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Guest Services Supervisor

2 months ago

Napa, California, United States Silverado Resort and Spa Full time

Salary Range: $23.00-$24.50. The Guest Services Supervisor plays a pivotal role in supporting the Director of Front Office by delivering attentive, courteous, and efficient service to all guests before their arrival and throughout their stay, while optimizing room revenue and occupancy rates.

Key Responsibilities

  • Adhere to the company's service culture, focusing on the essential principles of guest satisfaction.
  • Actively engage in the team member referral program and serve as a Talent Ambassador for Silverado Resort.
  • Participate in all mandatory meetings and training sessions organized by the resort.
  • Ensure seamless shift operations and promptly report any issues to management.
  • Comply with Silverado Resort standards and regulations to promote safe and efficient operations.
  • Maintain comprehensive knowledge of the HMS system and provide training to others as needed.
  • Enhance productivity by identifying problem areas and assisting in the implementation of effective solutions.
  • Demonstrate proficiency in problem-solving, including anticipating, preventing, identifying, and resolving issues as necessary.
  • Understand and apply complex information and data from various sources to achieve set objectives.
  • Gather all necessary information when processing room reservations and adhere to the rate-quoting procedures.
  • Monitor and manage all VIP and special guest requests.
  • Review the Front Office log and Trace File on a daily basis.
  • Fully understand and operate all relevant aspects of the Front Desk computer system.
  • Ensure timely and professional logging and delivery of messages, packages, and mail.
  • Stay informed about all in-house groups and events.
  • Be aware of all closed-out and restricted dates.
  • Enforce all credit policies established by Silverado Resort.
  • Complete and ensure accuracy in the bucket check, room rate verification report, and housekeeping report.
  • Maintain proper operation of the P.B.X. console and ensure compliance with all standards.
  • Foster good communication and teamwork with fellow employees and other departments within the resort.
  • Be knowledgeable about and assist in all emergency procedures as required.
  • Oversee the check-in and check-out processes for all guests, ensuring a friendly, efficient, and courteous experience.
  • Complete all tasks and duties on the shift checklist in a timely and efficient manner.
  • Manage the issued house bank responsibly.
  • Perform all duties of a Guest Services Agent as needed.
  • Run room status reports promptly and relay necessary information to affected departments and individuals.
  • Monitor key control to maintain the security of the resort.
  • Maximize room revenue through effective Rooms Merchandising strategies.
  • Respond to all guest inquiries in a timely and professional manner.
  • Participate in departmental meetings, planning, and execution.
  • Help maintain productivity levels at or above budgeted standards.
  • Assist in the training and cross-training of new hires and current employees regularly.
  • Adhere to all resort policies and safety regulations.
  • Perform additional duties as requested by management.
Qualifications
  • A minimum of 2 years of experience in a resort environment is required.
  • Ability to multitask and possess strong communication and interpersonal skills.
  • Previous supervisory experience is preferred.
Working Conditions and Schedule
  • Availability on weekends and holidays is required, along with flexibility in work scheduling.
  • The role may occasionally require a work week exceeding 40 hours, including nights, weekends, and holidays.
  • Medium work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
  • Frequent standing at the front desk and office areas.
  • Handling various objects and using a keyboard to operate different systems and emails.