Guest Services Supervisor

2 weeks ago

Paradise Valley, Arizona, United States Sanctuary on Camelba Full time
POSITION SUMMARY

This role plays a vital part in the success of Sanctuary on Camelba by ensuring complete guest satisfaction, particularly regarding the service provided at the Front Desk and PBX. The focus is on delivering interactions that surpass expectations while upholding the facilities to our exceptional standards.

KEY RESPONSIBILITIES

Note: The following duties and responsibilities are not exhaustive.
  • Distribute tasks evenly across all front office divisions, maximizing the efficiency of each shift.
  • Uphold high standards of professionalism within the Front Office team.
  • Implement all protocols and procedures as outlined in the employee handbook.
  • Keep all departments informed of changes and updates through well-crafted memos, emails, and verbal communication.
  • Collaborate with the Sales and Reservations departments to achieve optimal hotel occupancy.
  • Oversee daily room assignments.
  • Organize and lead monthly departmental meetings to enhance communication with front-line staff.
  • Participate in weekly resort staff meetings.
  • Ensure all guests, whether first-time or returning, receive a warm and professional welcome.
  • Maintain close collaboration with the Housekeeping and Maintenance teams at all times.
  • Supervise the Guest History program updates and educate each department on their role in this process.
  • Manage concierge operations and relationships with service providers.
  • Maintain a flexible schedule to accommodate guest arrivals and departures.
  • Meet weekly with the Director of Operations to discuss relevant topics.
  • Ensure seamless operation of the front desk in harmony with other hotel departments, delivering exceptional service to guests at all times.
  • Foster a positive work environment by communicating and acting in a manner that promotes collaboration with guests, vendors, colleagues, and management.
  • Perform additional tasks as assigned by the Director of Guest Operations.
SUPERVISORY DUTIES
  • Execute supervisory responsibilities in accordance with organizational policies and applicable laws.
  • Oversee the front desk, reservations, PBX, bell staff, and concierge operations.
  • Train and supervise staff to ensure a well-maintained resort.
  • Conduct performance evaluations as needed; perform 90-day and annual assessments of Front Office personnel.
  • Monitor office supplies for the Front Office while adhering to budgetary constraints.
JOB REQUIREMENTS

The candidate must possess the following knowledge, skills, and abilities and be able to demonstrate that he/she can perform the essential functions of the role, with or without reasonable accommodation, utilizing a combination of skills and abilities.
  • Maintain the highest ethical standards, demonstrating integrity, honesty, and care.
  • Grooming standards are of utmost importance.
  • Proficient computer skills and typing abilities are essential.
  • Ability to listen attentively, and communicate effectively in English, both verbally and in writing.
  • Must be in good physical condition, capable of standing, sitting, kneeling, and being agile to meet the demands of quality and prompt guest services.
  • Ability to observe and identify signs of emergency situations through hearing and visual acuity.
  • Excellent communication and interpersonal skills are required.
  • Proven ability to lead, motivate, train, and appropriately manage staff.
  • Capability to identify, address, and resolve conflicts.
QUALIFICATIONS

Education

High School Diploma or G.E.D. Equivalent

Related Work Experience

A minimum of 5 years of managerial experience in the hospitality sector.

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