Guest Services Supervisor

2 weeks ago

Gatlinburg, United States Westgate Resorts Full time
Job Overview

Company Overview:
Westgate Smoky Mountain Resort & Spa is situated adjacent to the renowned Great Smoky Mountains National Park, offering a unique and invigorating work atmosphere with breathtaking views. As part of our dedicated team, you will interact with guests eager to explore the natural beauty and exceptional amenities we provide, including our state-of-the-art water park.

Position Summary

Our organization is committed to delivering outstanding service and fulfilling the dreams of our guests. To uphold these values, we expect all team members to adhere to our Service Philosophy and Standards in every interaction.

Key Responsibilities:

  • Oversee the Front Desk, Night Auditors, and Guest Services Agents.
  • Manage Front Office staff scheduling and operations as necessary.
  • Welcome guests, manage check-ins, assign accommodations, and input data into the property management system.
  • Process security deposits during guest check-ins.
  • Clarify room charges to guests and handle payments via cash, check, or credit card.
  • Issue room keys and manage guest check-outs.
  • Respond to all incoming calls and transfer as required.
  • Control guest phone services as needed.
  • Provide information regarding hotel services, guest registration, and local attractions.
  • Maintain awareness of room occupancy and availability.
  • Calculate bills, collect payments, and provide change to guests.
  • Handle cash and process credit transactions accurately.
  • Facilitate reservations and confirm bookings.
  • Post charges to guest accounts, including rent and miscellaneous fees.
  • Listen attentively to guest concerns and resolve issues effectively.
  • Balance cash and credit transactions at the end of each shift.
  • Secure cash deposits in the safe.
  • Coordinate with housekeeping for VIP guest arrivals.
  • Train new Front Desk staff members.
Qualifications

To excel in this role, candidates must demonstrate the ability to perform essential duties effectively. The following qualifications are essential:

  • Education: High school diploma or equivalent; relevant experience or training is a plus.
  • Language Skills: Proficient in reading and comprehending instructions, writing correspondence, and effectively communicating in various settings.
Additional Benefits

Why Choose Westgate?

  • Comprehensive health benefits including medical, dental, and vision coverage.
  • Paid Time Off (PTO) for vacation, sick leave, and personal time.
  • Paid holidays and a robust 401K plan with company matching.
  • Access to daily pay benefits for financial flexibility.
  • Family-oriented benefits including parental leave and adoption assistance.
  • Wellness programs and flexible spending accounts.
  • Tuition assistance for professional development.
  • Employee Assistance Program (EAP) and various insurance options.
  • Exclusive discounts for team members on various services and products.
  • Opportunities for advancement and community involvement.

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to any protected status.

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