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Guest Services Supervisor

2 months ago

Gatlinburg, United States Westgate Resorts Full time
Job Overview

Company Overview:
Westgate Smoky Mountain Resort & Spa is located near the renowned Great Smoky Mountains National Park, offering a unique and inspiring work atmosphere. Our resort is dedicated to providing exceptional service and creating memorable experiences for our guests.

Position Summary

As a pivotal member of our team, the Front Desk Supervisor plays a crucial role in ensuring guest satisfaction and operational excellence. This position involves overseeing the Front Desk staff, Night Auditors, and Guest Services Agents to maintain our high service standards.

Key Responsibilities
  • Manage and coordinate the Front Office team, ensuring effective scheduling and task delegation.
  • Act as the Manager on Duty in the absence of senior management.
  • Welcome guests, manage check-in processes, and assign accommodations.
  • Handle financial transactions, including security deposits and payments.
  • Provide guests with detailed information regarding room charges and hotel services.
  • Issue room keys and manage check-out procedures.
  • Respond to phone inquiries and direct calls appropriately.
  • Maintain awareness of room availability and occupancy rates.
  • Process reservations and manage guest accounts accurately.
  • Resolve guest issues with a focus on delivering solutions.
  • Ensure accurate cash handling and financial reporting at the end of each shift.
  • Collaborate with housekeeping to prepare for VIP arrivals.
  • Train and mentor new Front Desk staff members.
Qualifications

To be successful in this role, candidates should possess the following:

  • A high school diploma or equivalent; relevant experience is preferred.
  • Strong communication skills, both verbal and written.
  • Ability to effectively engage with guests and team members.
Why Choose Westgate?

We offer a comprehensive benefits package, including:

  • Health benefits – medical, dental, and vision coverage.
  • Paid Time Off (PTO) for vacation, sick leave, and personal time.
  • 401K plan with company matching.
  • Access to daily pay options.
  • Employee assistance programs and wellness initiatives.
  • Tuition assistance and opportunities for professional development.
  • Exclusive discounts for team members on various services.

Westgate Resorts is committed to equal employment opportunities for all applicants.