Supervisor - Guest Services

The guest service supervisor supervises and trains guest service staff to have a high standard for guest delivery and efficient communication between all service staff. They ensure all guests are assisted with any complaints or service issues. As a supervisor, they must ensure that all forms and documents/printing going are accurate at all times and approved by the General Manager.

Duties/Responsibilities:

• Monitor reservations made and house count 

• Monitor status of guest accounts

• Update information in the computer systems as needed (i.e., post charges)

• Answer all complaints and concerns that occur during shifts 

• Complete other duties as assigned by supervisor to include cross training. 

• Verify all shift work and deposits 

• Assist in the training and development of new Front Desk Clerks

• Check guests in and out

• Call other resorts in area for room status 

• Run reports and complete them, i.e., high balance, cash basis, etc. 

• Authorize credit cards and checks

• Report all unsafe conditions immediately  

Required Skills:

• Proficient oral and written communication skills

• Effective interpersonal and customer service skills

• Outstanding sales and customer service skills

• Well organized and attentive to detail

• Strong analytical and critical thinking skills

• Initiative to prioritize tasks 

• Demonstrated proficiency in use of Front Office Operating Systems

• Prior cash handling experience

Required Abilities:

• Function well in a high-paced and at times stressful environment

• Communicate effectively with the public and other employees  

• Remain calm and diffuse or deescalate heated conversations/situations with guests  

Education and Experience:

• Prior cash handling experience necessary. 

• High School graduate or G.E.D. equivalent. 

• Ability to communicate effectively with the public and other employees. 

• Read, write, and speak English fluently. 

• Six months Front Desk experience. 

• Computer experience preferred. 

• Seventh/eighth grade math skills required

Physical Requirements:

• Extended periods of sitting at a desk and working on a computer

• Prolonged periods of standing

• Communicating with guests through long engaging conversations and for lengthy periods of time