Guest Services Supervisor

2 weeks ago

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

Salary Range: $23.00-$24.50. The Guest Services Supervisor plays a crucial 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.

Key Responsibilities

  • Adhere to the company’s service culture, focusing on creating memorable experiences for guests.
  • 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.
  • 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 proficiency in the HMS system and provide training to others as needed.
  • Focus on productivity, identify areas for improvement, and assist in implementing effective solutions.
  • Effectively manage and resolve issues, including anticipating, preventing, and addressing problems as they arise.
  • Interpret and apply complex information and data from various sources to achieve objectives.
  • Gather all necessary information when processing room reservations and adhere to the rate-quoting procedures.
  • Oversee all VIP and special guest requests to ensure satisfaction.
  • Review the Front Office log and Trace File on a daily basis.
  • Comprehend and operate all relevant aspects of the Front Desk computer system.
  • Ensure timely and professional logging and delivery of messages, packages, and mail.
  • Familiarize yourself with all in-house groups and their needs.
  • Stay informed about all closed-out and restricted dates.
  • Enforce all Silverado Resort credit policies consistently.
  • Complete and verify bucket checks, room rate verification reports, and housekeeping reports accurately.
  • Maintain proper operation of the P.B.X. console and ensure compliance with standards, if applicable.
  • Foster good communication and teamwork with colleagues and other departments.
  • Be knowledgeable about and assist in all emergency procedures as required.
  • Oversee the check-in and check-out process for guests, ensuring a friendly and efficient experience.
  • Complete all tasks and duties on the shift checklist promptly and efficiently.
  • Manage the issued house bank responsibly.
  • Perform all duties of a Guest Services Agent as needed.
  • Run room status reports timely and communicate necessary information to relevant departments.
  • Monitor key control to ensure resort security.
  • Maximize room revenue through effective Rooms Merchandising strategies.
  • Respond to all guest inquiries in a professional and timely manner.
  • Engage in departmental meetings, planning, and execution.
  • Help maintain productivity levels in line with budgeted standards.
  • Assist in the training and cross-training of new hires and current staff regularly.
  • Adhere to all resort policies and safety regulations.
  • Perform additional duties as assigned 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 schedule.
  • This position 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 behind the desk and in front office areas.
  • Handling various objects and using a keyboard to operate different systems and emails.

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