Guest Services PM Supervisor

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JOB SUMMARY: Primarily supervises front office team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction. Responds in a professional and courteous manner to guests by providing accurate, timely information, and services. Supervise and coordinate activities of associates involved in accommodating resort guests by registering and assigning rooms to guests, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming reservations, and presenting statement to and collecting payments from departing guests, and providing excellent guest service to our guests.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Supervise day to day tasks of the Guest Services department
• Be available to handle guest issues efficiently and correctly
• Manage break periods for guest services agents
• Assist with additional training, when needed
• Responsible for all facets of guest service relations, including but not limited to: assist in checking guests in/out; resolving complaints and answer guest questions; Verify guests' credit, establish how the guest will pay for the accommodations, and if necessary obtain deposit and a copy of guest's I.D; compute bills, collect payments, and make change for guests. Ensure VIP rooms are processed accurately.
• Ability to perform all duties of Guest Services staff.
• Answer inquiries pertaining to hotel policies and services, and resolve guest's complaints.
• Performs other duties as assigned, requested or deemed necessary by management

SUPERVISORY RESPONSIBILITIES : Directly supervises Associates in the Guest Services Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Coordinate, supervise and schedule associates in the Guest Services Department.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Considerable knowledge of the business systems used at the resort.

Excellent verbal and written communication skills; Ability to effectively deal with internal and external guests, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflict. Ability to be creative when responding to guest requests, while staying within established guidelines. Knowledge of local area. Excellent time management skills (i.e. multitasking and effective follow-up) and problem resolution skills.

Ability to gather & analyze information from various sources, and choose a reasonable/responsible course of action.

Ability to be creative, while staying within established guidelines, when responding to guest requests.Ensure Guest Services Agents are well trained.

EDUCATION and/or EXPERIENCE: High school diploma or general education degree (GED); or two years related experience and/or training; or equivalent combination of education and experience preferred.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function. While performing the duties of this job, the employee is regularly required to sit, stand, talk, hear, and to reach with hands and arms. The employee is frequently required to walk. The employee is occasionally required to stoop, kneel, and crouch. The employee must regularly lift and/or move a minimum of 5 pounds, occasionally lift and/or move a maximum 10 pounds. Specific vision abilities required by this job is Close Vision, Distant Vision, Color Vision, Peripheral Vision, Depth Perception, and Ability to Adjust Focus. For this position the noise level in the work environment is usually moderate.

SAFETY CONSIDERATIONS: Use proper lifting techniques; alert to, resolving and reporting of situations, obstacles and objects that could pose safety concern for guests, associates and self.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Type: Full-time

Pay: From $15.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift

Work setting:

• In-person

Application Question(s):

• Have you ever been convicted of a crime or felony? (A conviction may not necessarily disqualify an applicant for employment.) If YES, please explain:
• Are you related to any current Wilderness/Soaky employee? If YES, their name & their relationship to you
• Have you ever been employed by Wilderness at the Smokies/Wilderness Resorts/Soaky? If YES, dates of employment & reason for leaving
• Can you perform this job without accommodations? If NO, list any accommodations
• Have you ever applied to this Company before? If YES, when?
• Is there anything in your social or employment history that would give us pause in hiring you? If YES, please explain:

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person