Guest Services Supervisor

Basic Function: Supervises daily functions of Guest Services agents

Work Performed:

• Supervise, train and schedule Front Desk staff, ensuring staff-to-occupancy is consistent with budget

• Ensure consistency with proper check-in and check-out procedures by Guest Service Agents

• Ensure proper communication with Housekeeping and other departments

• Address all guest needs and requests; ensure Guest Service Agents are following through

• Review daily checklists to ensure proper documentation, follow through of billing procedures and resort policies

• Review daily emergency reports, log books, trace reports, etc.

• Review room rate reports to ensure any special requests are noted, upgrades are completed and vouchers are attached

• Ensure proper cash procedures are followed and daily shift reports are closed at the Front Desk

• Maintain updated group information on resumes and in group information folders

• Process and maintain all group billing information, group masters, etc. to ensure a 3 day billing turn around

• Check timesheets daily and assist with payroll approval and documentation

• Ensure proper documentation occurs for disciplinary counseling for Guest Service Agents

• Other duties as assigned

Supervision Exercised: Guest Service Agents

Supervision Received: Guest Services Manager

Responsibility & Authority:

• Responsible for daily operations of Front Desk to ensure optimum guest satisfaction and smooth internal accounting

• Supervise and assist with managing guest service operations including scheduling and payroll functions for Guest Services Department

Minimum Requirements:

High school degree or equivalent. Prior guest service experience highly desired. Must have strong organizational skills, excellent written and verbal communication skills and be able to perform and prioritize multiple tasks with ease. Computer skills required. Strong guest and team member relations skills

Physical Requirements:

5% Sitting

90% Walking, standing and bending

Lifting/Carrying up to 25 lbs.

Hearing and manual dexterity

Distance vision 1-3 feet

Ability to drive golf cart as necessary