Guest Services Supervisor

Job Title

Principal Purpose of Job:

Support and assist Director of Lodging in promoting DTR service standards, serving as a role model for Guest Services staff as well as training staff and maintaining the integrity of the Ranch and Front Office. Guest Services operations, policies and standards across all three properties. This position will help make decisions for the Front Office in the absence of the Director of Lodging.

Essential Duties and Responsibilities:

• Oversee the daily operations in Lodging with regards to Guest Services, Night Audit and Baggage Wranglers at all properties affiliated with DTR.
• Assist with training for new and current staff members.
• Ensure schedule is in line with budget and does not include overtime while adequately staffing for guest arrivals, stayovers and departures, is drafted in accordance with departmental expectations and is approved by Management.
• Oversee the proper execution of Guest Service Agent and Baggage Wranglers duties according to DTR service standards and perform same duties when needed including, but not limited to:
• Making guests feel welcome and "at home"!
• Making reservations and checking guests in and out.
• Answering guest calls and questions and providing guest information.
• Delivering luggage to guest rooms.
• Being knowledgeable about other departments and key contacts for each.
• Being aware of guest and Ranch issues.
• Being knowledgeable and able to answer questions about accounting and billing.
• Monitoring inventory to maximize bookings.
• Inspecting rooms prior to arrival and informing Housekeeping/Maintenance of any issues or handling directly
• Monitoring reservations for activities and proactively contacting guests prior to arrival to set a positive and welcoming first impression and share all that the Ranch has to offer
• Overseeing the "Concierge" duties consisting of, but not limited to:
• Answering all calls and emails regarding guest activities and dining reservations
• Assisting housekeeping with any special requests
• Working with food and beverage department to arrange for reservations and special requests
• Working with activities and events to book guest reservations and special requests
• Cross-promote various outlets of the Ranch and Winter Park properties.
• Cross-train with Night Audit and Wranglers in order to be able to assist whenever necessary.
• Update and maintain all departmental training materials and evaluate how current policies and standards are meeting/exceeding guest expectations.
• Uphold and adhere to Ranch Service Standards at all times, while ensuring that the rest of the department does so.
• Assist with oversight of Winter Park properties when needed

Requirements

Personal Attributes and Skills:

• Outgoing, approachable and friendly demeanor; enjoy working with the public.
• Must have strong organizational skills.
• Excellent communication skills (written and verbal).
• Ability to be self-directed and work with minimal supervision.
• Positive and proactive approach to teamwork and working with others.
• Trustworthy and able to handle confidential paperwork, data and information.
• Excellent guest service skills, especially when resolving complaints in a positive manner.
• Must be able to work in a fast paced and ever changing environment.
• Professional dress and demeanor.
• Flexible when it comes to the needs of the Ranch and the department.

Education/Experience:

• High school diploma required
• Minimum, of three years past hospitality experience required.
• At least one year front desk experience required
• Supervisory experience preferred, but not required

Special Skills/Equipment/Requirements:

• Knowledge of ResortSuite PMS (or other property management system) helpful.
• Available to work a flexible schedule including some nights, weekends and holidays as needed.
• Microsoft office software experience strongly preferred.
• Basic computer/e-mail knowledge required.
• Solid proofing/editing skills to review docs/correspondence for spelling, grammar and content
• Ability to operate multi-line phone system
• Must possess a valid driver's license and clean driving record