Reporting to the Front Office & Guest Services Manager and overseeing a daily team of up to 10 front line colleagues, the Guest Services Supervisor (GSS) plays a pivotal role in the overall success of our resort. As the central point for information and communication for our guests and colleagues, the successful candidate will have overall responsibility for the day-to-day operations of the front desk, guest services, and arrival/departure experience. As the heart of any resort the Guest Services Supervisor will be responsible for maximizing our occupancy and revenue potential. The Guest Services Supervisor is a key resource to the resort operation and an active member of the leadership team of the resort.
Duties and Responsibilities Training, Development of team members, ensuring team members are equipped to provide excellent guest service Coordinates the scheduling and labour controls to effectively meet budgeted labour percentages. Seeks out colleague feedback and establishes an “open door” policy to identify and address colleague problems or concerns in a timely manner. Provides exceptional and professional service to our guests and colleagues Ensures the well-being of our guests and team members by being alert to and reporting potential hazards Excellent guest service specifically in arrival experience, guests services and departure experience Responsible for Guest Services cash and float handling Communicates and implements current and new procedures and expectations Responds and follows up to inquiries relating to guest comments and concerns Requirement Note:
Skills, Abilities & Attributes Guest oriented with a sincere, helpful, caring and friendly personality Able to work well with others Able to take initiative within given guidelines Pays precise attention to detail, order and cleanliness Has exceptional energy, flexibility and professionalism Enjoys offering exceptional service and meeting the needs of others Has effective communication skills (verbal, listening, writing) Able to adapt in a fast pace, constant changing environment within a dynamic workschedule Working knowledge of Property Manager and Micros/ DELPHI or related reservations software systems. Comfortable and enjoys managing diverse tasks at the same time Proven ability to organize tasks and priorities effectively with accurate sense of detail. Must be able to evaluate and select among alternative courses of action quickly andaccurately. Work well in stressful, high volume work setting to meet the deadline demands. Must be able to work with and understand financial information and data
Education/Experience Ability to deal with all levels of management and colleagues in a professional manner. Experience in the supervision of personnel: recruitment, training and motivation. Background in the development and execution of operating budgets. Proven ability to manage multi-tasked assignments. Must be hands on in all areas of the Guest Services. University, College or Hospitality Management degree an asset.
As a resort property opened 24 hours a day, 365 days a year, our leaders should not expect a set work schedule. Leaders should anticipate working a rotating schedule, shift work, weekends and travel.