Guest Service Supervisor

At Two Bunch Palms, we foster a creative, entrepreneurial and energetic work environment. We value passionate people who love to be challenged and desire the freedom to contribute to the overall success of the organization. Your role will be integral to the success of our company. We strive to create a workplace Culture that values family, work life balance and community. We help develop our associates and provide support for them to grow their careers within the company. Our associates are proud to work here! 

PRINCIPAL OUTCOMES 

• To provide an exceptional guest experience 
• Maintain the company image and vision statement
• Participate in ongoing training and encourage the personal development of all associates
• Empower staff to make sound decisions at all times 

SUPERVISES

Guest services agents, Spa therapists, Security Officers other line level staff as applicable

QUALIFICATIONS 

Essential:
 High school graduate or equivalent vocational training certificate, college degree.
 Previous experience with cash handling.
 Three to five years of experience as a Front Desk Manager or equivalent
 Fluency in English both verbal and non-verbal.
 Compute basic arithmetic.
 Familiarity with yield management and cost controls.

 Ability to:  

- Perform job functions with attention to detail, speed and accuracy.
- Prioritize and organize.
- Be a clear thinker, remaining calm and resolving problems using good judgement.
- Follow directions thoroughly.
- Understand guest’s service needs.
- Work cohesively with co-workers as part of a team.
- Work with minimal supervision.
- Maintain confidentiality of guest information and pertinent hotel data.
- Ascertain departmental training needs and provide such training.
- Direct performance of staff and follow up with corrections when needed.
- Input and access information in the property management system/computers/point of sales system
- General knowledge and ability to troubleshoot and problem solve.
 
Desirable:

 1.Experience using Opera/book4time and other computer / cloud based systems.
 2.Previous supervisory and management experience.
 3.Ability to suggestively sell.
 4.Previous guest relations or guest services training
 

ESSENTIAL JOB FUNCTIONS:
 

- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

- Champion and act as a liaison for the resort in all guest facing areas.

- Frequently walk to ensure all spa treatment rooms and areas are in optimal condition.
- Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.

- Review status of assignments and any follow-up action with on-coming Supervisor.
- Monitor expenses and track actuals against budget.
- Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
- Ensure that staff report to work as scheduled. Document any late or absent employees.
- Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
- Constantly monitor staff performance in all phases of service and job functions.; rectify any deficiencies with respective personnel to include Supervisors, Guest services, Spa and Security Staff.
- Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
- Monitor communication logs and ensure that guest requests are followed up within a reasonable time ensuring guest follow-up at all times.
- Monitor guest mail and ensure that it is processed according to procedures.
- Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
- Assist staff with their job functions to ensure optimum service to guests.
- Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
- Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
- Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Guest Services procedures.
- Assist staff with expediting problem payments.

- Ensure Spa staffing levels are on par with the right amount of business.

- Support and manage all concerns regarding spa services, retail and staff

- Champion all processes in spa services, monitoring constant flow and address any changes as needed.
- Ensure that all VIPs are pre-registered according to standards. Monitor VIP arrivals; greet and escort them to their room.
- Work closely with Rooms Manager to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.

- Print credit check report and review status of each account. Follow up on accounts beyond approved credit limits.

- Coordinate delivery time of amenities with Room Service, ensuring timely delivery.

- Review requests for late check-outs and approve according to occupancy. Communicate this information to Housekeeping.

- Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.

- Complete bucket check nightly.

- Ensure all closing duties for staff are completed before staff sign out.

- Provide feedback to staff on their performance. 

- Foster and promote a cooperative working climate, maximizing productivity and employee morale.

- Complete all paperwork and closing duties.

Perks:

• 401k Plan
• Vacation Pay
• Sick Pay 
• Dental  Benefits
• Life Insurance
• Paid Holiday (6)
• Vision Benefits
• Paid Health Insurance Benefits (HMO Premium Employee Portion)