accurate information on accommodations, food and beverage services, special events and recreational activities.
• Assist in Managing the front desk process making sure pre-arrival, arrival, and departure, payment procedures are being followed in an accurate and timely fashion. Also, carry out the Company’s policies on collections when necessary.
• Maintain adequate inventory of lobby coffee station, front desk guest deliverables, including but not limited to, key cards, maps, current bulletins, resort operation information and package meal coupons.
• Assist in managing the in-house process to ensure accuracy with individually owned and company owned units, including but not limited to, guest and owner records, guest and owner occupancy, and unit access and availability.
• Provide thorough, accurate and timely reports to the Officers, Senior Managers, Managers and Sales Team Members on the prescribed forms on a daily, weekly, quarterly, and annual basis. Reports will include, but not be limited to, weekly forecasts, package reports, arrival and departure, and occupancy reports.

Guest Services Supervisor, continued

• Maintain the cleanliness and “like-new” condition of all company property.
• Assist in preparing and updating any manuals used at the Front Desk for training, operating procedures, and the like.
• Obtain necessary skills for proficient use of software including, but not limited to, Resort Data Processing (RDP), Microsoft Outlook, Word, Excel, Abacus, Unifocus, Track and Saflok.
• Perform any other task or duty assigned by a superior.

Qualifications

• Strong interpersonal skills and a neat physical appearance.
• Strong hospitality background with a proven record for exceeding goals, 2 years minimum.
• Experience with recruiting, training and team building.
• Ability to schedule, supervise and report on work to demonstrate the most efficient utilization of labor and productivity.
• Has a passion for exceeding guest expectations.
• Associates’ degree preferred, with a focus in business, management, hospitality of a related field.

Status

• Title: Guest Services Supervisor
• Job Category: Supervisor
• Job Classification: Full Time
• Compensation: Hourly plus incentives
• Reports to: Guest Services Manager

Job Type: Full-time

Pay: From $17.50 per hour

Benefits:

• 401(k)
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement

Schedule:

• Weekends as needed

Ability to Commute:

• Glen Arbor, MI 49636 (Required)

Ability to Relocate:

• Glen Arbor, MI 49636: Relocate before starting work (Required)

Work Location: In person

Salary : $18