Guest Services Supervisor

The Guest Services Supervisor position is a cross-trained role with oversight and responsibility extending to both Reservations and Front Desk departments. The basic function of the Guest Services Supervisor is to ensure that all reservations, front desk and guest services agents create the initial personal, positive impression for resort guests.

The primary responsibilities and duties of this position consist of, but are not limited to, the following :

• Perform all requisite job duties of both Front Desk and Reservations Agent positions to an exemplary level.
• Become a systems and subject matter expert in both Front Desk and Reservations departments. This includes, but is not limited to, attaining fluency in current PMS, POS, CMMS, and guest engagement platforms.
• Create the highest customer satisfaction possible by insuring prompt, friendly, quality, and knowledgeable service when speaking and providing services to our guests.
• Working with Reservations and Front Desk Managers to develop and coordinate the training, hiring and operational strategies for the reservations and front desk areas and to achieve the areas stated goals and objectives.
• Audit all reservations taken on your shift.
• Audit daily arrivals ensuring express check-in envelopes are completed, room requests are met and virtual CCs have been processed (as applicable). Verify early check-in / late checkout list is accurate and confirm with housekeeping.
• Follow budgetary and staffing guidelines to ensure goals are met. Cut staff as necessary to maintain optimal efficiency. Add staff at the discretion of management. No staffing changes should come at the expense of superior customer service.
• Become adept and empowered at handling customer complaints and criticisms and sincerely work to address issues to the guest's satisfaction within company guidelines.
• Maintain a well-groomed, professional appearance appropriate for the position and the situation.
• Conduct all dealings on behalf of this company and in their personal lives with the highest ethical standards and moral integrity.
• Safeguard and protect all company assets in his or her care.
• Drive guest first philosophy as outlined by CVR executive team and ownership. Strive to lead by example. Work side by side with new and senior employees on a daily basis to ensure SOPs and established practices are consistently followed. (10-5 rule, etc.)
• Assist in development and implementation of training programs based on CVR service commitment and brand standards. Incorporate Wyndham tools available in Wyndham Community. Make sure all new staff is given extensive and ongoing training. Review with the trainers constantly to help ensure they are keeping to the guidelines and that new hires are adapting well.
• Assist department leadership in the completion of annual performance evaluations of guest services staff.
• Assist with tax exempt processing and filing as outlined by departmental SOPs and ensure compliance with relevant state statutes.
• Ensure compliance with established SOPs related to credit card authorization form verification, processing and filing.
• Assist in collection on delinquent accounts, managing COBD report, recommendations for write-off.

Educational Requirements :

Required - High School Diploma

Preferred - Bachelors Degree in Hospitality

Experience Required :

Required - 1 years experience working in related field, or management experience.

Preferred - 1 years experience plus a Bachelors Degree in Hospitality.

Skills, Knowledge and Abilities :

The ability to work with other people effectively and with other staff positions is important. Must be detail oriented. Must be able to train and motivate others while clearly defining objectives. Must be able to think creatively regarding the needs of the resort to solve problems or seize opportunities as they occur. The knowledge of training methods and procedures and the ability to implement them is essential. Must always express a good attitude toward the job as well as the customers. Must always be polite, engaged, and motivated to act with the guest's best interests in mind.

Physical Requirements :

Must be able to lift 25 lbs.

Body Positions :

Sitting, standing for at least an 8 hour shift or more.

Body Senses :

Must have full use of eyes and ears, full power of speech.

Body Movements :

Walking, turning head and torso, bending arms, wrists and fingers.

Mental Requirements :

Mathematics : Must be able to do routine math calculations. Must have the ability to help with budgets and interpret financial operating statements.

Language : Must be able to communicate in English, both verbally and in writing, well enough to give instructions, relay information, and carry on effective interchange with customers, vendors, and company staff.