Guest Services Supervisor

2 weeks ago

Port Saint Lucie, Florida, United States Sandpiper Bay Resort Full time
Job Overview

Position Summary:

The Guest Services Supervisor is responsible for overseeing the welcoming process, managing room assignments, and organizing client transfers. This role requires versatility to handle various tasks effectively. Collaborating with all resort departments, the Supervisor ensures that client requests are met and delivers a personalized, high-quality service experience alongside the Welcome and Service Team.

Core Responsibilities:

CLIENT SERVICE MANAGEMENT

  • Oversee a high-quality and personalized reception and information service for all guests.
  • Ensure adherence to departmental standards and compliance with service agreements, reporting any discrepancies to management.
  • Manage the seamless execution of arrivals, departures, check-ins, and check-outs, coordinating bookings for stays and transportation.
  • Facilitate a tailored welcome and support for all guests based on their loyalty status and nationality, ensuring an exceptional stay.
  • Coordinate efficient transfers and maintain strong relationships with both internal and external service providers.
  • Gather and analyze guest feedback, along with departmental insights, to suggest improvements.
  • Provide on-the-job training and support to the Welcome and Service team, assisting in conflict resolution and problem-solving.
  • Assist management with daily operations, offering suggestions for enhancements and aiding in departmental management.

ADMINISTRATIVE DUTIES

  • Supervise and manage back-office functions related to guest counts, internal controls, room assignments, and transfer coordination.
  • Ensure the accuracy of guest counts.
  • Optimize room assignments and transfers to manage costs while maintaining service standards.
  • Prepare and distribute guest communications, including welcome letters and departure information.
  • Generate and share arrival and departure schedules, occupancy tracking, and commercial forecasts.
  • Collaborate with management to adhere to budgetary guidelines and propose strategies to achieve set objectives.
  • Ensure that billing and cash collection processes comply with internal procedures, transmitting accounting information as required.
  • Oversee the effective functioning of IT systems related to room assignments and reporting.

QUALITY, HYGIENE & SAFETY

  • Understand and implement hygiene and safety protocols, including emergency and evacuation procedures, while informing guests accordingly.
  • Notify management of any challenges in applying hygiene and safety standards and recommend corrective measures.
  • Comply with the resort's waste management policies.
  • Conserve electricity and water resources.

TEAM MANAGEMENT

  • Welcome and integrate new team members.
  • Establish personal objectives for team members and conduct performance evaluations.
  • Manage and lead across various domains.
  • Adhere to HR policies and seek validation from the Technical Manager.
  • Engage in hands-on management: demonstrate, train, and apply practices.
  • Serve as a role model for both team members and guests.
  • Perform additional duties as assigned by resort management.

Qualifications:

Experience and Education:

  • A minimum of 1 year of full-time experience in a similar role within a 4-star hotel or resort.
  • Prior supervisory experience in front desk operations is preferred.
  • Familiarity with standard operating procedures and the ability to update them as necessary.
  • Proven ability to take initiative and supervise team members.
  • Experience in high-volume, fast-paced environments is essential.
  • Flexibility and adaptability to last-minute changes, with a strong customer focus.
  • Proficient in English.
  • Availability for shift work, including weekends and holidays.
  • High school diploma required.

Physical Requirements:

  • Ability to stand and perform specific movements for 5 to 8 hours.

Additional Requirements:

  • Reliable transportation is necessary.
  • Availability on weekends and holidays is required.

Education and Experience:

  • Bachelor's degree in hospitality is preferred.
  • A minimum of 4 years of relevant work experience.
  • Bilingual candidates are preferred.

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