Guest Services Supervisor

3 weeks ago

Kissimmee, United States NDM Hospitality Services Full time
Job DescriptionJob Description

NDM is a family-owned hospitality business that started in F&B and is now expanding into vacation rentals. We are creating a new sector in hospitality by creating identifiable brands with consistent accommodations, services, and amenities within the vacation rental space. Imagine combining the comforts of a vacation home with the experience and consistency of a world-class resort. 

Our Benefits: Health, Dental, Vision, Free Life Insurance, 401k Plan Available, Discounted Hotel rooms, Discount in F&B outlets, Development opportunities, Employee appreciation events, and much more

The Guest Services Supervisor is involved in all aspects of managing the Guest services team and the day-to-day operations of rental inventory. The Guest Services Supervisor will oversee all guest relations, and assist with guest check-in/out procedures, guest requests, and overall guest coordination. This role requires extensive partnering with various departments and levels to ensure an unforgettable experience for all visitors.


Responsibilities:

  • Must have the ability to supervise the guest services team throughout a shift.
  • Must be able to prepare and provide reports to property specific management.
  • Must have the ability to work cohesively with other departments and communicate new processes and updates to keep everyone informed.
  • Checks in guests in an efficient and friendly manner, using guest name whenever possible. Assures that guests are assigned to proper accommodation and reservation details are accurate.
  • Collects payments in compliance with credit card processing and accounting policies and procedures. · Review reservation notes and requests to ensure that we are accommodating to the best of our ability.
  • Checks out guests and settle folios accurately.
  • Responds to all guests' requests with the highest level of hospitality and professionalism in an accurate and timely manner. Interactions with guests will be in-person, phone, and email.
  • The Guest Services Supervisor also assists guests and enhances their stay through providing information regarding resort services & activities in surrounding areas as needed.
  • Utilizes a variety of computer software systems within the daily operation.
  • Communicates with internal departments via radio, email, and Teams.
  • Provides personalized in-person tours at the accommodation upon arrival.
  • Completes pre-arrival inspections in compliance with company and brand standards.
  • Will be empowered to and must have ability to confidently utilize service recovery methods.
  • Must have the ability to multi-task and effectively time manage.
  • · Must have the ability to effectively communicate guest concerns regarding maintenance and housekeeping to the proper departments and follow up to ensure the issue was taken care of in a timely manner and that the guest expectations were fully met.
  • Report and document health and safety concerns via approved management forms.
  • Complete a thorough inspection checklist for VIP & Owner arrivals.
  • Other duties and projects as assigned by Management.

Requirements:

  • High School diploma or equivalent is required.
  • One to Two years of customer service experience is required. Excellent oral and written communication skills are required.
  • Exhibits a friendly and professional demeanor in all interactions.
  • The ability to work rotating shifts may be required based on operational needs.
  • Flexible schedule and ability to work all shifts including evenings, weekends, and holidays.
  • Strong attention to detail and problem-solving skills. Must be a strong team player.
  • Must stay calm in difficult situations and be knowledgeable of emergency procedures.
  • Strong communication skills and adaptability. Stand, sit, or walk for an extended period.
  • Ability to lift up to 30 pounds.
  • Must be comfortable working in various weather conditions.
  • Valid US Driver's License. Must be comfortable operating golf carts and motor vehicles.
  • Proficiency in Excel, Word, Outlook, and experience using property management software is required.
  • Must be able to fill any of the Guest Services positions.
  • Must be able to clearly and effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service oriented manner.
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees, homeowners, and guests
  • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag. Adhere to specific grooming standards.
  • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
  • Must be able to maintain confidentiality of information.
  • Must be able to show initiative, including anticipating guest or operational needs.

Preferred Qualifications:

  • Previous Front Desk Supervisor, Guest Services Supervisor, or management experience in a luxury environment.
  • Bi-lingual is beneficial


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