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Guest Services Supervisor

4 months ago

Tucson, United States Ventana Canyon Alliance Llc Full time

At Ventana Canyon, nestled in Tucson Santa Catalina foothills, the sun rises across our pristine 600-acre desert preserve with its flowering landscape, rolling hills, winding riverbeds, craggy canyons, and pine-topped peaks. The Ventana Canyon Golf & Racquet Club is a beautiful and secluded member-owned country club with 36 holes of championship golf and 50 guest suites, rated as one of America's top golf resorts.

**SUMMARY**

The Guest Services Supervisor will be responsible for overseeing the daily operations of the front desk staff. Duties include greeting and directing guests, managing check-ins and check-outs, and providing assistance to guests and members. The Guest Services Supervisor will also ensure that all customer service standards are met and that all guests have a positive experience.

**Duties/Responsibilities**:

- Responsible for the front desk operations, lobby appearance, guest service, office operations, Position will be required to work all shifts including holidays as scheduled.
- Assist with inventory.
- Assist lock interrogation.
- Supervise front desk staff and ensure that they provide excellent customer service.
- Respond to guests' inquiries and requests in a timely and professional manner.
- Monitor daily operations of the front desk, including check-ins, check-outs, and guest requests.
- Ensure accuracy of billing and payment processes.
- Monitor and review guest feedback.
- Resolve customer complaints.
- Assist in training and coaching front desk staff.
- Assists in developing work schedules and ensures they are adhered to.
- Assist in monitoring staff performance and providing feedback.
- Maintain a clean and organized front desk area.
- Partner with the Housekeeping and Maintenance Departments concerning guest room status.
- Assist Sales team with coordination of rooms, meetings and other special events that are held on property.
- Monitor the lodge and troubleshoot any concerns or problems that may arise in the absence of the Lead and Resort Manager.
- Assists guests with check in/out payments or charges.
- Answer inquiries pertaining to lodge services, registration of guests, and shopping, dining, entertainment, and travel directions.
- Ensures rooms and services are correctly accounted for within guest statement.
- Performs other duties as assigned.

**Skills/Abilities**:

- Excellent communication and interpersonal skills
- Must possess excellent verbal, written and electronic communication and listening skills.
- Strong organizational skills and ability to time-manage not only self, but the entire team operation.
- Proven ability to adapt to varying situations and lead the team when under pressure.
- Supervise a team of 5+ colleagues.

**Education/Experience**:

- High School Diploma or equivalent
- Minimum 2 years’ experience in Front desk, Guest Services, Reservations, and or one year experience in direct sales or retail.
- Experience with Jonas Club Management Software preferred.
- Possess a valid driver's license and pass a driving record check.
- Basic mathematical skills
- Word and Excel proficient
- Outlook
- Must be able to pass background check.
- Must have a clean driving record.

**Physical Requirements**:

- Prolonged periods of standing.
- Must be able to lift up to 25 pounds.

Ventana Canyon is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Ventana Canyon makes hiring decisions based solely on qualifications, merit, and business needs at the time.