Guest Services Supervisor

BLACKBERRY FARM•Cashiers, NC

2d•Onsite

About The Position

The Guest Services Supervisor is responsible for serving as a leader to the Guest Services Team overseeing the daily operations. Must have the flexibility to work weekends and holidays.

Requirements

Must have a valid driver’s license
Must have excellent written and verbal communication skills
Must be open to and receptive to others’ needs and ideas
Must be able to communicate effectively with guests, managers, and team members
Basic knowledge and understanding of math
Must be able to remain calm under pressure
Must be able to exercise judgment and make decisions based on job knowledge and awareness of company goals
The job entails frequently lifting luggage and other guest requests such as trays and packages
Must be able to lift up to 50 Lbs.
Must be able to stand for long periods
Must be able to safely operate a company vehicle or golf cart
Must be able to work outdoors in all weather conditions
Oversees 20 guest service team members
2-3 years of Hospitality or Customer Service experience

Nice To Haves

Bachelor’s Degree recommended

Responsibilities

Strong self-motivator and ability to motivate others
Leads by example builds trust and creates a fun, exciting, focused team
Ability to organize and develop consistent operating procedures
Review daily traces, Opera reports and to determine guest satisfaction
Leading Guest Service team including the podium team members
Maintaining uniform and etiquette standards
Daily rounds of property
Manage arrival/departure with “Brain”
Develops Guest Service team with daily coaching and counseling
Debriefs Guest Service team with upcoming events and changes
Ability to effectively communicate accurate information to guests and other team members
Ensure that meeting rooms are set for group use
Complete daily rounds to ensure a quality appearance
Supervises transportation as needed
Researches pre-arrival guests to gain information and insight into ways we can WOW
Make the preliminary schedule for their team based on arrivals and departures and present it to the AM Manager for approval and final send out
Actively work in their role at an elevated level aiming to make direct goals for their team to improve GSI month over month – leading by example
Works with the MOD to develop team members and general etiquette
Training: Helps with the creation and maintenance of training materials and SOPs
Establishes a training program to include quizzes and status updates to monitor training progress
Oversees the training of new team members within their department
Facilitates cross-training for a team within Lodging and with F&B/HK
Engages in guest recovery and solutions for GAP guests with MOD
Must comply with all company policies and procedures.
To perform the essential functions of this position regular and consistent attendance is required.
Must be able to work well with other Team Members and managers and interact with our guests.