Guest Services Supervisor

Job Description

Job Description

Since 1976, Hilton Head Health has been the leader in wellness innovation. By rethinking what healthy means and where it begins, we have helped hundreds of guests achieve and maintain wellness of mind, body, and spirit. Located minutes from the beach, we are one of North America’s leading weight-loss and wellness destinations with over 40 years of providing superior hospitality to people seeking a healthy lifestyle. Are you ready to make a true difference in someone’s life while enjoying a positive work environment! We offer SUPERB perks, Medical Benefits, paid time off and Bonuses.

We are seeking a Guest Services Supervisor to ensure the efficient and smooth operation of our Program Concierge Team and Guest Transportation Services. This position leads the team in creating a welcoming and comforting atmosphere where guests will be greeted by friendly faces, attentive service, and genuine concern.

Essential Job Functions:

· Ensure outstanding service and hospitality is provided to all resort guests and visitors.

· Professionally and accurately answer inquires and arrange resort services for guests.

· Respond to telephone, in-person, and emailed inquiries regarding reservations, services, general stay information, and other guest concerns.

· Use suggestive selling techniques to secure future, repeat guest reservations.

· Supervise daily shift processes to ensure all team members adhere to standard operating procedures.

· Adhere to company credit limit policies and ensure resort, spa, and retail charges are processed to guest’s accounts, invoices are accurate, payments processed, and supporting documentation attached.

· Help recruit, train, direct the work of, resolve issues/problems, coach, and counsel Guest Services team members to ensure successful front office operations.

· Resolve customer issues, complaints, and problems in a prompt, efficient manner to maintain a high level of guest satisfaction. Communicate guest and/or facility issues with management.

· Review guest preferences and special requests to ensure room assignments align with guest needs and leverage the information to exceed guest expectations upon arrival and throughout their stay.

· Build strong relationships and liaise with all other department's especially housekeeping, maintenance, reservations, and programs.

· Control cash transactions at the front desk and maintains complete responsibility for personal bank as specified by resort bank policy.

· Be alert to potential problems and proactively suggest/make corrections.

· Fill shifts within the Guest Services Department, to include working as a Program Concierge and/or Driver as the need arises.

· Follow all guest safety and privacy procedures during check-in and ensure resort security by reporting suspicious activity to Shipyard Security, a resort manager, and/or MOD.

· Other responsibilities and tasks as assigned by management in support of business needs and goals.

· Takes responsibility in the absence of the Guest Services Manager.

COMPETENCIES:

· Ability to teach, develop, and motivate others as a part of a cooperative team environment.

· Excellent verbal and written communication skills.

· Practice good time management with the ability to juggle multiple tasks and priorities.

· A positive attitude with the ability to display a friendly, cheerful, and courteous demeanor at all times.

· Ability to remain calm whilst under pressure.

QUALIFICATIONS:

· Minimum 2 to 3 years work experience as Front Office Associate in a resort or hotel setting.

· High School Diploma or equivalent. Degree or Diploma in Hospitality Management is an asset.

· Valid driver’s license with good driving record (less than 2 moving violations in last two years).

· Schedule flexibility with ability to work weekends and holidays.

· Prior experience using Microsoft Word, Excel, and Outlook in an office setting.

• Earned Paid Time Off (9 days paid in your first year, 16 days in your second);
• Health, dental and vision benefits; with $250 quarterly match in a Healthcare spending or reimbursement accounts such as HSAs or FSAs;
• 401(k);
• 5 day work week;
• 50% Employee Discount for spa services at Indigo Spa.
• Use of our workout facilities
• Bonuses
• Tuition Reimbursement

Job Type: Full-Time

Ability to Commute:

Work Location: In person