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Guest Services Supervisor

2 months ago

Skaneateles, United States Mirbeau Inn & Spa Full time
Job DescriptionJob Description

Guest Services Supervisor - Mirbeau Inn & Spa

About Us

For nearly 20 years, The Mirbeau Companies have successfully developed and managed European inspired boutique hotels, spas and resorts. Family-owned and operated, Mirbeau Inn and Spa is a nationally renowned destination resort brand.

Job Summary

This position works closely with all departments to provide a warm and inviting welcome to all Mirbeau Guests and assists with supervising the Front Desk team. The Guest Services Supervisor's main focus is to collaborate, organize and communicate with different departments, as well as oversee a team of Agents to ensure each guest has an exceptional experience during their stay.

Pay Rate: $20-22/hour Full Time

Responsibilities

  • Report to work with a clean uniform and appropriate nametag at the scheduled time.
  • Provide a warm welcome to all guests using Forbes/Mirbeau approved standards.
  • Verify room statuses, daily reservations, and note/follow up with special requests on the pass-on log.
  • Perform daily checklists/tasks, count drawers, and prepare daily guest deliveries and amenities.
  • Register arriving guests, check-in, create key cards, and direct/escort guests to their rooms.
  • Check-out departing guests, accept/process payments, answer billing questions.
  • Answer phone calls, transfer calls, answer emails, update daily pass-on logs & company newsletters.
  • Be informed of all resort services, outlets, hours of operation, and facilities to up-sell the facilities and provide information to guests.
  • Communicate with all departments to ensure proper billing of guests' amenities within the resort.
  • Communicate with housekeeping management to ensure room statuses are correct.
  • Listen, acknowledge, and resolve guest concerns promptly, courteously, and professionally.
  • Maintain the front desk and office in an orderly and organized way.
  • Communicate all property happenings to the next shift.
  • Provide ongoing training and coaching for the Bell Persons and Guest Services team.
  • Conduct regular inventory of office supplies and amenities then inform Front Desk management of any items needing ordering.
  • Enforce the use of company policies and procedures by all employees.
  • Act as manager-on-duty in the absence of a Guest Services Manager.
  • Attend all scheduled meetings as deemed necessary by the resort.

Qualifications, Skills & Educational Requirements

Requires a neat appearance, pleasant personality, and ability to deal effectively with the resort, staff, and public. Oral, written communication, computer, and organizational skills are required. Must be able to stand for long hours and multitask under pressure. Experience with Property Management Systems (PMS), customer service, and hotel/resort operations and supervisor experience preferred.

Employee Perks & Company Incentives

  • 401K with a company match
  • Medical, Dental, Vision and Life Insurance Plans
  • Career advancement potential within company
  • Paid time off for full time and part time employees, along with holiday pay
  • Employee Assistance and Anniversary programs
  • Discounted rates for services within Spa and Resort
  • Work performance incentives

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