Job Details

Basic Function : Oversees all of the guest services areas including, Front Desk, Bell Staff, and Concierge. Ensure high level of guest satisfaction and smooth running operations. Maintains financial responsibility over Guest Services.Work Performed :Overall knowledge of all resort operations.Oversee and have a working knowledge of all Front Office systems.Ensure that the resort runs smoothly and that any guest complaints and/or emergencies are handled in an expeditious and satisfactory manner.Ability to deal effectively with all departments on a daily basis to ensure high standards of guest services.Ability to ensure high level of services is maintained in all areas.Anticipate and intervene in all incidents of guest dissatisfaction and attempts to satisfy all such guests within resort policy.Hold monthly department meetings with direct reports to review resort events, departmental policies and procedures and maintain high level of morale.Effectively supervises all areas including coaching and counseling, and disciplinary action as necessary.Organize and oversee group arrivals and departures with the Bell Captain.Interview and hire new staff as necessary for the departments.Conduct performance reviews as necessary for the Guest Service department.Schedule employees based on occupancy forecast and levels to ensure adequate coverage in order to minimize payroll and labor costs.Ensure that department profitability objectives are met.Monitor payroll and labor costs on a daily basis.Create department budgets annually and effectively control expenses.Responsible for the economical purchase and control of all equipment in the departments.Interact with VIPs, Homeowners, and Group Coordinators as necessary.Inspect VIP rooms as necessary prior to arrival to ensure high standards and personally greet all VIPs whenever possible.Know all safety and emergency procedures for guests and employees and how to act upon them.Develop and implement service standards to ensure a consistent guest experience at a high quality level.When serving as MOD, address all night guest complaints to ensure proper and satisfactory resolution and ensure that nightly MOD report is completed and pertinent information is properly documented and passed on to resort management.Effectively implement training for all staff and train in all areas as necessary.Maintain outside business contacts within the hotel/resort industry.Responsible for the implementation and effectiveness of all cash handling within all reporting departments.Understand accident prevention policies and contact proper authorities for any emergencies and complete all necessary paperwork associated with the incident.Other duties as assigned.Supervision Exercised : Front Office Supervisor, Bell Captain, Lead Concierge.Supervision Received : Director of Rooms.Responsibility & Authority :Oversee Guest Services staffing, operations and financial responsibilities.Maintain a high level of guest service at all times in all guest services areas.Uphold the resort commitment to hospitality.Act as Manager on Duty as required.Work closely with all departments to ensure guest service levels are being met.Minimum Requirements :Bachelor's degree from four-year College or university; or equivalent related work experience and/or training. Prefer 2 years' Front Desk supervisory experience and hotel/resort operations experience. Must have strong organizational skills, excellent written and verbal communication skills and be able to perform and prioritize multiple tasks with ease. Computer skills required. Strong guest and team member relations skills.Physical Requirements :45% Sitting.65% Walking, standing and bending.Lifting/Carrying up to 25 lbs.Hearing and Manual dexterity.Distance vision 1-3 feet.Ability to drive golf cart on occasion as necessary.#J-18808-Ljbffr