Guest Services Supervisor

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SUMMARY: Guest Services Supervisors work among and manage day to day activities by the staff they are scheduled with providing training, support, and guidance for all associate level positons for the duration of their scheduled shift(s). Supervisors also must be able to manage business levels making sound decisions regarding break periods, delegations, guest complaints/service recovery, and delegations received from department managers. Guest Services Supervisors are expected to be capable of performing any and all functions of a Guest Service Associate or Resort Attendant.

ESSENTIAL DUTIES AND RESPONSIBILITIES: This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

• Guest Assistance by phone or in-person
• Check-ins
• Check-outs
• Payment collection
• Distribution of service calls to internal support departments as reported
• Sell add-on services or goods to guests
• Initial Service Recovery efforts as part of complaint resolution
• PBX operation
• Stocking supplies
• Cleaning work area
• Checking credit card transaction balances in the property management system and comparing those numbers to the merchant processor for accuracy
• Correcting transaction errors that have occurred within either the property management system or merchant processor
• Supervising team member activities
• Oversight on front desk operations
• Assisting associates with their guests to ensure front desk activity is a seamless and enjoyable part of a guest’s experience.
• All other duties assigned by management

SUPERVISORY RESPONSIBILITIES: Directly supervises employees under the direction of the Department Manager. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and assisting in disciplining employees; addressing complaints and resolving problems.

EDUCATION and/or EXPERIENCE: (Level 3) High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS: (Level 4) Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of guests, managers, executives and other employees of the organization.

MATHEMATICAL SKILLS: (Level 3) Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY: (Level 4) Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

QUALIFICATIONS:

• Strong leadership skills and ability to motivate people.
• Requires good negotiation and listening skills.
• Ability to act independently with little supervision.
• Skilled in problem solving and staff training.
• Efficiently handle multiple duties.
• Requires the ability to operate various office equipment to include a computer, word processing, spreadsheets, voice mail, copier, fax and calculator.
• Requires a good understanding of company policies and procedures.
• Working knowledge of resort amenities, room designs, and general golf knowledge.
• Ability to handle stressful situations
• Good attendance and punctual.
• Exhibits professionalism.
• Exhibits good grooming habits.
• Wears the proper uniform.
• Works efficiently.
• Follows all resort and office policies and standard operating procedures
• Conducts themselves in a professional manner with a positive attitude.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Activities:

• While performing the duties of this job, the employee is required to:
• Frequently stand, walk, use hands to finger, handle or feel, talk or hear
• Occasionally sit

Lifting Activities:

• While performing the duties of this job, the employee is required to:
• Occasionally lift up to 25 pounds

Vision Requirements: Close Vision and Peripheral Vision

WORK ENVIRONMENT:

• Occasionally exposed to wet or humid conditions (non-weather) and work in outdoor weather conditions

Noise Levels: Moderate