Guest Services Supervisor FT (Administrative)
What's in it for you? Competitive pay based on experience!
We offer membership to our travel club as a benefit to every employee after their first few months. This includes:
- Access to deeply discounted stays at our resorts
- Access to discounted stays at partner resorts and hotels
- Discounts on other travel-related expenses like airfare, car rental and more.
Full time employees can also look forward to a more comprehensive benefit plan including medical, dental, vision, company paid life insurance, 401(k) with company match, ancillary benefits, and much more! Coconut Malorie Resort in Ocean City, Marylandis managed by LaTour Hotels and Resorts, Inc., and as an ESOP (Employee Stock Ownership Plan) company our employees are invested in the company, meaning that when you succeed, you're working towards both the company's future and your own.
POSITION SUMMARY
The Guest Service Supervisor (GSS) ensures the Front Desk runs smoothly on a day to day basis and supports the team in resolving any escalated issues as needed. The GSS provides leadership to all guest services staff and motivates the team to create a positive and productive work environment. The GSS will also work with the team to establish a positive rapport with guests and will provide excellent guest service, ensuring that guests feel welcome, that their needs are met, and that their questions are resolved quickly and appropriately.
ESSENTIAL FUNCTIONS
The Guest Service Supervisor:
- Greets guests warmly and efficiently facilitates their check-in and check-out process.
- Ensures that welcome and departure calls are being placed in accordance with company standards.
- Anticipates guests needs and resolves their questions or refers them to the appropriate person for resolution.
- Monitors all Pre Arrivals 2 weeks in advance to ensure any special requests are met.
- Consistently answers all phone calls, voicemails, and emails in a positive and efficient manner.
- Ensures that guest services staff complete all shift checklists accurately and that they are submitted to him/her and/or placed in the GM mailbox by the end of their shift.
- Ensures that department and company SOP's are being adhered to.
- Communicates daily with other departments to include housekeeping, kitchen, and maintenance staff, on the status of all rooms and guests needs.
- Reviews the communication log daily for pass-along information from previous shifts and ensures staff communication runs smoothly and efficiently.
- Audits the cash drawer(s) by verifying the correct denomination is present and immediately reports any discrepancies to the GM. Maintains a log of all cash drawer counts by date and employee.
- Maintains a neat, clean, and organized environment.
- Reviews the Guest Call Log and ensures that all QMS maintenance tickets are being entered into the system with the correct information, in a timely manner and that all call backs are being completed in the required time frame.
- Verifies that the Front Desk is kept in adequate supply of all necessary items and that items are ordered if necessary.
- Follows up on all No Show reservations to see if the guests will be arriving late.
- Ensures that all 3rd party website reservations are being pulled and reserved in the correct way. Also that billing is set up properly.
OTHER FUNCTIONS
The Guest Service Supervisor may also:
- Maintain and assist in creation of the Guest Services Schedule
- Train and provide coaching to Guest Services employees.
- Perform concierge duties.
- Maintain and manage Group reservations to include Golf Packages, Reunions, Weddings etc.
- Be responsible for delegating tasks and special projects to employees and following up on status and completion of these items to both the Guest Service Manager and Resort Management.
- Assist the FOM in Inventory and Rate Management
- Perform all other functions of a Guest Service Representative to ensure proper operation of the front desk at all times.
POSITION QUALIFICATIONS/REQUIREMENTS
Education/Credentials
This position requires a high school diploma or GED.
Experience
Customer Service experience and or Supervisory experience is preferred, but not required.
LHRs Core Competencies
Accountability: Ability to accept responsibility and account for his/her actions.
Adaptability: Ability to adapt to change in the workplace.
Customer oriented: Ability to take care of the customers needs while following company procedures.
Enthusiastic: Ability to bring energy to the performance of a task.
Ethical: Ability to demonstrate conduct conforming to a set of values and accepted standards.
Honesty/Integrity: Ability to be truthful and be seen as credible in the workplace.
Interpersonal: Ability to get along well with a variety of personalities and individuals.
Responsible: Ability to be held accountable or answerable for ones conduct.
Safety awareness: Ability to identify and correct conditions that affect employee safety.
Tolerance: Ability to work successfully with a variety of people without making judgments.
Knowledge & Skills
Accuracy: Ability to perform all duties accurately and thoroughly.
Friendliness: Ability to exhibit a cheerful demeanor toward others.
Intiative: Ability to make decisions or take actions to solve a problem or reach a goal.
Leadership: Ability to influence other to perform their jobs effectively and to be responsible for making decisions. Also to lead by example.
Oral Communication: Ability to communicate effectively in a positive manner with others using the spoken English word to both internal and external guests.
Reliability: The trait of being dependable and trustworthy.
Other Requirements
PHYSICAL REQUIREMENTS
N (Not Applicable)
Activity is not applicable to this occupation.
O (Occasionally)
Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)
F (Frequently)
Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)
C (Constantly)
Occupation requires this activity more than 66% of the time (5.5+ hrs/day)
Physical Demands
Lift/Carry
Stand
C
Walk
C
Sit
O
Handling / Fingering
C
Reach Outward
C
Reach Above Shoulder
O
Climb
O
Crawl
O
Squat or Kneel
O
Bend
C
10 lbs. or less
O
11-20 lbs.
O
21-50 lbs.
O
51-100 lbs
N
Over 100 lbs
N
Push/Pull
12 lbs or less
O
13-25 lbs
O
26-40 lbs
O
41-100 lbs
N
WORK ENVIRONMENT
The GSS works in a typical office setting, with many distractions. This position may be scheduled for any shift, including weekends and holidays.
