Guest Experience Supervisor

Essential Functions

• Responsible for overseeing the front desk team and supporting the Assistant General manager and the General Manager in ensuring that daily front desk operations are smooth and efficient while maintaining a focus on guest and Team Member satisfaction.
• Lead by example: provide high-quality service and uncompromising hospitality towards all customers and Team Members.
• Manage a multicultural team and lead in a manner that embraces diversity.
• Partner with Food, Beverage & Retail Manager and Assistant General Manager in the oversight of the Retail and Rental shop, responsible for ensuring the front office team properly stocks and sets the retail area.
• Interview and hire Team Members, then train and develop for technical, hospitality, communication, management, and organizational skills. Guide all Team Members towards success as it relates to customer satisfaction, property business and financial goals.
• Keep Team Members informed about daily operations and events.
• Coordinates and creates schedules weekly based on the occupancy forecast. Schedules are to be approved by Assistant General Manager and posted each week.
• Ensure Team Members are properly logging time in and out, entering PTO hours, and following meal period break law. Troubleshoot discrepancies from previous shifts and make corrections as needed.
• Monitor Team Members performance, providing supervision and professional development, scheduling, conducting counseling and evaluations and delivering recognition and rewards.
• Inform General Manager of Human Resource issues. Manage disciplinary issues with discretion, confidence and in a compassionate manner.
• Possess a working knowledge of Property Management System (PMS) and downtime procedures. Keep PMS reports current.
• Ensure that Team Members standards, operating procedures and policies are in place and followed by Team Members.
• Be knowledgeable of all emergency plans and safety practices, and know how to act upon them.
• Report any unusual occurrences immediately to the General Manager.
• Develop and implement plans that continually improve upon guest satisfaction and Team Member performance. Respond and follow up on assigned customer care issues.
• Create memorable check in and check out experiences for guests to encourage repeat visits.
• Ensure all calls, Guest comments, comment cards and Guest surveys are properly recorded and closed. Use reports to analyze Guest problems and work to reduce and resolve such issues, and take appropriate action to ensure 100% Guest satisfaction.
• Maintains and improves guest service and courtesy control programs.
• Manages any guest problem or complaint in a professional and hospitable manner.
• Ensures that the Front Desk area is maintained in a clean and orderly manner.
• Conduct monthly department meetings to review new procedures and solicit input from all Team Members.
• Attend weekly staff meetings to stay informed of Field Station business and to inform department supervisors and managers of schedule needs.
• Ensure best possible average rate and room occupancy.
• Completes shift end and period end tasks, including review of inventories.
• Monitors key controls.
• Monitors delivery of packages for the business and Guests.
• Know the facilities and hours of operation of the property.
• Be familiar with sales strategies; communicate daily with the sales coordinator.
• Performs any other duties as requested by the Assistant General Manager and the General Manager.

Competencies

• Comfortable working with a wide variety of guests and Team Members, and able to negotiate through difficult situations.
• Previous experience with hotel PMS and POS systems.
• Working knowledge of Cloud Based Applications; knowledge of Google Suite products preferred.
• Experience in front office/guest service operations as a Front Desk Agent, Office Manager or equivalent.
• Passion for guest satisfaction and loyalty.
• Proven experience delivering results through the management of a team.
• Proficiency in MS Office including Excel, Word and Outlook.
• Strong management and relational skills .
• Thoroughness and an Attention to Detail.
• Excellent and Attentive Customer Service.
• Must be a MacGyver, and able to find solutions when issues arise.

Required Education and Experience

• A High School Diploma or G.E.D certificate.
• Two or more years of progressive and practical experience in a supervisory role.

Preferred Education and Experience

• Bachelor's degree in hotel or hospitality management, business or a related field.
• Experience working in a hospitality environment.